Document Management KPIs
Purpose
The purpose of these KPIs is to assist Document Management staff and management optimise throughput thereby helping reduce costs, and maximise profit.
They provide pointers at the operational performance of the business, both as a single network entity and broken down into specific, relevant elements.
KPIs use either a single parameter or a combination of parameters, often generated automatically by 'counters' whereby the output is a comprehensive performance indicator in itself.
These counters can be built into the documents themselves, often through the use of structured templates, the document management systems or programmed individually to suit local requirements.
Scope
The scope of these Key Performance Indicators is limited to activities, as defined by the organisation, to lie inder the relevant business area.
However the data used by and/or collected by the counters and measurement tools could originate from anywhere within - or without - the business.
Each individual KPI is reviewed to assess it's "
fitness for purpose" on a periodic basis as defined by the KPI owner.
This is a temporary message - once each individual 'scope" document is written, it will be replaced within the coding that produced this KPI document.
Definitions
Each KPI is described by the following items:
- KPI ID Number: contains the full name of the KPI.
- Target Value: contains the max or min threshold
- Frequency: describes the type of measurement i.e. daily, weekly, or monthly.
- Description: this item provides short explanation of the KPI.
- Formula: this item contains the formula composed by the counters for the KPI.
- Counters: this item contains counters used for calculation and described how they are triggered.
- Object Class: this item shows from which element the measurement statistical data are taken.
- Tools: this item shows which tool is used to calculate the KPI.
- Trigger: the event that starts the KPI measurement.
- Terminator: the event that stops the KPI measurement.
- Unit Range: this items shows the unit range value of the KPI.
- Review Period: this defines the aging process of the KPI. It helps management ensure it's use is relevant.
- Owner: this item reflects who has the authority to adjust the KPI paramaters and to whom any queries should be addressed concerning the measurements.
- Remark: this item is sometimes added to write notes and additional information.
- Process: the process or processes (or work instruction/procedure) to which this KPI is applicable.
A measurement type can have several sub-counters; therefore the used sub-counters are listed in brackets with following meanings as examples:
- [3]: sub-counter 3 has to be taken.
- [1,2,4]: sub-counters 1, 2 and 4 have to be added.
- [1 - 4, 7 - 10]: sub-counters 1, 2, 3, 4, 7, 8, 9 and 10 have to be added.
- [all]: all sub-counters have to be added.
Not all Definitions apply to every KPI.
Note that when the average of a series of inputs is calculated, this is taken to be the arithmetic MEDIAN.
Measurables
Details
KPI DM1 |
Document Update Frequency |
Target Value |
N/A |
Frequency |
|
Description |
Average frequency of updates of documents. |
Formula |
|
Counter Descriptions |
|
Object Class |
DOCUMENT |
Tools |
|
Unit Range |
Days |
Trigger |
|
Terminator |
|
Review Period |
|
Owner |
|
Remarks & Comment |
|
Process |
|
|
KPI DM2 |
Legal Discovery Time |
Target Value |
Minimise |
Frequency |
|
Description |
Time to respond to legal discovery of records. |
Formula |
|
Counter Descriptions |
|
Object Class |
DOCUMENT |
Tools |
|
Unit Range |
Seconds |
Trigger |
|
Terminator |
|
Review Period |
|
Owner |
|
Remarks & Comment |
|
Process |
|
|
KPI DM3 |
Mis-Stored Documents |
Target Value |
Minimise |
Frequency |
|
Description |
% of documents that have not been stored in the appropriate document management systems. |
Formula |
|
Counter Descriptions |
