This presentatio n was given in August 2012 at one of the BNI Clerkenwell meetings. It explains a little bit about Karen Topp Consulting, and provides examples of Performance Management and metrics in action, by showing what insights and actions can be drawn from BNI data itself, making it a \'relatable\' example.

1. Make Numbers Talk
Ten Minutes with BNI Clerkenwell
23 August 2012
© Karen Topp Consulting 2012 1

2. The Business
what you
information need to
know
• Clarity
• Focus
© Karen Topp Consulting 2012 2

3. Knowledge is Power
A Metrics
•KPI / Traffic Lights
B
•Develop new ones
•Select from existing ones
Reports
How far am I? •Dashboards / Scorecards
•Develop
Why? •Populate / maintain / release
What do I do next? Insights
•Interpret results
•Highlight what matters
•Recommend action
Action Tracking
•Log
•Assign ownership
•Monitor / track
© Karen Topp Consulting 2012 3

4. Metrics & Reports
• “We are trying to get customers to self-serve online instead of
picking up the phone – how are we doing?”
Metrics
Reports
Insights
Action Tracking
© Karen Topp Consulting 2012 4

5. Metrics & Reports
• “What are my chances of receiving referrals?”
Referrals
≥ 70
Your individual score:
Attendance < 70
BNI
Connect
< 50
Testimonials < 30
5
© Karen Topp Consulting 2012

6. Insights & Actions
• “What can I do to get more referrals?”
10
7
20
Metrics
BNI
Reports Connect
Insights
•
Action Tracking
1:1 = x 5
33
• Testimonials = x 3
• Here & on time = x 2
© Karen Topp Consulting 2012
• Training = + 20% 6

7. Listen Out
CHANGE
• “We are going through a restructure”
• “All of a sudden we’ve grown so much…”
And then what?
• “We’re all going to a strategy day”
INEFFICIENCY
• “It takes so long to get something done!”
Why?
• “Customers are complaining”
LACK OF FOCUS
• “I get so many reports to read…”
How so?
• “We’re not focusing on the right things”
© Karen Topp Consulting 2012 7

8. The Service
do it outsource it
Packaged
Metrics
Reports
In-Class Workshops
Insights
On-Site Workshops
Action Tracking
1:1 Training
Assessment & Recommendations Consultancy Days
© Karen Topp Consulting 2012 8

9. What Next?
• Test (actually, feedback)
• Self-Assessment: “How much revenue
could I get through BNI?”
Numbers beware:
We have ways of making you talk.
© Karen Topp Consulting 2012 9