performance - kpi measure
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Performance KPI MeasureAligning People, Process and Technology Initiatives to achieve Excellences
Measure to achieve excellent business solutions for sustaining growth
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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
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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
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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
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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
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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
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OrganisationStructure
Key PerformanceIndicators (KPIs)
Relationship between KPIs and BCS Measures
Processes
Resources
KPI ObjectivesExternalAgencies
Key PerformanceIndicators (KPIs)
Financial
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Performance Management Sequence
Resources
OrganisationStructure
Key PerformanceIndicators (KPIs)
Processes
Objectives
ExternalAgencies
PerformanceBetter Approach FinancialBetter Output
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Performance Matrix
New Position
Maximize [ Better Output/ Better Approach] = Effectivate [Output/ Approach]
Current PositionBetter Approach
Better Output
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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
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The Performance Expectancy Model
Resources PerformanceBetter Approach Better Output
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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
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Employe Customer Profit Chain
Better Approach Better Output
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Performance Management at Organizational level
KeyPerformance
Indicators
Strategyand Policy
Review
Performance
ResourcesAt Work
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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
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Financial
Resources
Processes ObjectivesOrganisation
Structure
External Agencies
Customer
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Performance Review Feedback Forms
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Quality through Performance
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The Score of BSC
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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?
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Example of Distribution of KPIs
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KPIs Library Website
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Example from KPIs Library Professional Services
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List from KPIs Library Professional Services
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Business Transition
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Business TransitionAligning People, Process and Technology Initiatives to achieve Excellences
Plan to achieve excellent business solutions for sustaining growth
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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
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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
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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