Practical help with KPIs, measures and reporting
Imagine a friend saying to you “Can you pop out to the hardware store and buy a tool for me?”. Obviously your first question would be “What kind of tool are you looking for?” Deciding on your measures and KPIs without having a clear strategy is exactly like going tool shopping without knowing what it [...]
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 [...]
Imagine going into B&Q, finding one of the helpful staff and saying “You know a lot about tools, I’d like you to recommend a good one please?”. It sounds pretty silly and it’s pretty clear that the response will be “Well, what is it you want the tool for?”. Strangely enough, many people and organisations [...]
