Key Performance Indicators (KPIs) can be used to measure knowledge management performance and objectives. When identifying KPIs, they should be specific, measurable, achievable, relevant and time-bound. KPIs can measure the overall KM program, projects, activities, and systems at the organizational, team and personal levels. Examples of KPIs include the number of knowledge assets created, the percentage of staff contributing or accessing documents, and the number of searches. Relating KPIs to what matters most to the audience, such as financial results or performance, helps make the metrics more meaningful.

1. Key Performance Indicators (KPI’S) and Knowledge Management Kate Stanfield and James Mullan Knowledge Connections – February 2008

2. Why measure? Measuring and evaluating KM performance is an important process and can be used to serve a number of purposes including: Gathering evidence Monitoring progress Learning from past activities

3. What do you need to think about? The intention and purpose of the measurement will affect the type of tool you use. There are a huge number of tools available including; Surveys Storytelling Activity Reports/Logs

4. KP what? Key Performance Indicators (KPI) are financial and non-financial metrics used to quantify objectives to reflect strategic performance KPIs are often used to apply “value” to difficult to measure activities

5. Identifying KPI’s When identifying KPI's the acronym SMART is often applied. KPI's should be: Specific Measurable Achievable Result-oriented or Relevant Time-bound

8. KPI’s used in Knowledge Management KPI’s can be used in Knowledge Management to measure: The KM Programme (The overall effort within an organisation) KM Projects KM Activities (Knowledge Sharing) KM Systems (Search tools, Portals)

9. KPI levels Organisation – strategic objectives Team – Linkage between strategic goals and key business activities Personal – Individual competencies matched to roles

10. Example KPI’s KM Activities # of Knowledge Assets created KM Systems % of staff contributing documents % of staff accessing documents # of searches

11. Give your metrics teeth! Tie in “what matters” to that audience: Financial results Appraisals Performance Name and shame!

12. What is your experience?