Practical help with KPIs, measures and reporting
Here are some really bad ways to choose the measures you use and report on: Interesting measures – People are driven by curiosity and that’s great, but don’t overdo it. I once worked with a call centre that had 128 KPIs, they just couldn’t bring themselves to leave any out. This is a symptom of [...]
There’s lots of ways of achieving any goal. Through a combination of trial and error, I’ve come up with the GET FIGURES method. The GET FIGURES method is 10 step process to take you from your initial strategic objectives through to a set of working measures. It’s a bit painful fitting the steps to a [...]
