reporting kpis to improve performance
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Reporting KPIs to improve performanceReporting KPIs to improve performance
Presented by David Parmenter
waymark solutions limited
March 2010
Website: www.davidparmenter.com
Email: Parmenter@waymark.co.nz
Amazon link on www.davidparmenter.com
A ‘top ten’ performance management A ‘top ten’ performance management book on amazon.com for over two yearsbook on amazon.com for over two years
Are your performance measures improving Are your performance measures improving performance?performance?
1. our performance measures are not working – and we do not have a balanced scorecard
2. our performance measures are not working – we have a balanced scorecard approach
3. our performance measures are working - and we do not have a balanced scorecard
4. our performance measures are working - we have a balanced scorecard approach
5. cannot comment - do not know
How familiar are you with David How familiar are you with David Parmenter’s work?Parmenter’s work?
1. first event, and no familiarity with his work
2. first live event, but have read his book
3. familiar with some of his web casts but not read his book
4. familiar with some of his web casts and his KPI book
How familiar are with the data How familiar are with the data visualization experts?visualization experts?
1. familiar with the work of Stephen Few and Edward R. Tufte
2. aware of authors but have not read their work
3. not heard of these authors / presenters
Who are your report designers – your Who are your report designers – your data visualization experts?data visualization experts?
1. a task left to the ‘young guns’ in the team responsible for the new report
2. normally left to the qualified accountants / IT specialists
3. all reports are reviewed by a design team who are familiar with the latest thoughts on visualization design
4. do not know
The ‘winning KPIs’ webcasts on The ‘winning KPIs’ webcasts on www.bettermanagement.comwww.bettermanagement.com
1. Introduction to winning KPIs (Aug 09)2. Implementing KPIs - A 12-Step Process 3. Implementing KPIs in Smaller Orgs (<200 Staff) 4. Finding your organization’s critical success factors5. Balanced scorecard in 16 weeks not 16 months 6. Getting started or restarted with winning KPIs 7. Revitalizing a floundering balanced scorecard with winning
KPIs 8. ‘Winning KPIs’ – two question and answer sessions9. “Sorting the wheat from the chaff – finding your wining KPIs10. Reporting KPIs to improve performance
Common features of reporting Common features of reporting performance measures (PMs) performance measures (PMs)
low level or clarity of measures many quarterly or further out e.g. annual staff
satisfaction same PMs reported to management and Board little or no impact on the organisation e.g. does not
stimulate action many staff not aware of them / do not understand
them too many of them are financial
To report performance measures you need to:To report performance measures you need to:
understand your organisation’s CSFs – CFSs help you find your KPIs, determine what to report etc
realize that not all measures are KPIs understand the concepts of Hoshin Kanri /
balanced scorecard the characteristics of ‘winning’ KPIs understand the latest thinking on information
visualization understand the flaws of performance measure
reporting applications
The hierarchy of success factorsThe hierarchy of success factors
Timely Timely arrival and arrival and departure departure of planesof planes
Critical Critical success success factorsfactors
Success Success factorsfactors
Next step see webcast ‘finding your organisation’s CSFs’
Organizations' Strategy
Strategic initiativesOrganisation CSFs
New business created
Business as usual: doing what we do every day better
Performance: Individuals /Teams / Divs
How strategy and the CSFs work together How strategy and the CSFs work together
Four types of performance measuresFour types of performance measures
PIs&RIs
KRIs
peel to the core to find the KPIs
KPIs
peel the skin tofind the PIs
Hoshin Kanri / balanced scorecardHoshin Kanri / balanced scorecard
Hoshin Kanri Balanced scorecard
Quality objectives and measures Customer focus
Cost objectives and measures Financial
Delivery objectives and measures Internal process
Education objectives and measures
Learning and growth
Both of these approaches should be augmented by :
Employee satisfaction Employee satisfaction
Environment and community Environment and community
Read: ‘Balanced scorecard and Hoshin Kanri: dynamic capabilities for managing strategic fit’ by Witcher and Chau http://www.uea.ac.uk/~mg597/downloads/papers/2007b.pdf
The characteristics of KPIs The characteristics of KPIs non financial measures (not expressed in Pds,$s etc) measured frequently e.g. daily or 24 by 7 acted upon by CEO and SMT clearly indicate what action is required by staff are measures that tie responsibility down to a team have a significant impact e.g. affects more than one CSF
and BSC perspective they encourage appropriate action e.g. positive impact on
performance
Next step see webcast ‘Introduction to winning KPIs’
Top 4 sellers on information visualizationTop 4 sellers on information visualizationSource: AmazonSource: Amazon
