The document discusses critical success factors (CSFs) and key performance indicators (KPIs). CSFs are things that must happen for an activity like a service, process, project, or plan to succeed. KPIs are metrics used to measure achievement of CSFs and help manage activities. The document provides examples of vision and goal statements, KPIs, and CSFs for improving customer satisfaction at a company and increasing market share for a coffee chain.

1. CSF and KPI

3. Something that must happen if an IT
service, process, plan, project or other
activity is to succeed.
CSF

4. • Key performance indicators are used to
measure the achievement of critical success
factors
• A metric that is used to help manage an IT
service, process, plan, project or other
activity
KPI

5. • Vision Statement
– To be known for our superior customer service and
satisfaction
• Goal
– To reduce the number of dissatisfied customers by
25% in one year

6. • KPI
– 90% customer complaint resolution
– 75% customer complaint resolution with satisfied
customer
• Team Member KRA
– The weekly percentage difference in complaints
handled that result in satisfied customers versus
unsatisfied customers

7. • Vision Statement
– To become number one coffee chain in Pune City
by 2017 in terms of market share
• Mission
– Introducing new product lines and coffee
beverages every 3 months
– Securing finance for expansion
– Coming up with online booking systems and
making coffee a worth to remember experience for
customers

8. 8
• CSFs
– Successful relationship with suppliers
– Attracting and satisfying new customers
– Securing finance for introducing new product line
• KPI
– Gain in market share by 1% every month
– Sustain 98% customer satisfaction rate
– Ensure the capacity is utilized by an average of
90%