|
Object Class |
DOCUMENT |
Tools |
|
Unit Range |
% |
Trigger |
|
Terminator |
|
Review Period |
|
Owner |
|
Remarks & Comment |
|
Process |
|
|
KPI DM4 |
Redundant Documents |
Target Value |
Minimise |
Frequency |
|
Description |
Number of documents that have not been removed/deleted (from the system) after end-of-life. |
Formula |
|
Counter Descriptions |
|
Object Class |
DOCUMENT |
Tools |
|
Unit Range |
No Units |
Trigger |
|
Terminator |
|
Review Period |
|
Owner |
|
Remarks & Comment |
|
Process |
|
|
KPI DM5 |
Dormant Documents |
Target Value |
Minimise |
Frequency |
|
Description |
% of documents that have not been accessed for more than a specified period. |
Formula |
|
Counter Descriptions |
|
Object Class |
DOCUMENT |
Tools |
|
Unit Range |
No Units |
Trigger |
|
Terminator |
|
Review Period |
|
Owner |
|
Remarks & Comment |
|
Process |
|
|
KPI DM6 |
Document Storage Costs (Paper) |
Target Value |
Minimise |
Frequency |
|
Description |
Document storage costs (paper). |
Formula |
|
Counter Descriptions |
|
Object Class |
DOCUMENT |
Tools |
|
Unit Range |
Local Currency |
Trigger |
|
Terminator |
|
Review Period |
|
Owner |
|
Remarks & Comment |
|
Process |
|
|
KPI DM7 |
Document Storage Costs (Electronic) |
Target Value |
Minimise |
Frequency |
|
Description |
Document storage costs (electronic). |
Formula |
|
Counter Descriptions |
|
Object Class |
DOCUMENT |
Tools |
|
Unit Range |
Local Currency |
Trigger |
|
Terminator |
|
Review Period |
|
Owner |
|
Remarks & Comment |
|
Process |
|
|
KPI DM8 |
Electronic Document Ratio |
Target Value |
Maximise |
Frequency |
|
Description |
Ratio of electronic to paper master documents. |
Formula |
|
Counter Descriptions |
|
Object Class |
DOCUMENT |
Tools |
|
Unit Range |
% |
Trigger |
|
Terminator |
|
Review Period |
|
Owner |
|
Remarks & Comment |
|
Process |
|
|
KPI DM9 |
Off-Server Documents |
Target Value |
Minimise |
Frequency |
|
Description |
% of documents in non-enterprise repositories: Percentage of documents in non-enterprise repositories (e.g. CDs, thumb drives, PC hard disks, email accounts). |
Formula |
|
Counter Descriptions |
|
Object Class |
DOCUMENT |
Tools |
|
Unit Range |
% |
Trigger |
|
Terminator |
|
Review Period |
|
Owner |
|
Remarks & Comment |
|
Process |
|
|
KPI DM10 |
Searchable Documents |
Target Value |
Maximise |
Frequency |
|
Description |
Percentage of enterprise documents accessible to the search engine. |
Formula |
|
Counter Descriptions |
|
Object Class |
DOCUMENT |
Tools |
|
Unit Range |
% |
Trigger |
|
Terminator |
|
Review Period |
|
Owner |
|
Remarks & Comment |
|
Process |
|
|
KPI DM11 |
Find Success Rate |
Target Value |
Maximise |
Frequency |
|
Description |
Percentage searches within measurement period resulting in a document being opened. |
Formula |
|
Counter Descriptions |
|
Object Class |
DOCUMENT |
Tools |
|
Unit Range |
% |
Trigger |
|
Terminator |
|
Review Period |
|
Owner |
|
Remarks & Comment |
|
Process |
|
|
KPI DM12 |
Enterprise-Wide Duplications |
Target Value |
Minimise |
Frequency |
|
Description |
Percentage of duplications/document variations within a repository or across repositories. Includes hard copies of electronic masters. |
Formula |
|
Counter Descriptions |
|
Object Class |
DOCUMENT |
Tools |
|
Unit Range |
% |
Trigger |
|
Terminator |
|
Review Period |
|
Owner |
|
Remarks & Comment |
Where a centrally stored electronic master exists, it should be encouraged that users access this copy rather than receive or request hard copies. |
Process |
|
|
KPI DM13 |
Mis-classified Documents |
Target Value |
Minimise |
Frequency |
|
Description |
Percentage of documents wrongly classified, or not allocated a defined security classification. |
Formula |
|
Counter Descriptions |
|
Object Class |
DOCUMENT |
Tools |
|
Unit Range |
% |
Trigger |
|
Terminator |
|
Review Period |
|
Owner |
|
Remarks & Comment |
|
Process |
|
|