performance - kpi measure

Upload: sunariooam

Post on 14-Apr-2018

237 views

Category:

Documents


0 download

TRANSCRIPT

  • 7/27/2019 Performance - KPI Measure

    1/44

    Performance KPI MeasureAligning People, Process and Technology Initiatives to achieve Excellences

    Measure to achieve excellent business solutions for sustaining growth

  • 7/27/2019 Performance - KPI Measure

    2/44

    CustomerTo achieve our vision, how should weappear to our custome?r

    FinancialTo succeed financially, howshould we appear to ourshareholders?

    Customer Satisfaction & IntimacyGet more Businesses/ Revenue

    Prepare the Balanced Scorecard

    Learning and GrowthTo achieve our vision, how willwe sustain our ability to changeand Improve?

    Internal Business ProcessesTo satisfy our shareholders andcustomers, what business processes mustwe excel at?

    Visionand

    Strategy

    Operational & Product ExcellenceCompetence & Team Work

  • 7/27/2019 Performance - KPI Measure

    3/44

    Clients ClientsBoard

    Responsibility

    Info

    Process to continuous Improvement of Quality Management System

    Measure,Analyse & Improve

    Managementof Resources

    Delivery ofCommitted

    Services

    Services/Products

    Comply theNeeds

    CustomerIntimation

    Specified &Unsspoken

    Needs

    Input Output

    Info

    Strategyand Policy

    QC/ QAInfo

  • 7/27/2019 Performance - KPI Measure

    4/44

    Management & Objective of Business

    Board&

    Financier

    Board&

    Financier

    Managementof

    HumanResources

    HumanResourcesResults &

    Appreciation

    LeadershipManagement

    ofProcesses

    KeyPerformers

    Results

    Performance

    ofOrganization

    KeyPerformers

    Results

    Performance

    ofOrganization

    Managementof

    Partnershipand

    Resources

    Stakeholdersor SocietyResults &

    Appreciation

    Improvement & Innovation

    Strategyand

    Policy

    CustomerResults &

    Appreciation

  • 7/27/2019 Performance - KPI Measure

    5/44

    Visionand

    Strategy

    Performance Measure based on BSC

    BusinessObjectives

    Key SuccessFactors (KSFs)

    Key PerformanceIndicators (KPIs)

    Tracked byDetermine

    Financial Indicators

    Service Indicators

    Improve & Simplify Control

    Quality of Work/ Product

    Master Primary Frocesses

    Quality of Organization

    Team & Speed of Work

    Power of Change

    Vision & Mission

    Managers Ownership

    Teamwork Motivation

    Strategical Mapping

  • 7/27/2019 Performance - KPI Measure

    6/44

    Dashboard of Performance Measure based on BSC

    Products

    &Services

    Application Services

    Support Services

    Business Services

    Mana e Product & Services Platform

    2010 Q2

    BusinessModel

    to AchieveCustomerIntimacy

    Operational &Product

    Excellence

    Customers

    Value Proposition

    Resources & Capabilities

    Sales &Profitabilty

    Assure Growth & Sustain

  • 7/27/2019 Performance - KPI Measure

    7/44

    OrganisationStructure

    Key PerformanceIndicators (KPIs)

    Relationship between KPIs and BCS Measures

    Processes

    Resources

    KPI ObjectivesExternalAgencies

    Key PerformanceIndicators (KPIs)

    Financial

  • 7/27/2019 Performance - KPI Measure

    8/44

    Performance Management Sequence

    Resources

    OrganisationStructure

    Key PerformanceIndicators (KPIs)

    Processes

    Objectives

    ExternalAgencies

    PerformanceBetter Approach FinancialBetter Output

  • 7/27/2019 Performance - KPI Measure

    9/44

    Performance Matrix

    New Position

    Maximize [ Better Output/ Better Approach] = Effectivate [Output/ Approach]

    Current PositionBetter Approach

    Better Output

  • 7/27/2019 Performance - KPI Measure

    10/44

    The Performance ProblemSolve Performance Problem by A BETTER APPROACH [ Efficient & Effective Attitude of Work ]

