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Show Some TLC to Your Chapter KPIs
The document discusses the importance of tracking chapter key performance indicators (KPIs) to monitor and improve chapter performance. It categorizes KPIs into leading and lagging types, emphasizing actionable and adaptable metrics that help align with strategic objectives. It also provides examples of potential KPIs and tools to track them effectively through dashboards.
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Show Some TLC to Your Chapter KPIs
- 1. Show Some TLCto Your Chapter KPIs
- 2. z Kyle Bazzy Director ofGrowth Proud Detroiter Billhighway Technology that solves real problems exclusively for component-based organizations Founded in 1999 Why Are We Qualified?
- 3. Learner Outcomes Understand Tracking ChapterKPIs 01 Identify Identify appropriate leading and lagging KPIs for monitoring chapter performance 02 Prepare Prepare dashboards to track and share chapter KPIs (performance) 03
- 4. What Are YouMeasuring?
- 5. What is aKey Performance Indicator (KPI)? 1. KPIs measure your progress towards a goal 2. KPIs help you keep your strategy on track http://kpilibrary.com/ Examples of KPIs: • Retention rate • Number of new members per year • Number of members participating in events • Market penetration percentages
- 6. CRP Superpower: Manage ByException
- 7. Example: FEI Aligning goalsand KPIs with strategic objectives Possible Leading Chapter KPIs • Event registrations • Hits on chapter events webpage • # of clicks on event invite emails • Other? Financial Executives International What they knew: 86% of members joined chapters for peer-to-peer networking. What they made sure to do: Align that feedback with their strategic objectives.
- 8. 2 KPI Types:Leading & Lagging Leading KPIs 1. Measure your day-to-day progress towards that goal 2. Measure proactive steps you take to trigger future success 3. Predict success Lagging KPIs 1. Measure your success in achieving a long-term goal 2. Measure the outcome of past actions 3. Measure success Focus efforts on leading KPIs and lagging KPIs will improve.
- 10. Let’s Expand onThat Example: Volunteer Retention Leading KPIs 1. Measure your day-to-day progress towards that goal 2. Measure proactive steps you take to trigger future success 3. Predict success Leading KPI Thought Process What can you track per month or week that gives you an indicator for the level of volunteer retention? • Do they hop on monthly phone calls? • Are they involved or just a listener? • How many days does it take to get a response via email? • How many chapter members reach out to National for assistance?
- 11. Leading KPI # ofdays it takes to get a response from a volunteer Lagging KPI Volunteer retention rate
- 12. Lag to Lead Kyleneeds to lose 15 lbs…
- 13. Leading KPIs LaggingKPIs First-year member event attendance rate New member onboarding email opens Percentage of new members reached by 6 month phone call Percentage of members serving in volunteer roles Percentage of members who attended leadership training events Weekly newsletter open rate Percentage of members who participate in online community First-year member retention rate First-year member retention rate First-year member retention rate Percentage of members applying for leadership positions each year Percentage of members applying for leadership positions each year Annual retention rate Annual retention rate
- 14. Leading KPIs LaggingKPIs Membership survey response rate Conference marketing emails open rate Conference website visits Percentage of vendors participating in marketing consultations with chapter leaders/staff Learning material download rate Annual retention rate Annual conference attendance Annual conference attendance Annual revenue from exhibits, sponsorships and advertising Newly certified members
- 15. Aligned KPIs are alignedwith national/chapter strategic goals. The same set of KPIs are used for all chapters. The 5A’s 01 Actionable KPIs give you and your chapters actionable insight – they help you make decisions. KPIs provide a warning sign in some cases. 02 Alive KPIs evolve alongside changing conditions. Reevaluate KPIs every 6 months or so. 03 • Are KPIs still aligned with national and chapter goals? • Are leading KPIs truly foreshadowing success? • Where are we struggling? How can we improve performance?
- 16. Accessible The data usedto measure KPIs is accessible – easy to gather and share. The 5 A’s 04 Accurate The data used to measure KPIs is reliable and accurate. 05
- 17. Example: NAR Visibility &Setting An Example National Association of Realtors Provide visibility on their website for all chapters to access and leverage. Also, provides assurance to members that their dues are going towards an organization that is focused on results and outcomes. Is your association tracking any of the these? https://www.nar.realtor/ae/manage-your-association/strategic- planning-resources-toolkit/key-performance-indicators-kpis
- 18. How Dashboards HelpTrack KPIs A dashboard’s standard display is easy to share, interpret, make a habit to consult, act upon and modify. These are examples of dashboard tools you can use to track KPIs: Dashboard Tools • Klipfolio • Tableau • Zoho • Data Cracker • Data Hero • OfficeReports • Discover Text • Google Spreadsheets Example of Klipfolio dashboard
- 19. How Will YouGet the Data? Resources • Driving Component Success with Performance Dashboards by Mariner Management (Slideshare presentation) • ASAE’s Component Relations Handbook, chapter 11 • 6 Tips to Pick the Best KPI’s for your Strategy by Jeroen De Flander (animated video) • Chapter Dashboards: Part 1, Part 2 and Part 3 by Billhighway (webinar presentations on Slideshare)
- 20.