1. Information Dashboard Design: The Effective Visual Communication of Data by Stephen Few
2. Now You See It: Simple Visualization Techniques for Quantitative Analysis by Stephen Few
3. Show Me the Numbers: Designing Tables and Graphs to Enlighten by Stephen Few
4. The Visual Display of Quantitative Information by Edward R. Tufte
Stephen Few’s resourcesStephen Few’s resources
Go to http://www.perceptualedge.com/library.php I recommend:
• common pitfalls in dashboard design
• With Dashboards- formatting and layout definitely matter
• Dashboard design for real-time situations awareness
• Dashboard design for rich and rapid monitoring
www.perceptualedge.com/files/GraphDesignIQ.html and do his design test
#1: Exceeding the boundaries of a single screen#1: Exceeding the boundaries of a single screen
Source: www.perceptualedge.com
#3: Displaying excessive detail or precision#3: Displaying excessive detail or precision
Source: www.perceptualedge.com
#5: Choosing inappropriate graphs#5: Choosing inappropriate graphs
Source: www.perceptualedge.com
#11: Cluttering the screen with useless decoration#11: Cluttering the screen with useless decoration
Source: www.perceptualedge.com
The common flaws in performance The common flaws in performance measure reporting applications measure reporting applications
Applications designed by freshly minted MBAs• lack of grey hair (workface experience)• largely self taught• attracted by the latest ‘geek’ techno innovation• based on other applications that are also built by – FM
MBAs Lack understanding of the rules set out clearly by
the thought leader Stephen Few Matrix management – every thing is meant to
neatly fit together – cascade down etc
The foundation stones of performance The foundation stones of performance measure reportingmeasure reporting
follow best practice display techniques monthly reports never changed anything reporting needs to reflect materiality – if annual
sales are over $200m then YTD sales of $119,534,000 should be reported as $220m
measuring less is better (10/80/10 rule) measures tested for behavioural impact before they
are reported
The foundation stones of performance The foundation stones of performance measure reporting #2measure reporting #2
measures linked to the CSFs of the organisation do not let technology dominate over substance suitable for the audience – do not give detail
measures to the Board use of the ‘Toyota A3’ page with graphs and
commentary report that is relevant and what is actionable to the
reader set graph standards for the whole organisation
My thoughts of graphsMy thoughts of graphs
be consistent - graph standards maintained for at least six months
show trend analysis - over at least the past 15 to 18 months
only year-to-date graphs should start off at the beginning of the year.
show the acceptable range - changing over time to indicate expected improvements.
keep graphs simple - clear even to an untrained eye (e.g., I question waterfall, radar, and three-dimensional graphs
My thoughts of graphs #2My thoughts of graphs #2
make them quick to update - in a system that enables swift updating (completed by day 3 post-month-end)
make them accessible key graphs should be accessible to all staff via the intranet
do not show a budget line – it is an arbitrary apportionment of the annual plan
show key turning points - insert notes on the graphs explaining major turning points.
insert a title that is meaningful to the reader - “Return on capital employed (ROCE) is recovering”
My thoughts of graphs #3My thoughts of graphs #3
use color wisely - I use a light-yellow background and to use color to highlight what is important
use gridlines - four or five light-gray gridlines will enable the reader to estimate the numbers
established for red, amber, green• if over 10% of target and over $xxx then red or green
• if within 10% and over $xxxx then amber if negative
every report should have a commentary – in bullet points
24 by 7 reporting24 by 7 reporting
intranet based contact details of follow-up by CEO, SMT etc. enough details for staff and management to action
Late planes over 2 hoursTime:
Statistics of last stop Contact details No. of late planes over 1 hour
Flight number
How late
Expected arrival time
arrived late
left latetime
added
region manager
name
Current time at
locationwork mobile Home
last 30 days
30 day ave. of last 3
months
30 day ave. of last 6
months
BA1243 02:15 21:45 01:45 02:15 00:30 Pat 18:45 xxxxx xxxxx xxxx 5 4 4BA1244 02:15 21:45 01:45 02:15 00:30 xxxxxxx 19:45 xxxxx xxxxx xxxx 6 4 4BA1245 02:15 21:45 01:45 02:15 00:30 xxxxxxx 20:45 xxxxx xxxxx xxxx 7 4 4BA1246 02:15 21:45 01:45 02:15 00:30 xxxxxxx 21:45 xxxxx xxxxx xxxx 8 4 4BA1247 02:15 21:45 01:45 02:15 00:30 xxxxxxx 22:45 xxxxx xxxxx xxxx 9 4 4BA1248 02:15 21:45 01:45 02:15 00:30 xxxxxxx 23:45 xxxxx xxxxx xxxx 10 4 4BA1249 02:15 21:45 01:45 02:15 00:30 xxxxxxx 00:45 xxxxx xxxxx xxxx 11 4 4
Total 7 planes
Weekly reporting of Weekly reporting of top 5 KPIs to the top 5 KPIs to the
SMTSMT
Top five KPIs Weekly report xx xxxx 20xx
Top 5 indicators Target Result Rating
Xxxxxxx xxxxx xxxxx (see graph below)
Xxxxxxx xxxxx xxxxx (see graph below)
Xxxxxxx xxxxxxx xxxxxxx.
Xxxxxxx xxxxx xxxxx (see graph below)
Xxxxxxx xxxxxxx xxxxxxx..
