Typical Generic KPIs
Purpose
The purpose of these KPIs is to assist staff and management optimise throughput thereby helping reduce costs, and maximise profit.
They provide pointers at performance in the business, both as individuals and contributory components of teams and departments.
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 tools, the 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. Where an element has no value in the database, it is not displayed.
Note that when the average of a series of inputs is calculated, this is taken to be the arithmetic MEDIAN.
Measurables
Details
| KPI TG1 |
Employee Turnover |
| Target Value |
Reduce Employee Turnover by 5% per year. |
| Frequency |
Yearly |
| Description |
The total of the number of employees who resign for whatever reason, plus the number of employees terminated for performance reasons, and that total divided by the number of employees at the beginning of the year. Employees lost due to Reductions in Force (RIF) will not be included in this calculation. |
| Formula |
The HRIS contains records of each employee. The separation section lists reason and date of separation for each employee. Monthly, or when requested by the SVP, the HRIS group will query the database and provide Department Heads with Turnover Reports. HRIS will post graphs of each report on the Intranet. |
| Unit Range |
People |
| Process |
|
|
| KPI TG2 |
Availability |
| Target Value |
Maximise |
| Description |
Availability is a function of the total service time, the mean time between failure (MTBF), and the mean time to repair (MTTR). |
| Formula |
(MTBF/(MTBF+MTTR)) x 100 |
| Unit Range |
% |
| Process |
|
|
| KPI TG3 |
Downtime |
| Target Value |
Minimise |
| Description |
The Availability formula derives the percentage of the time service is available. The inverse is the amount of downtime. |
| Formula |
1-Availibility |
| Unit Range |
% |
| Process |
|
|
| KPI TG4 |
ARPE |
| Target Value |
Maximise |
| Description |
Average Revenue Per Employee is the ratio of Total Revenue of the Service Provider divided by the Total Number of Employees yielding a KPI that assist an organization in the measure of the cost of supporting a given set of services. |
| Unit Range |
Local Currency |
| Process |
|
|
| KPI TG5 |
MTTD |
| Target Value |
Minimise |
| Description |
Mean Time To Detect: The difference between the onset of any event that is deemed revenue impacting and its actual detection and subsequent action to recover the original state. This would not be the same as starting the “Mean Time To Repair” (MTTR) clock. (e.g. once a technician receives a trouble ticket). The onset of any revenue impacting event almost always is recorded at some specific time by some specific equipment. |
| Unit Range |
time |
| Process |
|
|
| KPI TG6 |
MTRS |
| Target Value |
Minimise |
| Description |
Mean Time To Restore Service: The average time taken to Restore a Configuration Item or IT Service after a Failure. MTRS is measured from when the CI or IT Service fails until it is fully Restored and delivering its normal functionality. |
| Process |
|
|
| KPI TG7 |
MTTR |
| Target Value |
Minimise |
| Description |
Mean Time To Repair: The average time taken to repair a Configuration Item or IT Service after a Failure. MTTR is measured from when the CI or IT Service fails until it is Repaired. MTTR does not include the time required to Recover or Restore. MTTR is sometimes incorrectly used to represent Mean Time to Restore Service. |
| Process |
|
|
| KPI TG8 |
Mean Time To Recover |
| Target Value |
Minimise |
| Description |
See MTRS. |
| Process |
|
|
| KPI TG9 |
MTBF |
| Target Value |
Maximise |
| Description |
Mean Time Between Failures: The predicted elapsed time between inherent failures of a system during operation. MTBF can be calculated as the arithmetic mean (average) time between failures of a system. |
| Process |
|
|
| KPI TG10 |
CSAT |
| Target Value |
Maximise |
| Description |
Customer Satisfaction: Defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals. |
| Process |
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