Key performance indicators
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Transcript of Key performance indicators
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Copyright ©Nick Bettes Consulting
Key Performance Ratios
For SMEs
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Copyright ©Nick Bettes Consulting www.nickbettes.co.uk
Objectives
• At the end of this seminar you will
– Know how to identify the key performance
ratios (KPRs) for your business
– Know how to use KPRs to focus the day-to-
day activities of your staff and managers on
achieving your business strategy
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Copyright ©Nick Bettes Consulting www.nickbettes.co.uk
Agenda
• What are KPRs?
• Why businesses need KPRs
• Financial, leading and lagging KPRs
• Generating KPRs
• Choosing KPRs
• Implementing KPRs
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Copyright ©Nick Bettes Consulting www.nickbettes.co.uk
My Background
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Copyright ©Nick Bettes Consulting www.nickbettes.co.uk
The Engine of Growth
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Copyright ©Nick Bettes Consulting www.nickbettes.co.uk
What are KPRs?
• Also called Key Performance Indicators (KPIs)
• They are the small number of measurements that tell you how a business is performing
• They are the dials on your business dashboard
• They look backwards (traditionally) and forwards
• They translate strategy into action and align the efforts of your staff with your strategy
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Copyright ©Nick Bettes Consulting www.nickbettes.co.uk
Example KPIs
• An airline
• A supermarket
• A railway
• An hotel
• A solicitor
• A golf club
• Portsmouth FC
• Load factor
• Income/square foot
• On-time arrivals
• Occupation rate
• Billable hours ratio
• Average round time
• Wages/receipts
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Copyright ©Nick Bettes Consulting www.nickbettes.co.uk
Why Do Businesses Need KPIs?
Is this how you think about your business?
Or this…?
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Copyright ©Nick Bettes Consulting www.nickbettes.co.uk
Why Do Businesses Need KPIs?• Your business is a system for making money
• This system has inputs and outputs, velocities and volumes, leaks and breakdowns
• This system is being perpetually revised and adjusted to achieve different outcomes in changing circumstances
• Some parts of it work better than others
• Well-run, scalable businesses are better tuned, more easily monitored and more quickly changed
• They achieve this by being able to measure and adjust system performance – using KPIs
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Copyright ©Nick Bettes Consulting www.nickbettes.co.uk
Your Strategy Needs KPIs• Strategy is the alignment of your organisational
outcomes with your customers’ outcomes
• Strategy defines how you are going to achieve this -what you will excel at, things you will change
• KPIs set targets and measure progress towards these outcomes
• KPIs without a strategy are like a speedometer without a map
• Strategy without KPIs is like a map without a compass
• Defining KPIs is about defining strategy
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Copyright ©Nick Bettes Consulting www.nickbettes.co.uk
Your People Need KPIs
• Most people will excel if they have
– Purpose
– Mastery
– Autonomy
• Agreeing clear targets
– Relates their efforts to the Purpose of the organisation
– Defines success and the route towards this
– Allows you to delegate and let them get on with it
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Copyright ©Nick Bettes Consulting www.nickbettes.co.uk
Financial, Leading and Lagging KPIs
• Most of us will have some financial measurements
– Turnover, gross profit, cash flow….
• Two reasons why they are not usually enough on their own
– They are outcome measures
• They cannot be changed directly, only by changing something lower down
– They are lagging indicators (they look backwards)
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Copyright ©Nick Bettes Consulting www.nickbettes.co.uk
Problems With Lagging KPIs
• They tell you something is wrong when it is too late to do something about it
• They don’t provide any information about the future and how to prepare for it
• All performance indicators are of course lagging
– It’s the way that you interpret them that turns some of them into leading indicators
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Copyright ©Nick Bettes Consulting www.nickbettes.co.uk
Potential Leading KPIs
• Customer satisfaction
• Employee satisfaction
• Invoice queries
• Returns
• Sales leadtime
• Sales activity
• Complaints
• Near misses
• Defects
• Absence
• Sales pipeline
• Website traffic
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Copyright ©Nick Bettes Consulting www.nickbettes.co.uk
Generating KPIs
Goal
DriverDriver Driver Etc
Start with your strategic goal
Think of all the factors that contribute to the
goal (drivers)
Select the most relevant
Decide how you measure it
Driver
Measurement
Driver
Measurement
Goal
Measurement
Decide how you measure them
Driver
Measurement
Driver
MeasurementRepeat until you run
out of drivers
Driver/Goal
Measurement
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Copyright ©Nick Bettes Consulting www.nickbettes.co.uk
An Example Goal HierarchyNet Profit
£
Gross Profit
£
Overheads
£
Turnover
£
Direct Costs
£
Sales
#
Unit Price
£
Leads
#
ConversionRate
%
MarketingSpend
£
MarketingProductivity
#/£
Sales Skills
?
Lead Quality
?
EmployeeEngagement
%
HR InitiativesTraining or
recruitmentNiche or
product focus
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Copyright ©Nick Bettes Consulting www.nickbettes.co.uk
Overlapping HierarchiesNet Profit
£
Gross Profit
£
Overheads
£
MarketingSpend
£
EmployeeEngagement
%
EmployeeAttrition
%
RecruitmentCost
£
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Copyright ©Nick Bettes Consulting www.nickbettes.co.uk
Alternative HierarchiesNet Profit
£
Gross Profit
£
Overheads
£
Turnover
£
Direct Costs
£
Sales
#
Unit Price
£
Leads
#
ConversionRate
%
MarketingSpend
£
MarketingProductivity
#/£
Sales Skills
?
Lead Quality
?
