Key Performance Indicators: Developing, Implementing, and Using Winning KPIs, 3rd Edition

Chapter 17Common Critical Success Factors and Their Likely Measures

Overview

This chapter looks at some common critical success factors and their likely measures that might work in the private, government, and nonprofit sectors.

Although organizations need to go through the processes suggested in this book, I am always asked to give examples of common critical success factors (CSFs) and their likely measures that might work in both private and public organizations. Exhibit 17.1 shows some key result indicators (KRIs), result indicators (RIs), performance indicators (PIs), and some key performance indicators (KPIs) that will work.

Exhibit 17.1 Some Common CSFs and Their KRIs, RIs, PIs, and KPIs

Common CSF	KRI	RI	PI	Possible KPI
Stay, say, strive engagement with staff.	Staff satisfaction (if monitored at least three to four times a year).	Turnover of experienced staff who have been with the organization for more than three years (reported monthly).	Number of staff innovations implemented, by team (reported weekly).Staff who have been ill for over two weeks who do not have a back-to-work program (reported weekly to manager and general manager).	Staff who have handed in their notice today. Staff in key positions would be notified directly to the chief executive officer (CEO), other staff would be reported to the relevant general manager or senior manager. (The CEO has the opportunity to try to persuade the staff member to stay.) Number of initiatives implemented after ...