0
100
200
300
400
500
600
700
800
900
1000
Oct
-99
No
v-9
9
De
c-9
9
Jan
-00
Fe
b-0
0
Ma
r-0
0
Ap
r-0
0
Ma
y-0
0
Jun
-00
Jul-
00
Au
g-0
0
Se
p-0
0
No
. o
f x
xx
12 Month Rolling Total Target
Issues: Actions to be taken:
0%
20%
40%
60%
80%
100%
120%
Oc
t-9
9
No
v-9
9
De
c-9
9
Ja
n-0
0
Fe
b-0
0
Ma
r-00
Apr-
00
Ma
y-0
0
Ju
n-0
0
Ju
l-0
0
Aug
-00
Sep
-00
Ra
te (
%)
12 Month Rolling Total Target Month Actual
Issues: Actions to be taken:
0%
2%
4%
6%
8%
10%
12%
Oct-
99
Nov-9
9
Dec-9
9
Jan-0
0
Feb-0
0
Mar-
00
Apr-
00
May-0
0
Jun-0
0
Jul-
00
Aug-0
0
Sep-0
0
98 Actual 97 Actual
98 Budget Hurdle Rate
Issues: Actions to be taken:
could be something very simple in word
often best to wait before you buy an application
enough details for CEO, SMT to action
Dashboard exampleDashboard example
30
Sales Sales dashboardashboard by d by Stephen Stephen FewFew
Source: www.perceptualedge.com
Reporting team Reporting team performance performance
measuresmeasures
Scorecard of an Scorecard of an IS functionIS function
Customer focus Projects StatusHelp desk Current TargetProgramme visits to managers 4 6
Service requests outstanding (faults, worksrequests) at month end 24 15
Service requests closed in month 45 55% Fixed by Help Desk from 1st call 55% 65%Initiatives underway based on satisfaction survey
0 5 by
30/6/xx
Services outages Vs SLA's Current TargetAverage Mainframe Response Time 1 sec <0.75 sec
Outage time per month / # of times
Servers (file and print) None <1hr/mth
Servers (email) None <1hr/mth Learning & Growth
Servers (transactional) 15 mins / 5 <1hr/mthTraining needs outstanding
Next 3 months
Last 12 months
ISSP This cycle Target CIO 0 2
Programme visits to managers 4 12 Help desk 0 5
Presentations of ISSP to managers 2 6 Business analysts 0 3
Programmers 0 2
Mainframe team 0 1
Internal process xxxxx team 1 2
Average for all IT staff <0.1 2.5
Disaster recovery Current Target Coaching sessions Last month Last quarter
Backup every night100% 100%
Number of staff who have had one-on-one coaching sessions
0 4
Months since last back-up tested at remote site
3 <4 Performance reviews Actual Target
Rolling checks on C drives 25 40Staff who have had 2 performance reviews in the last 12 months 15 40
Our ability to deliver Current Target IS team satisfaction% of jobs completed on time on budget 44% 60% current target% of time of developers spent on high priority / high value work
55% 65% No. of formal staff recognitions made in the month1 >2
Staff trained to use xxxxxxx 45 150Staff functions planned for in next three months
0 >2
Completions Current Target FinancialProjects in progress 7 <8
Reports/documents still in draft mode 15 <5
Progress on major IS capex projects
Project value $k
Status
xxx 495
xxx 145
xxx 970
Environment and communityCurrent Target
Presentations given to local professional Bodies
1 in last 12 months
>3 in year
Number of IT staff involved in community activities
10 >25
IS Team's Scorecard
0
150
300
450
600
Jan
xx
Feb
xx
Ma
r xx
Ap
r xx
Ma
y xx
Jun
xx
Jul x
x
Au
g xx
Se
p xx
Oct
xx
Nov
xx
Dec
xx
IS Function Expenditure
Annual Plan Forecast Cumulative
Actual Cumulative Last Year
Findings:
xxxxxxxxxx xxxx xxxxxxxxxxx xxxxxxxxxx xxxxx xxxxxxxxxxxxx xxxxxxx xxxxxxxxx xxxxxx xxxxx xxxxxx xxxxxxxxx xxxxxxx xxxxxxxxxxxxxxx xxxxxx xxxxxxxxxxxx xxxxxxx xxxxxxxxxx xxxx xxxxxxxxxxx xxxxxxxxxx xxxxx xxxxxxxxxxxxx xxxxxxx xxxxxxxxx xxxxxx xxxxx xxxxxx xxxxxxxxx xxxxxxx xxxxxxxxxxxxxxx xxxxxx xxxxxxxxxxxx xxxxxxx xxxxxxxxxx xxxx xxxxxxxxxxx xxxxxxxxxx xxxxx xxxxxxxxxxxxx xxxxxxx xxxxxxxxx xxxxxx xxxxx xxxxxx xxxxxxxxx xxxxxxx xxxxxxxxxxxxxxx xxxxxx xxxxxxxxxxxx xxxxxxx