- 21. Q&A – AskAway!
- 22. • https://www.amazon.com/Disciplines-Execution-Achieving-Wildly-Important/dp/1491517751 • https://www.amazon.com/Traction-Get-Grip-Your-Business/dp/1936661837 •https://docs.google.com/spreadsheets/d/1wmPQMXEsT6aTeRIbDJ5uS_XkoRe8-r- uVm3LZYbeR4Y/edit?usp=sharing • https://traction.eosworldwide.com/hubfs/EOS-GWC.pdf?t=1487810113303 • https://traction.eosworldwide.com/hubfs/EOS-People-Analyzer.pdf?t=1487810113303 Book Worms & Links
Editor's Notes
- #2 Going with a Valentine’s Day theme on this one. In your 1 hour reminder email, you should have received a link to our data workbook…if not, download it now: http://bit.ly/2miVpbB
- #3 What does BH do? Work with chapter-based associations to simplify the operations and financial complexities of having chapters.
- #5 We just want to cover a brief overview. There are some repeats, but also some new people from our previous dashboard webinars (could plug that they can view them on our Knowledge Bank). Therefore, we moved some additional overview/reference slides to our appendix section, which will be available in the follow up email.
- #6 Ask audience: Any other examples of KPIs you use? If they’re following the 7 Ways to Make Chapter KPIs Successful Workbook…page 2
- #9 You can focus on lagging KPIs all day long, but you won’t see real change until you start to focus on the leading KPIs that drive you forward. You can also control these and make a daily impact and difference. Example of lagging KPI: chapter retention rate Ask audience: What other leading KPIs could measure actions leading to increased retention? If they’re following the 7 Ways to Make Chapter KPIs Successful Workbook…page 3
- #11 Even though phone call is monthly = very important. If after 1 month someone misses a call without rescheduling, that’s a trigger. Keeping in mind that they have a full time job, someone that takes 3 days is much more engaged than someone who takes 7 days to respond. Maybe you need to unpack the reasons behind the delay. Too many members reaching out from one chapter? Clear indicator they’re not getting the help they need from the chapter. These are all things you can do something about before it hurts your volunteer turnover rate or your membership retention rate. Maybe you find one of these is a better indicator than the other. More volunteer engagement = may better retention rate.
- #12 Example of leading KPI: # of days it takes to get a response from a volunteer (these actions theoretically lead to an increase in volunteer retention) Example of lagging KPI: volunteer retention rate If they’re following the 7 Ways to Make Chapter KPIs Successful Workbook…page 3
- #13 https://docs.google.com/spreadsheets/d/1wmPQMXEsT6aTeRIbDJ5uS_XkoRe8-r-uVm3LZYbeR4Y/edit?usp=sharing
- #14 Examples of chapter KPIs Really take the time to walk/talk through these 1 by 1
- #15 Examples of chapter KPIs Ask audience: What other lagging and related leading KPIs would be useful to your organization? *Note: We should ask what people we are doing and facilitate some conversation around these… Think about your annual goals – how do you know if you’re on track?
- #16 Tie back to table, these are all things that will impact either revenue or membership. If they’re following the 7 Ways to Make Chapter KPIs Successful Workbook…page 2 The 5 A’s – best practices for developing KPIs 1. Aligned KPIs are aligned with national/chapter strategic goals. The same set of KPIs are used for all chapters. (Individual chapters can later add unique KPIs but the standard set must be used as well.) 2. Actionable KPIs give you and your chapters actionable insight – they help you make decisions. KPIs provide a warning sign in some cases. Alive KPIs evolve alongside changing conditions. Reevaluate KPIs every 6 months or so. Are KPIs still aligned with national and chapter goals? Are leading KPIs truly foreshadowing success? Where are we struggling? How can we improve performance?
- #17 If they’re following the 7 Ways to Make Chapter KPIs Successful Workbook…page 2 The 5 A’s – best practices for developing KPIs 4. Accessible The data used to measure KPIs is accessible – easy to gather and share. 5. Accurate The data used to measure KPIs is reliable and accurate.
- #18 https://www.nar.realtor/ae/manage-your-association/strategic-planning-resources-toolkit/key-performance-indicators-kpis
- #19 If they’re following the 7 Ways to Make Chapter KPIs Successful Workbook…page 5
- #20 If they’re following the 7 Ways to Make Chapter KPIs Successful Workbook…page 5
- #21 Kyle show live demo of Klipfolio now. Take your time and go slow so people can replicate what you are doing. Ask if they have questions. Scorecard is for your team personally to track, you still need dashboards to report to your leadership team. Leadership doesn’t care about number of emails opened, but they will care about the attendance at the annual conference and you need to be able to easily show them the results.