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KPIs 101

KPI Expert Blogs

Timeless wisdom from the experts on KPIs & KPIs 101.
Stacey Barr

KPIs, Targets or Initiatives - Which Comes First?

Posted by Stacey Barr about 6 years ago, 1 comment
A weird thing happens in many organisations’ planning processes. They choose their strategic goals, then their strategic initiatives, then targets and then the KPI or performance measure. Often, there won’t even be a KPI or performance measure until after the plan is published.
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Dan Kane

First Contact Resolution is the last refuge of a scoundrel

Posted by Dan Kane about 6 years ago, 1 comment
"Patriotism is the last refuge of a scoundrel" -- This quote came to mind after reading a comment on another ITSM blog. The comment indicated that the core service desk metrics needed for senior management were first contact resolution (FCR), mean time to repair/resolve (MTTR), SLA compliance, and customer satisfaction. This was just a given. I come across that and similar perspectives frequently through client interactions and other online discussions, so I assume this perspective remains fairly mainstream.
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Bradley O.

Putting the Indicator Back in KPI

Posted by Bradley O. about 6 years ago, 1 comment
I like to ride my bicycle. In fact, I like to ride it well. I use an app on my iPhone called Strava to track how well I ride it. Using the magic of GPS, I can compare my times on certain stretches of road with all other Strava users. I am proud to say I am now the 632nd fastest of 1,007 riders on Kearny Villa Road.
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Stacey Barr

Improve Your KPIs in Spite of What Holds You Back

Posted by Stacey Barr about 6 years ago, 2 comments
We have lots of reasons not to measure performance: not enough time, not enough good data, not enough engagement from colleagues, not enough support from leaders, not enough clarity in our goals, not the right timing, and so on. These are all constraints. But they shouldn't be showstoppers.
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What's Missing From Your KPI Framework?

Posted about 6 years ago, 5 comments
Rhianna's organisation has a committee for their new KPI Reporting Framework project. And they've laid out an approach to consult the right people in developing new measures to align to their six strategic themes. Deadlines are set, senior leaders are supportive, the budget is approved. But chances are, they'll fail.
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When Your KPIs Have Less Than 100% Data Integrity

Posted over 6 years ago, 2 comments
Data quality worries most users of performance measures. There is an obscene number of reported measures that only generate dialogue about how unreliable the underlying data is, rather than how performance can be improved.
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