Action to be taken:xxxxxxxxxx xxxx xxxxxxxxxxx xxxxxxxxxx xxxxx xxxxxxxxxxxxx xxxxxxx xxxxxxxxx xxxxxx xxxxx xxxxxx xxxxxxxxx xxxxxxx xxxxxxxxxxxxxxx xxxxxx xxxxxxxxxxxx xxxxxxx xxxxxxxxxx xxxx xxxxxxxxxxx xxxxxxxxxx xxxxx xxxxxxxxxxxxx xxxxxxx xxxxxxxxx xxxxxx xxxxx xxxxxx xxxxxxxxx xxxxxxx xxxxxxxxxxxxxxx xxxxxx xxxxxxxxxxxx xxxxxxx
0% 25% 50% 75% 100%
xxxx
xxxx
xxxx
xxxx
Percentage complete
Risk of Non-Completion Behind On-Track Done
Extract 1Extract 1
MIS Team's Scorecard
Customer focus Projects StatusHelp desk Current TargetProgramme visits to managers 4 6
Servicerequestsoutstanding(faults, worksrequests) at month end 24 15
Service requests closed in month 650 550% Fixed by Help Desk from 1st call 70% 65%Initiatives underway based on satisfaction survey
None by 30/6/02
Services outages (>5 people & >1hour)
Current Target
Average Mainframe Response Time 1 sec <0.75 sec
Outage time per month / # of times
Systems union accounting system None <1hr/mth
Student management system 30mins / 2 <1hr/mth
Servers (file and print) None <1hr/mth
Servers (website) None <1hr/mth
ISSP This cycle TargetProgramme visits to managers 4 12 Learning & GrowthPresentations of ISSP to managers 2 6 Internal capability Current Target
Total training days this month 5 8 / month
Delivery In-house training courses for IS staff 0 2 per year
Disaster recovery Current Target Customer satisfaction survey 1 2 per year
Backup every night 100% 100% Initiatives underway based on satisfaction survey 2 4
Months since last back-up tested at remote site
3 <4 Post project reviews performed Current Target
Rolling checks on C drives 25 40 Reviews completed 0 4
Developing Intellectual Capital Current TargetOur ability to deliver Current Target Succession plans (IT management) 2 5% of time of developers spent on high priority / high value work
55% 65% Staff who have had 2 performance reviews in the last year 25 34
Number of staff using EIS 15 50 Staff with development plans being implemented 5 10
Number of staff who have been trained in EIS
45 150 % spent of this year's technology capital expenditure (YTD) 8% 10%
FinancialCompletions Current TargetProjects in progress 12 <8
Reports/documents still in draft mode 15 <5
Progress on major IS capex projects
Project value $k
Status
Peoplesoft system 80
PC replacement programme 65
Research management system 45
Disk storage upgrade 30
IS Function Expenditure Profile
0
100
200
300
400
500
De
c-0
0
Ma
r-0
1
Ju
n-0
1
Se
p-0
1
De
c-0
1
Planned Cumulative Forecast Cumulative Actual Cumulative
Findings:
Action to be taken:
0% 20% 40% 60% 80% 100%
Project 12
Project 11
Project 10
Project 9
Project 8
Project 7
Project 6
Project 5
Project 4
Project 3
Project 2
Project 1
Percentage complete
Done On-Track Behind Risk of Non-Completion
Internal process
Disaster recovery Current Target
Backup every night 100% 100%
Months since last back-up tested at remote site
3 <4
Rolling checks on C drives 25 40
Our ability to deliver Current Target
% of jobs completed on time on budget 44% 60%
% of time of developers spent on high priority / high value work
55% 65%
Staff trained to use xxxxxxx 45 150
Completions Current Target
Projects in progress 7 <8
Reports/documents still in draft mode 15 <5
Progress on major IS capex projects
Project value $k
Status
xxx 495
xxx 145
xxx 970
Environment and communityCurrent Target
Presentations given to local professional Bodies
1 in last 12 months
>3 in year
Number of IT staff involved in community activities
10 >25
Findings:
xxxxxxxxxx xxxx xxxxxxxxxxx xxxxxxxxxx xxxxx xxxxxxxxxxxxx xxxxxxx xxxxxxxxx xxxxxx xxxxx xxxxxx xxxxxxxxx xxxxxxx xxxxxxxxxxxxxxx xxxxxx xxxxxxxxxxxx xxxxxxx xxxxxxxxxx xxxx xxxxxxxxxxx xxxxxxxxxx xxxxx xxxxxxxxxxxxx xxxxxxx xxxxxxxxx xxxxxx xxxxx xxxxxx xxxxxxxxx xxxxxxx xxxxxxxxxxxxxxx xxxxxx xxxxxxxxxxxx xxxxxxx xxxxxxxxxx xxxx xxxxxxxxxxx xxxxxxxxxx xxxxx xxxxxxxxxxxxx xxxxxxx xxxxxxxxx xxxxxx xxxxx xxxxxx xxxxxxxxx xxxxxxx xxxxxxxxxxxxxxx xxxxxx xxxxxxxxxxxx xxxxxxx
