Wednesday , August , 15 , 2018
The Institute Way Blog
Let’s say our organization needs to buy a fleet of vehicles and we have two procurement teams. We tell team 1 that we want quiet, blue, four-door, fuel-efficient cars. We tell team 2 that we want world-class, high-quality, great-value, high-performing cars. Then we give both teams a few weeks to find their vehicles. Guess which team will be able to produce measurable results?
As part of the KPI Basics series of content we are developing as part of the launch of the KPI.org website, I thought I would introduce the different types of key performance indicators. As I describe in the accompanying video, we like to use a framework called the Logic Model to describe the first four types.
My daughter recently took an art camp offered by the city. When I arrived for pick up on the last day, the students were filling in program evaluations. Our later conversation about randomly filled bubbles, porta-potties, and palaces inspired me to revisit some important principles in KPI development.
We’ve received a lot of interest in our new KPI Certification Program. In fact, one woman said she couldn’t wait until the first scheduled program offering. She also wanted to know if we had a handy list of the most important principles – she wanted a cheat sheet! So in the interest in tiding her (and others) over, below I have compiled a few of the most...
Imagine you take your car to the car dealer to get serviced. Before you give your car to the service manager you see the following performance statistics posted on the wall:
Average time to wait for an appointment after requesting one—27 days
Number of people who requested an appointment but didn’t get one—46,000
Not too reassuring is it....