Implementing a KPI Factory for your organisation

CHALLENGES

● When measured, indicators measured without an end-to-end view (e.g. Req-to-Pay)

● Internal divisions calculated same indicator using different formulas

● KPI’s got lost in the organisation as people shifted to different roles

● Urging need to measure and control Service Level Agreements and internal costs

● Non-standard reports created ways for different interpretations

● Created base case to understand how many HH could be saved per month across organisations

● Built vision and base-case to CFO that correctly justified outsourced model of KPI

● Structured KPI Factory team – Request, Performance, Delivery – and automated all processes

● Applied PDCA continuous improvement after implementation to achieve uniformity and excellence in each KPI calculation

● Took out burden from business divisions to calculate own performance

● Created a single unbiased reference of performance calculation for entire organisation

● KPI Factory delivered 484 indicators in May’08 and about 3,500 in Jul’12 at all levels and functions with a team of only 12 FTE’s

● During the same period, on-time KPI delivery increased from 54% to 94%