Action to be taken:xxxxxxxxxx xxxx xxxxxxxxxxx xxxxxxxxxx xxxxx xxxxxxxxxxxxx xxxxxxx xxxxxxxxx xxxxxx xxxxx xxxxxx xxxxxxxxx xxxxxxx xxxxxxxxxxxxxxx xxxxxx xxxxxxxxxxxx xxxxxxx xxxxxxxxxx xxxx xxxxxxxxxxx xxxxxxxxxx xxxxx xxxxxxxxxxxxx xxxxxxx xxxxxxxxx xxxxxx xxxxx xxxxxx xxxxxxxxx xxxxxxx xxxxxxxxxxxxxxx xxxxxx xxxxxxxxxxxx xxxxxxx
Projects Status
0% 25% 50% 75% 100%
xxxx
xxxx
xxxx
xxxx
Percentage complete
Done On-Track Behind Risk of Non-Completion
Extract 3Extract 3Learning & Growth
Training needs outstandingNext 3
months
Last 12 months
CIO 0 2
Help desk 0 5
Business analysts 0 3
Programmers 0 2
Mainframe team 0 1
xxxxx team 1 2
Average for all IT staff <0.1 2.5
Coaching sessions Last month Last quarter
Number of staff who have had one-on-one coaching sessions
0 4
Performance reviews Actual TargetStaff who have had 2 performance reviews in the last 12 months 15 40
xxxxxxxxxx xxxx xxxxxxxxxxx xxxxxxxxxx xxxxx xxxxxxxxxxxxx xxxxxxx xxxxxxxxx xxxxxx xxxxx xxxxxx xxxxxxxxx xxxxxxx xxxxxxxxxxxxxxx xxxxxx xxxxxxxxxxxx xxxxxxx xxxxxxxxxx xxxx xxxxxxxxxxx xxxxxxxxxx xxxxx xxxxxxxxxxxxx xxxxxxx xxxxxxxxx xxxxxx xxxxx xxxxxx xxxxxxxxx xxxxxxx xxxxxxxxxxxxxxx xxxxxx xxxxxxxxxxxx xxxxxxx xxxxxxxxxx xxxx xxxxxxxxxxx xxxxxxxxxx xxxxx xxxxxxxxxxxxx xxxxxxx xxxxxxxxx xxxxxx xxxxx xxxxxx xxxxxxxxx xxxxxxx xxxxxxxxxxxxxxx xxxxxx xxxxxxxxxxxx xxxxxxx
xxxxxxxxxx xxxx xxxxxxxxxxx xxxxxxxxxx xxxxx xxxxxxxxxxxxx xxxxxxx xxxxxxxxx xxxxxx xxxxx xxxxxx xxxxxxxxx xxxxxxx xxxxxxxxxxxxxxx xxxxxx xxxxxxxxxxxx xxxxxxx xxxxxxxxxx xxxx xxxxxxxxxxx xxxxxxxxxx xxxxx xxxxxxxxxxxxx xxxxxxx xxxxxxxxx xxxxxx xxxxx xxxxxx xxxxxxxxx xxxxxxx xxxxxxxxxxxxxxx xxxxxx xxxxxxxxxxxx xxxxxxx
IS team satisfactioncurrent target
No. of formal staff recognitions made in the month1 >2
Staff functions planned for in next three months0 >2
Financial
IS Function Expenditure
0
150
300
450
600
Jan
xx
Feb
xx
Mar
xx
Apr
xx
May
xx
Jun
xx
Jul x
x
Aug
xx
Sep
xx
Oct
xx
Nov
xx
Dec
xx
Annual Plan Forecast CumulativeActual Cumulative Last Year
Icon report Icon report to staffto staff
could be something very simple in word
icons used instead of numbers
could use CSFs instead of BSC perspectives
Summary A3 Board DashboardSummary A3 Board Dashboard
Late planes over 2 hoursTime:
Statistics of last stop Contact details No. of late planes over 1 hour
Flight number
How late
Expected arrival time
arrived late
left latetime
added
region manager
name
Current time at
locationwork mobile Home
last 30 days
30 day ave. of last 3
months
30 day ave. of last 6
months
BA1243 02:15 21:45 01:45 02:15 00:30 Pat 18:45 xxxxx xxxxx xxxx 5 4 4BA1244 02:15 21:45 01:45 02:15 00:30 xxxxxxx 19:45 xxxxx xxxxx xxxx 6 4 4BA1245 02:15 21:45 01:45 02:15 00:30 xxxxxxx 20:45 xxxxx xxxxx xxxx 7 4 4BA1246 02:15 21:45 01:45 02:15 00:30 xxxxxxx 21:45 xxxxx xxxxx xxxx 8 4 4BA1247 02:15 21:45 01:45 02:15 00:30 xxxxxxx 22:45 xxxxx xxxxx xxxx 9 4 4BA1248 02:15 21:45 01:45 02:15 00:30 xxxxxxx 23:45 xxxxx xxxxx xxxx 10 4 4BA1249 02:15 21:45 01:45 02:15 00:30 xxxxxxx 00:45 xxxxx xxxxx xxxx 11 4 4
Total 7 planes
Late planes over 2 hoursTime:
Statistics of last stop Contact details No. of late planes over 1 hour
Flight number
How late
Expected arrival time
arrived late
left latetime
added
region manager
name
Current time at
locationwork mobile Home
last 30 days
30 day ave. of last 3
months
30 day ave. of last 6
months
BA1243 02:15 21:45 01:45 02:15 00:30 Pat 18:45 xxxxx xxxxx xxxx 5 4 4BA1244 02:15 21:45 01:45 02:15 00:30 xxxxxxx 19:45 xxxxx xxxxx xxxx 6 4 4BA1245 02:15 21:45 01:45 02:15 00:30 xxxxxxx 20:45 xxxxx xxxxx xxxx 7 4 4BA1246 02:15 21:45 01:45 02:15 00:30 xxxxxxx 21:45 xxxxx xxxxx xxxx 8 4 4BA1247 02:15 21:45 01:45 02:15 00:30 xxxxxxx 22:45 xxxxx xxxxx xxxx 9 4 4BA1248 02:15 21:45 01:45 02:15 00:30 xxxxxxx 23:45 xxxxx xxxxx xxxx 10 4 4BA1249 02:15 21:45 01:45 02:15 00:30 xxxxxxx 00:45 xxxxx xxxxx xxxx 11 4 4
