How to select the right KPIs for your process?
right KPIs
Selecting the right key performance indicators (KPIs) for your process can be a challenging task. However, with a clear understanding of your business objectives and a systematic approach, you can identify the most relevant and meaningful KPIs for your organization.
First, it’s important to understand the difference between a KPI and a metric. A metric is simply a measure of performance, while a KPI is a metric that is specifically chosen to measure the progress toward a specific business objective.
With so many potential KPIs to choose from, it can be difficult to know which ones are the most relevant and valuable for your specific process. Here are some steps you can follow to select the right KPIs:
- Understand the purpose of your process : The first step in selecting the right KPIs for your process is to understand the purpose of the process. What are the goals and objectives of the process? What are the key outcomes that you are trying to achieve? Understanding the purpose of your process will help you identify the KPIs that are most relevant and important to track.
- Identify the key stakeholders : Another important step in selecting the right KPIs is to identify the key stakeholders in your process. These are the individuals or groups who have a direct interest in the process and its outcomes. Identifying the key stakeholders will help you understand their needs and priorities, which will in turn help you select KPIs that are meaningful and relevant to them.
- Determine the key process steps : The next step in selecting the right KPIs is to identify the key process steps. This will help you understand the flow of the process and identify the key activities that are critical to its success. Identifying the key process steps will also help you identify potential bottlenecks or areas for improvement, which will inform your selection of KPIs.
- Use a balanced scorecard approach : A balanced scorecard approach is a useful tool for selecting KPIs. This approach involves selecting KPIs that measure performance in four key areas: financial, customer, internal processes, and learning and growth. By selecting KPIs in each of these areas, you will be able to track performance across a variety of dimensions, which will provide a more comprehensive view of your process.
- Consider data availability : Finally, when selecting KPIs for your process, it is important to consider data availability. You will want to select KPIs that are easy to measure and that have a reliable data source. If you are unable to measure a KPI or if the data is unreliable, it will be of little value to your process.
The right KPIs can provide important insights into the performance of your process and help you make data-driven decisions.
Selecting the right KPIs for your process requires a clear understanding of your business objectives, a systematic approach to identifying potential KPIs, and a plan for measuring and reporting on them. By following these steps, you can ensure that you are measuring the right things and that you are getting the insights you need to drive your business forward.
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With there being 3.5 billion smartphone users in the world, mobile becomes one of the key elements of an omnichannel strategy. With the addition of hundreds of millions of users in a month, it makes sense for a customer to seek support on their mobile devices too.
According to a study conducted by SuperOffice, 90% of customers stated their customer service experience on mobile was negative and 52% of customers said that a poor mobile experience makes them less inclined to the brand. To improve on this factor, make it easier for your customer to navigate and get support. The top complaint of customers for customer service on a mobile site was “difficult to navigate”.
With there being 3.5 billion smartphone users in the world, mobile becomes one of the key elements of an omnichannel strategy. With the addition of hundreds of millions of users in a month, it makes sense for a customer to seek support on their mobile devices too.
According to a study conducted by SuperOffice, 90% of customers stated their customer service experience on mobile was negative and 52% of customers said that a poor mobile experience makes them less inclined to the brand. To improve on this factor, make it easier for your customer to navigate and get support. The top complaint of customers for customer service on a mobile site was “difficult to navigate”.