Key Performance Indicators, 4th Edition

CHAPTER 11Ongoing Support and Refinement of KPIs and CSFs

Overview

Although most KPIs should always be maintained because of their relevance to the organization-wide CSFs, there will be some changes through constant improvement, refinement, and the introduction of a new CSF.

There needs to be a careful process before there are any changes to the suite of CSFs and their associated measures.

It is essential that the use and effectiveness of KPIs be maintained. Teams will need to modify and change some of their KPIs and PIs as priorities change during their journey of process improvement.

The key learning points from this chapter are:

1. The need for continuous improvement in the use of KRIs, RIs, PIs, and KPIs.
2. The need to constantly support empowerment of the frontline to correct deficient performance.
3. The importance of the rollout KPI training to existing and new staff.
4. Maintaining a constant focus on John Kotter's eight-stage selling change process and Peter Drucker's abandonment rule.
5. The need to review the organization's CSFs annually.
6. The need for an annual one-day focus group to revisit the performance measures.

Many organizations have performed worthwhile KPI groundwork, only to have it fail or become buried when the originator leaves the organization. It is, therefore, important that the use of KPIs become widespread in an organization and that it be incorporated into its culture.

To understand how this stage fits within the KPI methodology, an overview of the important ...