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Key Performance Indicators: Developing, Implementing, and Using Winning KPIs

Book Description

Breathtaking in its simplicity and profound in its impact, Key Performance Indicators (KPI) distills the balanced scorecard process into twelve logical steps, equipping users with an implementation resource kit that includes questionnaires, worksheets, workshop outlines, and a list of over 500 performance measures. Author David Parmenter provides you with everything you need to master and implement a KPI-driven strategy.

Table of Contents

  1. Copyright
  2. Preface
    1. Embarking on a KPI/Balanced Scorecard Project
      1. How to Use This Book
      2. Using Chapter 1: Introduction
      3. Using Chapter 2: Foundation Stones for Implementing Key Performance Indicators
      4. Using Chapter 3: Developing and Using KPIs: A 12-Step Model
      5. Using Chapter 4: KPI Team Resource Kit
      6. Using Chapter 5: Templates for Reporting Performance Measures
      7. Using Chapter 6: Facilitator’s Resource Kit
      8. Using the Appendix: Performance Measures Database
    2. Endnote
  3. Acknowledgments
  4. 1. Introduction
    1. Key Result Indicators
    2. Key Performance Indicators
      1. Seven Characteristics
      2. Lead and Lag Confusion
      3. 10/80/10 Rule
      4. Importance of Timely Measurement
      5. Learned Reaction to Measurement
    3. Management Models that have a Profound Impact on KPIs
      1. Balanced Scorecard
      2. Beyond Budgeting Management Model
      3. Converting Reporting from Information Memorandums to Decision-Based Reports
      4. People Practices
    4. Definitions
    5. Endnotes
  5. 2. Foundation Stones for Implementing Key Performance Indicators
    1. Four Foundaton Stones Guiding the Development and Use of KPIs
      1. Partnership Foundation Stone
      2. Transfer of Power to the Frontline Foundation Stone
      3. Integration of Measurement, Reporting, and Improvement of Performance Foundation Stone
      4. Linking Performance Measures to Strategy Foundation Stone
    2. Defining Vision, Mission, and Strategy
    3. How to Implement Winning KPIs in 16 Weeks
      1. Lesson 1: Appoint an External Project Facilitator
      2. Lesson 2: Begin with the Senior Management Team: Commitment and Education
        1. Benefit of This Action
      3. Lesson 3: Focus on the Critical Success Factors
        1. Benefit of This Action
      4. Lesson 4: Follow the 10/80/10 Rule
        1. Benefit of This Action
      5. Lesson 5: Select a Small KPI Team
        1. Benefit of This Action
      6. Lesson 6: “Just Do It”
        1. Benefit of This Action
      7. Lesson 7: Use Existing Systems for the First 12 Months
        1. Benefit of This Action
      8. Lesson 8: Trap All Performance Measures in a Database and Make Them Available to All Teams
        1. Benefit of This Action
      9. Lesson 9: KPI Reporting Formats Are an “Art Form, Not a Science”
        1. Benefit of This Action
      10. Lesson 10: Maybe You Need to Rename
        1. Benefit of This Action
    4. Endnotes
  6. 3. Developing and Using KPIs: A 12-Step Model
    1. Step 1: Senior Management Team Commitment
      1. Purpose
      2. Key Steps for SMT Commitment
        1. Benefits of This Step
    2. Step 2: Establishing a “Winning KPI” Project Team
      1. Purpose
      2. Key Tasks for Establishing a Winning KPI Project Team
        1. Benefits of This Step
    3. Step 3: Establishing a “Just Do It” Culture and Process
      1. Purpose
      2. Key Tasks to Establish a “Just Do It” Culture and Process
        1. Benefits of This Step
    4. Step 4: Setting Up a Holistic KPI Development Strategy
      1. Purpose
      2. Key Tasks for Setting Up a Holistic KPI Development Strategy
        1. Benefits of This Step
    5. Step 5: Marketing the KPI System to all Employees
      1. Purpose
      2. Key Tasks for Marketing KPIs to All Employees
        1. Benefits of This Step
    6. Step 6: Identifying Organization-Wide Critical Success Factors
      1. Purpose
      2. Key Tasks for Identifying Organization-Wide Critical Success Factors
        1. Benefits of This Step
    7. Step 7: Recording Performance Measures in a Database
      1. Purpose
      2. Key Tasks for Recording Performance Measures in a Database
        1. Benefits of This Step
    8. Step 8: Selecting Team-Level Performance Measures
      1. Purpose
      2. Why Team Performance Measures are Critical
      3. Key Tasks for Selecting Team-Level Performance Measures
        1. Benefits of This Step
    9. Step 9: Selecting Organizational “Winning KPIS”
      1. Purpose
      2. Key Tasks for Selecting Organizational “Winning KPIs”
        1. Benefits of This Step
    10. Step 10: Developing the Reporting Framework at All Levels
      1. Purpose
      2. Getting Action to Happen in the Right Direction
      3. Key Tasks for Developing the Reporting Frameworks at All Levels
        1. Benefits of This Step
    11. Step 11: Facilitating the Use of Winning KPIS
      1. Purpose
      2. Key Tasks for Facilitating Use of KPIs
        1. Benefits of This Step
    12. Step 12: Refining KPIs to Maintain their Relevance
      1. Purpose
      2. Key Tasks for Refining KPIs to Maintain Their Relevance
        1. Benefits of This Step
    13. Endnotes
  7. 4. KPI Team Resource Kit
    1. Using This Resource KIT
    2. Step 1 Worksheet: Senior Management Team Commitment
      1. Half-Day Workshop for the SMT on Implementing KPIs—and Getting It Right the First Time
      2. One-Day Focus Group on Implementing Performance Measures—and Getting It Right the First Time
      3. Progress Update Workshop for the SMT
    3. Step 2 Worksheet: Establishing a Winning KPI Team
      1. Winning KPI Team Establishment Questionnaire
      2. Winning KPI Team 360-Degree Questionnaire
    4. Step 3 Worksheet: Establish a “Just Do It” Culture for This Project
    5. Step 4 Worksheet: Setting Up a Holistic KPI Development Strategy
    6. Step 5 Worksheet: Marketing the KPI System to All Employees
      1. Marketing KPIs to All Employees Questionnaire
      2. Road Show for Staff—and Getting It Right First Time
    7. Step 6 Worksheet: Identifying Organization-Wide CSFs
    8. Step 7 Worksheet: Comprehensive Recording of Measures within the Database
    9. Step 8 Worksheet: Selecting Team Performance Measures
    10. Step 9 Worksheet: Selecting Organization-Wide “Winning KPIs”
    11. Step 10 Worksheet: Developing Display, Reporting, and Review Frameworks at All Levels
    12. Step 11 Worksheet: Facilitating the Use of KPIs
    13. Step 12 Worksheet: Refining and Modifying KPIs to Maintain Their Relevance
  8. 5. Templates for Reporting Performance Measures
    1. Reporting Key Result Indicators in a “Dashboard” to the Board
    2. Reporting Performance Measures to Management
      1. Daily Reporting
      2. Weekly Reporting
      3. Monthly Reporting
    3. Reporting Performance Measures to Staff
      1. Team Balance Scorecards
      2. Reporting Organizational Progress to Staff
    4. Graph Format Examples
  9. 6. Facilitator’s Resource Kit
    1. Remember the Fundamentals
      1. 12 Steps and the Facilitator’s Involvement in Them
      2. Checklist of the Facilitator Role
      3. KPI Typical Questions and Answers
        1. Introduction to the Question-and-Answer Format
      4. Running Workshops
  10. Performance Measures Database