EmployeeEngagement
%
HR InitiativesTraining or
recruitmentNiche or
product focus
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Copyright ©Nick Bettes Consulting www.nickbettes.co.uk
Alternative HierarchiesNet Profit
£
Gross Profit
£
Overheads
£
Turnover
£
Direct Costs
£
Salesproductivity
£/#
Salespeople
#
Orders/head
#
Averageorder value
£
SalesAppointments
#
ConversionRate
%
Product price
£
Products perorder
#
Pricing modelSales
management system
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Copyright ©Nick Bettes Consulting www.nickbettes.co.uk
Your TurnNet Profit
£
RecurringGross Profit
£
RecurringRevenue
£
ProjectPullthrough
%
ContractAttrition
%
CustomerSatisfaction
%
ResponseTime
#
Availability
%
Product price
£
StaffAttitude
?
RevenueResilience
?
EngineerUtilisation
%
EngineerProductivity
£/#
RecurringCosts
£
Spares Cost
£/#
First TimeFix%
Average FixTime
#
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Copyright ©Nick Bettes Consulting www.nickbettes.co.uk
Choosing KPIs• Must be an outcome (eg number of leads) not just a driver (eg marketing
spend)
• Must be close to, affected by, and measure the effectiveness of, a strategic intervention
• Must be easy to measure
• Must send a clear message about what is important
• Should avoid encouraging obvious unwanted behaviour
• Must cover all your strategic goals
• In totality, must define the basis on which you compete – your strategic advantage
• Max 6-8 KPIs for the business
• Should aim for a mix of leading and lagging
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Copyright ©Nick Bettes Consulting www.nickbettes.co.uk
Choosing KPIsNet Profit
£
RecurringGross Profit
£
RecurringRevenue
£
ProjectPullthrough
%
ContractAttrition
%
CustomerSatisfaction
%
ResponseTime
#
Availability
%
Product price
£
StaffAttitude
?
RevenueResilience
?
EngineerUtilisation
%
EngineerProductivity
£/#
RecurringCosts
£
Spares Cost
£/#
First TimeFix%
Average FixTime
#
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Copyright ©Nick Bettes Consulting www.nickbettes.co.uk
Choosing KPIs
Rev
Re
s
Re
c R
ev
Pro
Pu
l
Co
n A
tt
Cu
sSa
t
Ava
il
Sta
Att
Pri
ce
Re
s Ti
m
Ne
t P
ro
Re
c G
P
Re
c C
os
Eng
Uti
Spa
Co
s
FTF
AFT
Outcome? Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y
Close to & measure action?
Y Y Y Y Y
Easy to measure? Y Y Y ? ? ? Y Y Y Y Y Y Y Y Y
Clear message? Y Y Y Y Y Y Y Y Y Y Y Y Y
Unwanted behaviour? Y Y Y Y
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Copyright ©Nick Bettes Consulting www.nickbettes.co.uk
Choosing KPIsNet Profit
£
Gross Profit
£
Overheads
£
Turnover
£
Direct Costs
£
Salesproductivity
£/#
Salespeople
#
Orders/head
#
Averageorder value
£
SalesAppointments
#
ConversionRate
%
Product price
£
Products perorder
#
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Copyright ©Nick Bettes Consulting www.nickbettes.co.uk
Choosing KPIsNet Profit
£
Gross Profit
£
Overheads
£
Turnover
£
Direct Costs
£
Sales
#
Unit Price
£
Leads
#
ConversionRate
%
MarketingSpend
£
MarketingProductivity
#/£
Sales Skills
?
Lead Quality
?
EmployeeEngagement
%
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Copyright ©Nick Bettes Consulting www.nickbettes.co.uk
Implementing KPIs• Incorporate them in your business plan
– Set KPI targets
– Plan strategic initiatives
• Performance is delivered by people
– Internal communication
• Start early
• Two way
• Never stop
– Job descriptions – accountabilities that match KPIs
– Individual and team objectives that match KPI targets
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Copyright ©Nick Bettes Consulting www.nickbettes.co.uk
Implementing KPIs
• People operate systems
– Change and document the processes that will deliver your KPI targets
• Monitor progress
– Incorporate KPI performance in your monthly management review
– Incorporate objectives in your appraisals and performance reviews
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Copyright ©Nick Bettes Consulting www.nickbettes.co.uk
KPIs in Practice – M&E ContractorIncrease turnover
Implement account management
Improve service quality
Differentiate service
Demonstrate service value
Increase account penetration
Improve sales productivity
Implement CRM system
Average build project order value
Project/maintenance pullthrough
Sales/headVolume under maintenance/TV
Availability
Average fix time/priority
Increase professional
services incomeWin larger projects
Increase build income
Increase maintenance
income
Increase overseas income
Differentiate as quality/specialist
Differentiate UK sector propositions
Acquire international sales
capability
Develop tax and logistics capability
Develop in-country channel partners
Downstream of M&E consultancy
Commoditisation,M&E entrants
Company size limits project size
Prof services/ project pullthrough
Recurring gross profit/overheads
Income/unit Attrition
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Copyright ©Nick Bettes Consulting www.nickbettes.co.uk
KPIs in Practice – Website AgencyProfitable growth
Order book £
Marketing plan & budget
Get certified
Enquiries #
Project profitability %
NPT % Income/hour £ Bugs #
Structure & JDs
Planning & PM system
Communication
Recruitment
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Copyright ©Nick Bettes Consulting www.nickbettes.co.uk
Implementing KPIs
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Copyright ©Nick Bettes Consulting www.nickbettes.co.uk
Implementing KPIs
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Copyright ©Nick Bettes Consulting www.nickbettes.co.uk
Implementing KPIs
Desired state and timescale
Projects,stages,reviews
Current state
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Copyright ©Nick Bettes Consulting www.nickbettes.co.uk
Key Performance Ratios
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