    Potential Performance Lost minimized

    Managing Productivity, Waste & Idle Time

    Actual Performance

    Resources

    Improved Performance

    Resources

    Full Contributed Performance

    Resources

  • 7/27/2019 Performance - KPI Measure

    11/44

    The Performance Expectancy Model

    Resources PerformanceBetter Approach Better Output

  • 7/27/2019 Performance - KPI Measure

    12/44

    Activity Analysis Model

    Example of

    Better Approach

    EliminateActivity to

    Reduce Cost

    Reduce

    Frequency of Activity toReduce Cost

    Eliminate

    Low-value added Activity toReduce Cost

    All Cost ReductionOpportunities

    Identified

  • 7/27/2019 Performance - KPI Measure

    13/44

    Employe Customer Profit Chain

    Better Approach Better Output

  • 7/27/2019 Performance - KPI Measure

    14/44

    Performance Management at Organizational level

    KeyPerformance

    Indicators

    Strategyand Policy

    Review

    Performance

    ResourcesAt Work

  • 7/27/2019 Performance - KPI Measure

    15/44

    EXHIBIT 3

    A Re sult From the General Managers Survey

    vital

    Success

    Performance

    poor ok excellent

    7

    8

    9

    Improve

    Maintain

    QIP Improvement Opportunities

    EXHIBIT 3

    A Re sult From the General Managers Survey

    vital

    Success

    Performance

    poor ok excellent

    7

    8

    9

    Improve

    Maintain

    QIP Improvement Opportunities

    irrelevant

    CriticalitytoQIP

    important

    1. CEO's Sta ff

    2. Corp QIP Council

    3. Div QIP Council

    4. *

    5. *

    6. *7. GM's

    8. Corp QIP function

    9. Corp QIP training

    1

    2

    3

    weighted

    unweighted

    Re-evaluate

    Maintain

    irrelevant

    CriticalitytoQIP

    important

    1. CEO's Sta ff

    2. Corp QIP Council

    3. Div QIP Council

    4. *

    5. *

    6. *7. GM's

    8. Corp QIP function

    9. Corp QIP training

    1

    2

    3

    weighted

    unweighted

    Re-evaluate

    Maintain

  • 7/27/2019 Performance - KPI Measure

    16/44

    Financial

    Resources

    Processes ObjectivesOrganisation

    Structure

    External Agencies

    Customer

  • 7/27/2019 Performance - KPI Measure

    17/44

    Performance Review Feedback Forms

  • 7/27/2019 Performance - KPI Measure

    18/44

    Quality through Performance

  • 7/27/2019 Performance - KPI Measure

    19/44

    The Score of BSC

  • 7/27/2019 Performance - KPI Measure

    20/44

    Process of determination of KPIs

    Begin

    Identify/ revise set of organisational mission, goals, objective

    Identify/revise set of intern. andexternal orgnizational entities

    Identify/revise set of organizat.in-outputs/influences

    Identify/revise set ofIT Resources

    Evaluate Requirements for candidate Metrics

    Identify candidate Metrics for inclusion in metric set

    Identify candidate in Metrics set if Requirements are met

    Asses complete set of metrics against refinement criteria

    Is metrics set sufficiently refined?

    Implement metric set

    Have goals orv environment changed?

  • 7/27/2019 Performance - KPI Measure

    21/44

  • 7/27/2019 Performance - KPI Measure

    22/44

    Example of Distribution of KPIs

  • 7/27/2019 Performance - KPI Measure

    23/44

    KPIs Library Website

  • 7/27/2019 Performance - KPI Measure

    24/44

    Example from KPIs Library Professional Services

  • 7/27/2019 Performance - KPI Measure

    25/44

    List from KPIs Library Professional Services

  • 7/27/2019 Performance - KPI Measure

    26/44

  • 7/27/2019 Performance - KPI Measure

    27/44

  • 7/27/2019 Performance - KPI Measure

    28/44

  • 7/27/2019 Performance - KPI Measure

    29/44

  • 7/27/2019 Performance - KPI Measure

    30/44

  • 7/27/2019 Performance - KPI Measure

    31/44

  • 7/27/2019 Performance - KPI Measure

    32/44

  • 7/27/2019 Performance - KPI Measure

    33/44

  • 7/27/2019 Performance - KPI Measure

    34/44

  • 7/27/2019 Performance - KPI Measure

    35/44

  • 7/27/2019 Performance - KPI Measure

    36/44

  • 7/27/2019 Performance - KPI Measure

    37/44

  • 7/27/2019 Performance - KPI Measure

    38/44

  • 7/27/2019 Performance - KPI Measure

    39/44

  • 7/27/2019 Performance - KPI Measure

    40/44

    Business Transition

  • 7/27/2019 Performance - KPI Measure

    41/44

    Business TransitionAligning People, Process and Technology Initiatives to achieve Excellences

    Plan to achieve excellent business solutions for sustaining growth

  • 7/27/2019 Performance - KPI Measure

    42/44

    Transforming the Mindset from Product to Customer Centric

    Vision To-be-BuildBusiness Model

    Mindset

    Transformation

    As-IsBusiness Model

    Product Centric Customer Centric

    Activity based Initiatives Business Result OrientedInitiatives

    Command & Controltype of Management

    Orchestra typeof Management

  • 7/27/2019 Performance - KPI Measure

    43/44

    How do we start: Building Competence

    Learning and GrowthTo achieve our vision, how willwe sustain our ability to changeand Improve?

    Internal Business ProcessesTo satisfy our shareholders and customers,what business processes must we excel at?

    Technology ContentTechnology Content Business ContentBusiness Content

    Understanding the real productsUnderstanding the real products

    Integrate ProductsIntegrate Products

    Solution ArchitectSolution Architect

    Aligning Solutions into NeedsAligning Solutions into Needs

    Cascading the Global Concept into IT contextCascading the Global Concept into IT context

    Design a framework of Quality SolutionsDesign a framework of Quality Solutions

    Capability to understand the Business ProcessCapability to understand the Business Process

    Ability to provide Valued PropositionsAbility to provide Valued Propositions

  • 7/27/2019 Performance - KPI Measure

    44/44

    Internal Business Processes

    Building Platform Competence

    Learning & Growth

    Product Develo ment Customer & Partner Intimac

    Value Proposition

    Building Competence and Customer Relationship

    Costumer Advantage

    Compliance Solutions

    Mobile Computing

    Business Intelligence Consultancy

    Outsourcing Services/SaaS

    Web based Computing

    Managed Services Solutions

    Solution Architecting

    System Implementation

    Product Leadership

    Operations Excellence

    Pre Sales Excellence

    After Sales Excellence

    Focus on Business Unit

    DefiningValue Discipline and

    Strategy Map

    DevelopingBusiness Design and

    Making it Work