Key Performance Indicators, 4th Edition

CHAPTER 12Implementation Case Studies and Lessons

Overview

This chapter covers case studies from private, nonprofit, and public sector organizations, implementation lessons, and comparisons to other methodologies (Kaplan and Norton's Balanced Scorecard and Stacey Barr's PuMP).

The chapter also outlines the suggested worksheets and checklists, which can be accessed from the accompanying PDF, free of charge.

The key learning points from this chapter are:

1. The importance of a well-read and enthusiastic CEO to the successful outcome of the KPI project.
2. The significance of the KPI team leader selection process.
3. Differences between external outcomes and success factors are not always immediately obvious.
4. How lack of compliance to the seven KPI project foundation stones has led to project failure.
5. Each project is different, and the KPI team leader will be modifying the approach to best suit the organization.
6. The 10 key implementation lessons.
7. The four foundation stones the balanced scorecard methodology needs.

This chapter contains an overview of some of the implementations of the winning KPI methodology. This chapter will be of use to all those talented in-house staff members who have been asked to run the KPI project.

Recent Case Studies

I have been involved in two major implementations since writing the third edition. The case studies set out the observations I have made, the lessons learned, and the changes to the winning KPIs methodology that have evolved from them.