Total 7 planes
Late planes over 2 hoursTime:
Statistics of last stop Contact details No. of late planes over 1 hour
Flight number
How late
Expected arrival time
arrived late
left latetime
added
region manager
name
Current time at
locationwork mobile Home
last 30 days
30 day ave. of last 3
months
30 day ave. of last 6
months
BA1243 02:15 21:45 01:45 02:15 00:30 Pat 18:45 xxxxx xxxxx xxxx 5 4 4BA1244 02:15 21:45 01:45 02:15 00:30 xxxxxxx 19:45 xxxxx xxxxx xxxx 6 4 4BA1245 02:15 21:45 01:45 02:15 00:30 xxxxxxx 20:45 xxxxx xxxxx xxxx 7 4 4BA1246 02:15 21:45 01:45 02:15 00:30 xxxxxxx 21:45 xxxxx xxxxx xxxx 8 4 4BA1247 02:15 21:45 01:45 02:15 00:30 xxxxxxx 22:45 xxxxx xxxxx xxxx 9 4 4BA1248 02:15 21:45 01:45 02:15 00:30 xxxxxxx 23:45 xxxxx xxxxx xxxx 10 4 4BA1249 02:15 21:45 01:45 02:15 00:30 xxxxxxx 00:45 xxxxx xxxxx xxxx 11 4 4
Total 7 planes
Dashboard for Board - March 2007
Top 10% of customers satisfaction
0%
10%
20%
30%
40%
50%
60%
70%
80%
Mar-
06
Jun-0
6
Sep-0
6
Dec-0
6
Mar-
07
Customers group ACustomers group BCustomers group C
Staff satisfaction
0%
10%
20%
30%
40%
50%
60%
70%
80%
Ma
r-0
6
Ju
n-0
6
Sep-0
6
Dec-0
6
Ma
r-0
7
Div 1 Div 2 Div 3
Value of new business $ms
0
1
2
3
4
5
6
7
8
Fe
b-0
6
Ma
r-0
6
Apr-
06
Ma
y-0
6
Ju
n-0
6
Jul-06
Aug-0
6
Sep-0
6
Oct-
06
Nov-0
6
Dec-0
6
Jan-0
7
Fe
b-0
7
Ma
r-0
7
New product 1 New product 2New product 3
Expense to Revenue ratio
0%
10%
20%
30%
40%
50%
60%
Fe
b-0
6
Ma
r-0
6
Apr-
06
Ma
y-0
6
Ju
n-0
6
Ju
l-06
Aug-0
6
Sep-0
6
Oc
t-0
6
Nov-0
6
Dec-0
6
Ja
n-0
7
Fe
b-0
7
Ma
r-0
7
Actual Target
Reported accidents
0
5
10
15
20
Fe
b-0
6
Ma
r-0
6
Apr-
06
Ma
y-0
6
Jun-0
6
Ju
l-06
Aug-0
6
Sep-0
6
Oc
t-0
6
Nov-0
6
Dec-0
6
Ja
n-0
7
Fe
b-0
7
Ma
r-0
7 0
10
20
30
40
50
60
70
80
90
100
Div1 Div2 Rolling 12 months
Xxxxxxxx Xxxxxxxx xxxxxxx xxxxxx x xxxxxxxx x xxxxxxxxxxxx xxxxxxxxx xxxxxxxxxxx xxxxxxxx x xxxxxxxxxxxxxxxxxxxx x x xxxxxxxxx x x xxxxxxxxxxx xx xxxxxxxxx x xxxxxx xx xxxxxxxxx
Xxxxxxxx Xxxxxxxx xxxxxxx xxxxxx x xxxxxxxx x xxxxxxxxxxxx xxxxxxxxx xxxxxxxxxxx xxxxxxxx x xxxxxxxxxxxxxxxxxxxx x x xxxxxxxxx x x xxxxxxxxxxx xx xxxxxxxxx x xxxxxx xx xxxxxxxxx
Xxxxxxxx Xxxxxxxx xxxxxxx xxxxxx x xxxxxxxx x xxxxxxxxxxxx xxxxxxxxx xxxxxxxxxxx xxxxxxxx x xxxxxxxxxxxxxxxxxxxx x x xxxxxxxxx x x xxxxxxxxxxx xx xxxxxxxxx x xxxxxx xx
NPBT Year to date
0
5,000
10,000
15,000
20,000
25,000
30,000
35,000
Apr-
06
Ma
y-0
6
Ju
n-0
6
Jul-06
Aug-0
6
Sep-0
6
Oc
t-0
6
Nov-0
6
Dec-0
6
Ja
n-0
7
Fe
b-0
7
Ma
r-0
7
YTD Actual Budget YTD Forecast
MIS Team's Scorecard
Customer focus Projects StatusHelp desk Current TargetProgramme visits to managers 4 6
Service requests outstanding (faults, worksrequests) at month end
24 15
Service requests closed in month 650 550
% Fixed by Help Desk from 1st call 70% 65%
Initiatives underway based on satisfaction survey
None by 30/6/02
Services outages (>5 people & >1hour)
Current Target
Average Mainframe Response Time 1 sec <0.75 sec
Outage time per month / # of times
Systems union accounting system None <1hr/mth
Student management system 30mins / 2 <1hr/mth
Servers (file and print) None <1hr/mth
Servers (website) None <1hr/mth
ISSP This cycle TargetProgramme visits to managers 4 12 Learning & GrowthPresentations of ISSP to managers 2 6 Internal capability Current Target
Total training days this month 5 8 / month
Delivery In-house training courses for IS staff 0 2 per year
Disaster recovery Current Target Customer satisfaction survey 1 2 per year
Backup every night 100% 100% Initiatives underway based on satisfaction survey 2 4
