Establishing KPIs /     Baselining Your Intranet                                           Bryan Robertson                ...
DEFINITIONS© OpenRoad Communications 2010 / 2011
Benchmarkingcomparing ones business processesand performance metrics to industrybests      Flickr Creative Commons - Dawn ...
Baseline  initial known value which is used for  comparison with later data           Flickr Creative Commons - Justin Sco...
KPI – Key Performance Indicator“(KPIs) are simply a tool for assessing the impactof a particular project or activity.While...
MEASUREMENT PROCESS© OpenRoad Communications 2010 / 2011
Measurement Process                                                                       Measurement                     ...
Measurement Process                                                                       Measurement                     ...
Clear Strategy      Flickr Creative Commons – Christian V. - http://www.flickr.com/photos/shyald/409601105/
Measurement Process                                                                       Measurement                     ...
KPI DEVELOPMENT© OpenRoad Communications 2010 / 2011
Define Success          Flickr Creative Commons - Charlie Cowins – http://www.flickr.com/photos/charliecowins/3891418262
Success Evidence                                        Financial                                                        B...
Success Examples     Financial                          Spend less money on paper     Behavioural                        E...
Draft KPIs© OpenRoad Communications 2010 / 2011
Metric Examples    Spend less on paper                 • Monthly paper spend                                        • Mont...
Review KPIs                                                                                 it                            ...
Review KPI Fit© OpenRoad Communications 2010 / 2011                                        Flickr Creative Commons - Simon...
Review KPI Form         “ Use rates, ratios, percentages and averages         instead of raw numbers          Leverage tac...
Review KPI Function On strategy? Have buy-in? Mission critical?© OpenRoad Communications 2010 / 2011   Flickr Creative Com...
Measurement Process                                                                       Measurement                     ...
Sound          IMPLEMENTATION© OpenRoad Communications 2010 / 2011
Design to measure© OpenRoad Communications 2010 / 2011   Flickr Creative Commons - Dan McKay – http://www.flickr.com/photo...
Measurement Project     Planning     Development     Processes     Testing© OpenRoad Communications 2010 / 2011   ppdigita...
Measurement Process                                                                       Measurement                     ...
MEASUREMENT© OpenRoad Communications 2010 / 2011
Data points for trend© OpenRoad Communications 2010 / 2011   Flickr Creative Commons - Patrick Hoesly - http://www.flickr....
Determine baseline© OpenRoad Communications 2010 / 2011                                        Flickr Creative Commons - B...
Reporting© OpenRoad Communications 2010 / 2011                          2009
Action© OpenRoad Communications 2010 / 2011   Flickr Creative Commons - Jeffrey Beall – http://www.flickr.com/photos/denve...
SUMMING UP© OpenRoad Communications 2010 / 2011
Measurement Process                                                                       Measurement                     ...
Flickr Creative Commons - mandiberg – http://www.flickr.com/photos/theredproject/3302110152/
Bryan Robertson                                 bryanr@thoughtfarmer.com                                     604.694.0554 ...
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KPIs and baselining your intranet - Bryan Robertson

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The old axiom applies to intranets too: what gets measured gets done. Learn from analytics expert Bryan Robertson how to establish metrics that can be used to measure success and establish a baseline to measure intranet performance going.

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KPIs and baselining your intranet - Bryan Robertson

  1. 1. Establishing KPIs / Baselining Your Intranet Bryan Robertson Sr. Analyst OpenRoad© OpenRoad Communications 2010 / 2011
  2. 2. DEFINITIONS© OpenRoad Communications 2010 / 2011
  3. 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. 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. 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. 6. MEASUREMENT PROCESS© OpenRoad Communications 2010 / 2011
  7. 7. Measurement Process Measurement Well formed Sound Clear strategy & Improvement KPIs implementation Process© OpenRoad Communications 2010 / 2011
  8. 8. Measurement Process Measurement Well formed Sound Clear strategy & Improvement KPIs implementation Process© OpenRoad Communications 2010 / 2011
  9. 9. Clear Strategy Flickr Creative Commons – Christian V. - http://www.flickr.com/photos/shyald/409601105/
  10. 10. Measurement Process Measurement Well formed Sound Clear strategy & Improvement KPIs implementation Process© OpenRoad Communications 2010 / 2011
  11. 11. KPI DEVELOPMENT© OpenRoad Communications 2010 / 2011
  12. 12. Define Success Flickr Creative Commons - Charlie Cowins – http://www.flickr.com/photos/charliecowins/3891418262
  13. 13. Success Evidence Financial Behavioural Physical Experiential Attitudinal Technical© OpenRoad Communications 2010 / 2011
  14. 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. 15. Draft KPIs© OpenRoad Communications 2010 / 2011
  16. 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. 17. Review KPIs it orm unction Flickr Creative Commons - Matt Stangis - http://www.flickr.com/photos/docksidepress/240029788/© OpenRoad Communications 2010 / 2011
  18. 18. Review KPI Fit© OpenRoad Communications 2010 / 2011 Flickr Creative Commons - Simon Webster – http://www.flickr.com/photos/12495774@N02/2598973384/
  19. 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. 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. 21. Measurement Process Measurement Well formed Sound Clear strategy & Improvement KPIs implementation Process© OpenRoad Communications 2010 / 2011
  22. 22. Sound IMPLEMENTATION© OpenRoad Communications 2010 / 2011
  23. 23. Design to measure© OpenRoad Communications 2010 / 2011 Flickr Creative Commons - Dan McKay – http://www.flickr.com/photos/mukluk/288925731/
  24. 24. Measurement Project Planning Development Processes Testing© OpenRoad Communications 2010 / 2011 ppdigital – (CC)
  25. 25. Measurement Process Measurement Well formed Sound Clear strategy & Improvement KPIs implementation Process© OpenRoad Communications 2010 / 2011
  26. 26. MEASUREMENT© OpenRoad Communications 2010 / 2011
  27. 27. Data points for trend© OpenRoad Communications 2010 / 2011 Flickr Creative Commons - Patrick Hoesly - http://www.flickr.com/photos/zooboing/4183276010/
  28. 28. Determine baseline© OpenRoad Communications 2010 / 2011 Flickr Creative Commons - Ben Hulley – http://www.flickr.com/photos/benhulley/98129438/
  29. 29. Reporting© OpenRoad Communications 2010 / 2011 2009
  30. 30. Action© OpenRoad Communications 2010 / 2011 Flickr Creative Commons - Jeffrey Beall – http://www.flickr.com/photos/denverjeffrey/1244696611/
  31. 31. SUMMING UP© OpenRoad Communications 2010 / 2011
  32. 32. Measurement Process Measurement Well formed Sound Clear strategy & Improvement KPIs implementation Process© OpenRoad Communications 2010 / 2011
  33. 33. Flickr Creative Commons - mandiberg – http://www.flickr.com/photos/theredproject/3302110152/
  34. 34. Bryan Robertson bryanr@thoughtfarmer.com 604.694.0554 x105 twitter.com/bryantrobertson thoughtfarmer.com/blog© OpenRoad Communications 2010 / 2011

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