Producing Key Performance Indicators and Targets

This step identifies the key performance indicators (KPIs) that will be used to measure the organization’s relationship with the chosen stakeholder group. Businesses should use these KPIs to determine the degree of change from where the relationship stands today to where it will need to be in the future. This step also establishes the target performance level required for these dates and delivers a path for performance improvement over a period of time.

Refer to the right section in Figure 10.7 for an example of the knowledge produced as a result setting performance indicators and targets.


The techniques of producing KPIs and targets are some of the most elusive to master, despite their ...

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