1. What is Performance
Management?
Karel van der Poel
CEO / Founder of Mirror42
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2. About Mirror42
• “The Performance Management Company”
• Founded 2004, over 650 customers worldwide. Dutch by
origin
• Mirror42 delivers communities, content, tools and
consultancy to businesses who want to implement
performance management”
o KPI Library (+/- 250,000 members 5,000+ KPIs)
o KPI Benchmark (+/- 1,500 KPIs with Benchmark data)
o KPI Dashboard
o KPI Consulting
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3. About KPI Library
• “LinkedIn for Performance Management”
• 235,000 members, growing with 15,000 per
month
o Over 5,000 KPI Templates
o Expert Articles, News, Vendor overview
o Surveys, Q&A
o Groups
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4. What is Performance Management?
Scorecards
Process alignment
KPIs, KRI, CSF Leading / Lagging
Dashboards
Budgets - Forecasts HR Performance
CFO Analytics, Six Sigma, Lean
Strategy Execution Business Planning
Quality Improvement
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5. What is Performance Management?
(Wikipedia)
• “Performance management includes activities to
ensure that goals are consistently being met in an
effective and efficient manner.
• Performance management can focus on the
performance of an organization, a department,
employee, or even the processes to build a
product or service, as well as many other areas.”
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6. Why Performance Management?
Because it is good for you!
“ A study by the balanced scorecard initiative in
2006 indicated that those companies that
implemented a performance management
framework and measured themselves outperform
their peers in financial performance, customer
satisfaction and employee satisfaction.”
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7. Why Performance Management?
The most difficult thing is strategy
execution!
“Most managers are good at setting strategy but 9
out of 10 managers fail to execute on strategy.”
(according to Kaplan and Norton, the creators of the BSC)
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8. Performance-Based Management
It’s not only a tool.
Step 6
Step 1
Drive
Set
Improvemen
Objectives
t
Step 3
Step 5 Step 4 Step 2
Establish
Analyze Collect Integrated
Accountabili
Review Data System
ty
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9. Integrated System
• Methodology?
o Balanced Scorecard
o Tableau de bord
KEEP IT SIMPLE!
o Select few
o TQM
• TRENDS - TRENDS - TRENDS
• Collect at fixed intervals: Daily - Weekly -
Monthly
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10. The BI Stack: What is in the name?
Performance Management - Reporting - Analytics
Performance Management Goals, KPI’s, Scorecards
Strategic Trends, Intervals Automated
Benchmarking Dashboards
What if? Portal -
Tactical Analytics Scenarios Dashboards
Drill down Scheduled Reports
Details,
Standard Reports
Operational Reporting
Real-Time
Ad-hoc Reports
Adhoc
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11. Does it apply to IT?
• The CFO has budget targets. (S)he “measures” and
compares the actuals against target. Month to month,
quarter to quarter, year to year.
• The VP of Sales has revenue targets. (S)he “forecasts”
and measures the actuals against forecast and target”.
Month to month, quarter to quarter, by product, by
territory, by salesperson
• The VP of Marketing analyses if the effectiveness of the
campaign has improved and if more leads where
generated this months then previous months.
• And the CIO / IT Manager?
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12. Remember wikipedia?
• “Performance management includes activities to
ensure that goals are consistently being met in an
effective and efficient manner.
• Performance management can focus on the
performance of an organization, a department,
employee, or even the processes to build a
product or service, as well as many other areas.”
TOPdesk – Service Management Simplified

13. IT Challenges
• Business only “talks” to IT when IT is not
functioning
• SLA’s targets are set by lawyers and non-IT
people
• IT only “costs” money
• IT projects are “always” late
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14. IT Forces
Quality
Innovatio
Costs n
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15. Performance Management for IT
• IT Goals
o Maximize availability of IT systems / services
o Maximize customer responsiveness and
customer satisfaction
o Improve process quality
o IT employee satisfaction (workload - sickdays -
recognition)
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16. TOP 7 take aways
• Don’t wait - get started
• Long term focus
• Focus on the basics
• Your data will improve when you measure
• Don’t overcomplicate
• Running a business is not the same as
driving a car. (3rd dimension)
• Use trends to communicate progress
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17. Questions?
karel.vanderpoel@mirror42.com
+31-650640343
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