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KPI Expert Blogs

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

How to Help the Project-Oriented Become Results-Oriented

Posted by Stacey Barr over 7 years ago, 6 comments
Subscriber Sue asks: "My biggest challenge is that senior management doesn't want their strategy to be results focused or necessarily strategic - instead they focus on a plethora of new projects. How do you convince leadership of the importance of having a results-oriented strategy and making it measurable?

The Single Best Thing You Must Do To Find Useful KPIs

Posted over 7 years ago, 5 comments
Weasel words are words that have no specific and obvious and singular meaning. They bring no clear images to mind of what is meant. Words like: effective, sustainable, harnessed, connectedness and leveraged. Weasel words have a stupifying effect on people's understanding of goals that are written with them, as well as rendering those goals immeasurable.

Tips from the Strategic Performance & Change Management Summit, Atlanta 2013

Posted over 7 years ago, 0 comments
It's the people I met at the Strategic Performance & Change Management Summit in Atlanta in March 2013 that left the biggest impression on me. Here's what they taught me about the change process that underpins strategy and performance work...
Dan Kane

What makes for a compelling metrics story?

Posted by Dan Kane over 7 years ago, 0 comments
In my first article Do your metrics tell a story? I discussed the “traditional” approach to reporting metrics, and why that approach is ineffective at driving action or decisions. Personal observations are far more effective. Personal observations appearing to conflict with the data presented can actually strengthen opposition to whatever decision or action the data suggests. Presenting data as part of a story reboots the way we receive data. Done well, it creates an experience very similar to personal observation. So how can we do this well? What makes a compelling metrics story?
Paul Niven

You Can't Execute a Strategy That Doesn't Exist

Posted by Paul Niven almost 8 years ago, 3 comments
Want to improve the odds of strategy execution? Ask any executive that question and they’re certain to nod in enthusiastic agreement. Well, I have one piece of can’t miss advice that will ensure you beat the oft-cited statistics of execution failure. Here it is: Have a well-understood strategy and communicate it widely.
Dan Kane

First Contact Resolution is the last refuge of a scoundrel

Posted by Dan Kane almost 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.