Months since last back-up tested at remote site
3 <4 Post project reviews performed Current Target
Rolling checks on C drives 25 40 Reviews completed 0 4
Developing Intellectual Capital Current TargetOur ability to deliver Current Target Succession plans (IT management) 2 5
% of time of developers spent on high priority / high value work
55% 65% Staff who have had 2 performance reviews in the last year25 34
Number of staff using EIS 15 50 Staff with development plans being implemented 5 10
Number of staff who have been trained in EIS
45 150 % spent of this year's technology capital expenditure (YTD) 8% 10%
FinancialCompletions Current TargetProjects in progress 12 <8
Reports/documents still in draft mode 15 <5
Progress on major IS capex projects
Project value $k
Status
Peoplesoft system 80
PC replacement programme 65
Research management system 45
Disk storage upgrade 30
IS Function Expenditure Profile
0
100
200
300
400
500
De
c-0
0
Ma
r-01
Ju
n-0
1
Se
p-0
1
De
c-0
1
Planned Cumulative Forecast Cumulative Actual Cumulative
Findings:
Action to be taken:
0% 20% 40% 60% 80% 100%
Project 12
Project 11
Project 10
Project 9
Project 8
Project 7
Project 6
Project 5
Project 4
Project 3
Project 2
Project 1
Percentage complete
Done On-Track Behind Risk of Non-Completion
MIS Team's Scorecard
Customer focus Projects StatusHelp desk Current TargetProgramme visits to managers 4 6
Service requests outstanding (faults, worksrequests) at month end
24 15
Service requests closed in month 650 550
% Fixed by Help Desk from 1st call 70% 65%
Initiatives underway based on satisfaction survey
None by 30/6/02
Services outages (>5 people & >1hour)
Current Target
Average Mainframe Response Time 1 sec <0.75 sec
Outage time per month / # of times
Systems union accounting system None <1hr/mth
Student management system 30mins / 2 <1hr/mth
Servers (file and print) None <1hr/mth
Servers (website) None <1hr/mth
ISSP This cycle TargetProgramme visits to managers 4 12 Learning & GrowthPresentations of ISSP to managers 2 6 Internal capability Current Target
Total training days this month 5 8 / month
Delivery In-house training courses for IS staff 0 2 per year
Disaster recovery Current Target Customer satisfaction survey 1 2 per year
Backup every night 100% 100% Initiatives underway based on satisfaction survey 2 4
Months since last back-up tested at remote site
3 <4 Post project reviews performed Current Target
Rolling checks on C drives 25 40 Reviews completed 0 4
Developing Intellectual Capital Current TargetOur ability to deliver Current Target Succession plans (IT management) 2 5
% of time of developers spent on high priority / high value work
55% 65% Staff who have had 2 performance reviews in the last year25 34
Number of staff using EIS 15 50 Staff with development plans being implemented 5 10
Number of staff who have been trained in EIS
45 150 % spent of this year's technology capital expenditure (YTD) 8% 10%
FinancialCompletions Current TargetProjects in progress 12 <8
Reports/documents still in draft mode 15 <5
Progress on major IS capex projects
Project value $k
Status
Peoplesoft system 80
PC replacement programme 65
Research management system 45
Disk storage upgrade 30
IS Function Expenditure Profile
0
100
200
300
400
500
De
c-0
0
Ma
r-0
1
Ju
n-0
1
Se
p-0
1
De
c-0
1
Planned Cumulative Forecast Cumulative Actual Cumulative
Findings:
Action to be taken:
0% 20% 40% 60% 80% 100%
Project 12
Project 11
Project 10
Project 9
Project 8
Project 7
Project 6
Project 5
Project 4
Project 3
Project 2
Project 1
Percentage complete
Done On-Track Behind Risk of Non-Completion
Top five KPIs Weekly report xx xxxx 20xx
Top 5 indicators Target Result Rating
Xxxxxxx xxxxx xxxxx (see graph below)
Xxxxxxx xxxxx xxxxx (see graph below)
Xxxxxxx xxxxxxx xxxxxxx.
