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Home / KPI Report Metrics

KPI Report Metrics

Scrambling around for KPI’s? Below are some examples to use in your KPI Report

KPI measuring Performance

  • Performance/ Client reports due by X deadline
  • KPI dashboard- underperformance
  • KPI Improvement Plan
  • Contractual Milestones met
  • Supplier attendance at meetings
  • Invoice accuracy
  • Benchmark report/ cost adjustment

KPIs can be qualitative or quantitative but mostly they are expressed as a % for the desired performance, these are measurable. Use RAG for the rating.

A weighted scorecard can be useful for quantifying performance by assigning a weighting to different areas to be measured. Consecutive monthly scorecards can also be used to get a visual on trends and is handy to share with suppliers during account review meetings.

Examples

  • Lead time against industry norm
  • Cost reduction programme
  • Risk assessment and compliance
  • Delivery on time
  • Quality tolerance/ conformance
  • Helpdesk response times
  • Cost management
  • Resources dedicated to project
  • Delivery performance
  • Service performance
  • H&S compliance
  • Customer satisfaction

Price can be measured as a KPI for target total contract value/ life-cycle cost, a number of successful cost reduction initiatives, the acceptable range of cost variance or increases.

Quality

  • Wrong orders, rejections, poor quality
  • Number of complaints
  • Accreditation
  • Quality standards

Relationship

  • Competence and co-operation of account manager
  • Response time for queries
  • After sales service

Innovation

  • Number of innovation initiatives
  • Willingness to provide collaboration opportunities

Technology

  • Orders completed online
  • Response time for technology breakdown

A KPI is different to a Service Level Agreement (SLA)

An SLA is a formal statement of performance requirements. It is supposed to help suppliers and customers communicate by outlining the expectations. Content will include the following:

  • What service is included
  • Standards required
  • Allocation of responsibility, tasks, activities
  • How measurement will be applied
  • Complaints and resolution procedure
  • Frequency
  • Hours of operation

The SLA should be reasonable. If it is too difficult to meet targets the supplier is more prone to failure which might negatively affect the relationship without adding real value.

The supplier should be informed about where priorities lie.

 

 

 

 

 

 

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