Key Performance Indicators

Paul Leake

Key Performance Indicators

• What are Key Performance Indicators?

• What is the process for identifying Key Performance Indicators?

• What Key Performance Indicators may be suitable for Norcare

Why measure performance?

“If you don’t measure results, you can’t tell success from failure

If you can’t see success you can’t reward itIf you can’t reward success, you’re probably

rewarding failureIf you can’t see success, you can’t learn from itIf you can’t recognise failure, you can’t correct itIf you can demonstrate results, you can win public

supportWhat gets measured gets done.”

What are Key Performance Indicators?

• Monitor and measure service delivery and business performance

• Those indicators that identify whether the organisation is meeting, or failing to meet, its aims and objectives

Identifying KPIs• Related to strategic aims• Identify what makes the organisation a

success or a failure• Controllable and Accountable• Owned by organisation• Outcomes or pre-requisites• Long-term / Short-term• Qualitative vs Quantitive• SMART

SMART

• Specific• Measurable• Achievable• Relevant• Timed

Common Problems

• KPIs not related to strategy• Short-termist• Backward looking• Used to ‘punish’ rather than

motivate and equip• Too many measurements

KPIs for Norcare

• A note of caution…• Rejected KPIs• Suggested KPIs

Rejected KPIs

• Source of referrals*• Number of repairs to property• Number of complaints (SH)

Suggested KPIs

• Corporate’ KPIs• KPIs in each operational area

Corporate KPIs

• Staff Absences• Percentage of expenditure spent

on direct charitable expenditure• Percentage of contract income

from largest three commissioners• Percentage of staff meetings

assessed training needs

Service KPIs: Supported Housing

• Numbers of referrals*• Occupancy rate• Length of stay• Destination on departure• Housing Management (eg repairs

dealt with within one week, tenancy ‘turnaround time’)

• Offending behaviour

Service KPIs: Floating / Tenancy Support

• Number of referrals*• Capacity• Length of support• Success rate in obtaining /

maintaining accommodation• Offending behaviour

Service KPIs: Addiction Services

• Number of referrals• Stopped substance misuse• Reduced substance misuse• Accommodation obtained /

maintained / secured• Gained employment• Entered education / training

Service KPIs: Volunteer Services

• New enquiries• New recruits• Total task / training hours• Volunteers moving into education

or employment