Xxxxxxx xxxxx xxxxx (see graph below)
Xxxxxxx xxxxxxx xxxxxxx..
0
100
200
300
400
500
600
700
800
900
1000
Oct-
99
Nov-9
9
Dec-9
9
Jan-0
0
Feb-0
0
Mar-
00
Apr-
00
May-0
0
Jun-0
0
Jul-00
Aug-0
0
Sep-0
0
No
. o
f xxx
12 Month Rolling Total Target
Issues: Actions to be taken:
0%
20%
40%
60%
80%
100%
120%
Oct-
99
Nov-9
9
Dec-9
9
Jan-0
0
Feb-0
0
Mar-
00
Apr-
00
May-0
0
Jun-0
0
Jul-00
Aug-0
0
Sep-0
0
Rate
(%
)
12 Month Rolling Total Target Month Actual
Issues: Actions to be taken:
0%
2%
4%
6%
8%
10%
12%
Oc
t-9
9
No
v-9
9
De
c-9
9
Ja
n-0
0
Fe
b-0
0
Ma
r-0
0
Ap
r-0
0
Ma
y-0
0
Ju
n-0
0
Ju
l-0
0
Au
g-0
0
Se
p-0
0
98 Actual 97 Actual
98 Budget Hurdle Rate
Issues: Actions to be taken:
Daily / weekly KPI Daily / weekly KPI reportsreports
Monthly summary of Monthly summary of operationsoperations
SMTSMT
StaffStaff
SMT/ Ops SMT/ Ops weeklyweekly
SMT/ Ops SMT/ Ops dailydaily
Minister/Minister/BoardBoard
Monthly Team Monthly Team scorecardsscorecards
MIS Team's Scorecard
Customer focus Projects StatusHelp desk Current TargetProgramme visits to managers 4 6
Service requests outstanding (faults, worksrequests) at month end
24 15
Service requests closed in month 650 550
% Fixed by Help Desk from 1st call 70% 65%
Initiatives underway based on satisfaction survey
None by 30/6/02
Services outages (>5 people & >1hour)
Current Target
Average Mainframe Response Time 1 sec <0.75 sec
Outage time per month / # of times
Systems union accounting system None <1hr/mth
Student management system 30mins / 2 <1hr/mth
Servers (file and print) None <1hr/mth
Servers (website) None <1hr/mth
ISSP This cycle TargetProgramme visits to managers 4 12 Learning & GrowthPresentations of ISSP to managers 2 6 Internal capability Current Target
Total training days this month 5 8 / month
Delivery In-house training courses for IS staff 0 2 per year
Disaster recovery Current Target Customer satisfaction survey 1 2 per year
Backup every night 100% 100% Initiatives underway based on satisfaction survey 2 4
Months since last back-up tested at remote site
3 <4 Post project reviews performed Current Target
Rolling checks on C drives 25 40 Reviews completed 0 4
Developing Intellectual Capital Current TargetOur ability to deliver Current Target Succession plans (IT management) 2 5
% of time of developers spent on high priority / high value work
55% 65% Staff who have had 2 performance reviews in the last year25 34
Number of staff using EIS 15 50 Staff with development plans being implemented 5 10
Number of staff who have been trained in EIS
45 150 % spent of this year's technology capital expenditure (YTD) 8% 10%
FinancialCompletions Current TargetProjects in progress 12 <8
Reports/documents still in draft mode 15 <5
Progress on major IS capex projects
Project value $k
Status
Peoplesoft system 80
PC replacement programme 65
Research management system 45
Disk storage upgrade 30
IS Function Expenditure Profile
0
100
200
300
400
500
De
c-0
0
Ma
r-0
1
Ju
n-0
1
Se
p-0
1
De
c-0
1
Planned Cumulative Forecast Cumulative Actual Cumulative
Findings:
Action to be taken:
0% 20% 40% 60% 80% 100%
Project 12
Project 11
Project 10
Project 9
Project 8
Project 7
Project 6
Project 5
Project 4
Project 3
Project 2
Project 1
Percentage complete
Done On-Track Behind Risk of Non-Completion
Weekly Team rptWeekly Team rptWeekly progress update
Week-2 Week-1 Target (mth)1 Proactive visits to managers 0 1 6
2 No. of staff recognitions made 0 0 6
3 Projects in progress 7 7 <8
4 Reports/documents still in draft mode 12 15 <5
5 Initiatives underway based on satisfaction survey
0 0 5 by 30/6/xx
IS Functi0
150
Ja n- 00
#REF! #REF! #REF! #REF!
0%
25%
50%
75%
100%
1
Percenta#REF! #REF! #REF! #REF!
TeamsTeams
TeamsTeams
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