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Performance Measurement

KPI Expert Blogs

Timeless wisdom from the experts on KPIs & Performance Measurement.
Dan Kane

First Contact Resolution is the last refuge of a scoundrel

Posted by Dan Kane about 8 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.
Stacey Barr

How Do You Get People to Give Time to Measuring?

Posted by Stacey Barr over 8 years ago, 1 comment
Donna works in a large public sector organisation that still has ad hoc KPIs. Her question is not surprising: "How do you get people to invest the time to develop good performance measures?"
Bradley O.

Putting the Indicator Back in KPI

Posted by Bradley O. over 8 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.
Stacey Barr

Improve Your KPIs in Spite of What Holds You Back

Posted by Stacey Barr over 8 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.

What's Missing From Your KPI Framework?

Posted over 8 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.

The REAL reason for BHAGs is NOT to achieve them!

Posted over 8 years ago, 8 comments
Big hairy audacious goals are scary. So are stretch targets. So scary that most of the time we avoid them or ignore them. What we don't realise is, that by avoiding them because we can't guarantee we will meet them, we end up guaranteeing a fate worse than failure.