1.
Establishing KPIs / Baselining Your Intranet Bryan Robertson Sr. Analyst OpenRoad© OpenRoad Communications 2010 / 2011

2.
DEFINITIONS© OpenRoad Communications 2010 / 2011

3.
Benchmarkingcomparing ones business processesand performance metrics to industrybests Flickr Creative Commons - Dawn Endico – http://www.flickr.com/photos/candiedwomanire/36075713/ PP Digital – (CC)

4.
Baseline initial known value which is used for comparison with later data Flickr Creative Commons - Justin Scott Campbell – http://www.flickr.com/photos/29143375@N05/4948013233/

5.
KPI – Key Performance Indicator“(KPIs) are simply a tool for assessing the impactof a particular project or activity.While these are often numeric in nature („improvesales by 20%‟) they can also be qualitative(„improve staff satisfaction levels‟).In either case, metrics provide clear and tangiblegoals for a project, and criteria for projectsuccess.” -- James Robertson “Metrics for knowledge management and content management” Flickr Creative Commons - simlp.co.uk - http://www.flickr.com/photos/biscuitsmlp/2246503687/

6.
MEASUREMENT PROCESS© OpenRoad Communications 2010 / 2011

7.
Measurement Process Measurement Well formed Sound Clear strategy & Improvement KPIs implementation Process© OpenRoad Communications 2010 / 2011

8.
Measurement Process Measurement Well formed Sound Clear strategy & Improvement KPIs implementation Process© OpenRoad Communications 2010 / 2011

9.
Clear Strategy Flickr Creative Commons – Christian V. - http://www.flickr.com/photos/shyald/409601105/

10.
Measurement Process Measurement Well formed Sound Clear strategy & Improvement KPIs implementation Process© OpenRoad Communications 2010 / 2011

11.
KPI DEVELOPMENT© OpenRoad Communications 2010 / 2011

12.
Define Success Flickr Creative Commons - Charlie Cowins – http://www.flickr.com/photos/charliecowins/3891418262

13.
Success Evidence Financial Behavioural Physical Experiential Attitudinal Technical© OpenRoad Communications 2010 / 2011

14.
Success Examples Financial Spend less money on paper Behavioural Employees store proposal documents in SharePoint instead of the LAN folders Technical Intranet pages will load more quickly than the old CMS Attitudinal Employees express satisfaction with the intranet Experiential Time required to submit expenses is reduced Physical Intranet users exhibit lower symptoms of stress© OpenRoad Communications 2010 / 2011

15.
Draft KPIs© OpenRoad Communications 2010 / 2011

16.
Metric Examples Spend less on paper • Monthly paper spend • Monthly paper spend per employee Proposals stored in • SharePoint proposal folders created per month SharePoint • Ratio of SharePoint to non-SharePoint proposal folders Intranet page load • Weekly average page load time • Daily maximum page load time Employee • Average employee intranet satisfaction rating satisfaction (survey) Expenses task time • Average monthly time to submit expenses Fewer stress • Average resting heart rate per shift symptoms© OpenRoad Communications 2010 / 2011

17.
Review KPIs it orm unction Flickr Creative Commons - Matt Stangis - http://www.flickr.com/photos/docksidepress/240029788/© OpenRoad Communications 2010 / 2011

18.
Review KPI Fit© OpenRoad Communications 2010 / 2011 Flickr Creative Commons - Simon Webster – http://www.flickr.com/photos/12495774@N02/2598973384/

19.
Review KPI Form “ Use rates, ratios, percentages and averages instead of raw numbers Leverage tachometers and thermometers and stoplights instead of pie charts and graphs Provide temporal context and highlight change instead of presenting tables of data Drive business-critical action” -- Eric T Peterson “The Big Book of Key Performance Indicators”© OpenRoad Communications 2010 / 2011

20.
Review KPI Function On strategy? Have buy-in? Mission critical?© OpenRoad Communications 2010 / 2011 Flickr Creative Commons - Jarek Pelczynski – http://www.flickr.com/photos/xjara69/3387985048/

21.
Measurement Process Measurement Well formed Sound Clear strategy & Improvement KPIs implementation Process© OpenRoad Communications 2010 / 2011

22.
Sound IMPLEMENTATION© OpenRoad Communications 2010 / 2011

23.
Design to measure© OpenRoad Communications 2010 / 2011 Flickr Creative Commons - Dan McKay – http://www.flickr.com/photos/mukluk/288925731/

24.
Measurement Project Planning Development Processes Testing© OpenRoad Communications 2010 / 2011 ppdigital – (CC)

25.
Measurement Process Measurement Well formed Sound Clear strategy & Improvement KPIs implementation Process© OpenRoad Communications 2010 / 2011

26.
MEASUREMENT© OpenRoad Communications 2010 / 2011

27.
Data points for trend© OpenRoad Communications 2010 / 2011 Flickr Creative Commons - Patrick Hoesly - http://www.flickr.com/photos/zooboing/4183276010/

28.
Determine baseline© OpenRoad Communications 2010 / 2011 Flickr Creative Commons - Ben Hulley – http://www.flickr.com/photos/benhulley/98129438/

29.
Reporting© OpenRoad Communications 2010 / 2011 2009

30.
Action© OpenRoad Communications 2010 / 2011 Flickr Creative Commons - Jeffrey Beall – http://www.flickr.com/photos/denverjeffrey/1244696611/

31.
SUMMING UP© OpenRoad Communications 2010 / 2011

32.
Measurement Process Measurement Well formed Sound Clear strategy & Improvement KPIs implementation Process© OpenRoad Communications 2010 / 2011

33.
Flickr Creative Commons - mandiberg – http://www.flickr.com/photos/theredproject/3302110152/

34.
Bryan Robertson bryanr@thoughtfarmer.com 604.694.0554 x105 twitter.com/bryantrobertson thoughtfarmer.com/blog© OpenRoad Communications 2010 / 2011