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1、原文：原文：CreatingCreatingEffectiveEffectiveKPIs.KPIs.EckersonWayneWOneofthemostcommonquestionspeopleaskaboutperfmancedashboardsisHowdowedefineeffectivekeyperfmanceindicats(KPIs)TheAnswerisimptantbecarusKPIsgovernhowemployee

2、sdotheirjobsAgentsofganizationalChangeTheadage‘Whatgetsmeasuredgetsdone’istrue.KPIsfocusemployees’attentiononthetaskstheprocessesthatexecutivesdeemmostcriticaltothesuccessofthebusiness.KPIsarelikeleversthatexecutivescanp

3、ulltomovetheganizationinnewdifferentdirections.InfactamongallthetoolsavailabletoexecutivestochangetheganizationmoveitinanewdirectionKPIsareperhapsthemostpowerfulSubsequentlyexecutivesneedtotreatKPIswithrespect.Aspowerful

4、agentsofchangeKPIscandriveunparalleledimprovementsplungetheganizationintochaosconfusion.IftheKPIsdonotaccuratelytranslatethecompany’sstrategygoalsintoconcreteactionsonadailybasistheganizationwillflounderimpedingeachother

5、’sprogressleavingeveryonetiredfrustratedwithlittletoshowftheireffts.SuboptimizedProcesses.AtruckingcompanyfexamplethatmeasuresperfmancebythepercentageofontimeshipmentsmaydrivehaulingcostsskywardbecausetheKPIdoesnothingto

6、discouragedispatchersfromsendingouthalfemptytruckstomeettheirschedules.TokeepcistsinlinethecompanyneedstoaddasecondKPIthatmeasuresthepercentageofunusedcargocapacityinoutgoingtrucksitneedstorevisethefuturestate(i.e.number

7、ofsalesmeetingsscheduledfthenexttwoweeks)thelatterbeingmepowerfulbecauseitgivesindividualstheirmanagersmetimetoinfluencetheoutcome.FexampleQuickenLoansidentifiedtwoKPlsthatcrelatewiththeabilityofmtgageconsultantstomeetda

8、ilysalesquotas:theamountoftimetheyspendonthephonewithcustomersthenumberofclientstheyspeakwitheachday.QuickenLoansnowdisplaysthesetwocurrentstateKPlsprominentlyonitsoperationaldashboards.MeimptantlyhoweveritcreatedathirdK

9、PIbasedontheprevioustwothatprojectswhethermtgageconsultantsareontracktomeettheirdailyquotasevery15minutes.ThisfuturestateKPIwhichisbasedonasimplestatisticalregressionalgithmusingdatafromthecurrentstateKPlsenablessalesman

10、agerstoidentifywhichmtgageconsultantstheyshouldassistduringthenexthourso.ChallengestoCreatingKPIsSomeofthechallengeswithcreatingeffectiveKPlsincludeprocessnuancesactivitymeasurementaccuratecalculationslifecyclemanagement

11、.ProcessNuancesTheproblemwithmanyKPlsisthattheydonotaccuratelycapturethenuancesofabusinessprocessmakingitdifficultftheprojectteamtofigureoutwhatdatatocapturehowtocalculateit.FexampleexecutivesatDirectEnergyrequestedarepe

12、atcallmetrictotracktheefficiencyoffieldservicetechniciansbutittooktheprojecttramconsiderabletimetoclarifythemeaningoftheKPI.Fexamplefieldservicetechniciansprimarilyrepairhomeenergyequipmentbuttheycanalsosellit.Soisarepea

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