KPIs are performance measurements used by organizations to evaluate success. Choosing the right KPIs requires understanding what is important to each department. Effective KPIs are specific, measurable, achievable, relevant, and time-phased. Examples of quantitative and directional KPIs include booking numbers, average time per booking, call volumes, average call times, and metrics tracking customer volumes. KPIs help simplify complex organizational performance into key metrics that make progress easier to understand.

1. KPI ROAD TO SUCCESS

2. WHAT IS A KPI ?
Performance indicator or key performance indicator (KPI) is business
terminology for a type of performance measurement.
Why do we need to measure?
KPIs are commonly used by an organization to evaluate its success or the
success of a particular activity in which it is engaged

3. HOW DO WE CHOOSE KPI
Choosing the right KPIs is reliant upon having a good
understanding of what is important to the organization.
'What is important' often depends on the department measuring the
performance - the KPIs useful to finance will be quite different than the
KPIs assigned to sales.
KPIs serve to reduce the complex nature of organizational performance to
a small number of key indicators in order to make performance more
understandable and digestible for us.

4. HOW A KPI HAS TO BE
Specific
Measurable
Achievabl
e
Relevant
Time phased

5. IS EVERYTING MEASURABLE A KPI?

6. WHY WE NEED KPIS?

7. EXAMPLES
QUANTITATI
VE DIRECTIONAL
TYPE OF
BOOKING # AVG TIME PER BOOKING BOOKINGS
AVG CALL TIME/TIME ON
PHONE CALL # HOLD TYPE OF CALLS
WHICH CUSTOMER ROLLS
TEUS ROLLED THE MOST WHY?
BOL HANDLED