Key Performance Indicators
There are many types of key performance indicators that are used in organizations. KPIs are applied in revenue improvement, process cycle-time improvement, cost reduction and customer satisfaction. Some include:
Business processes
Key performance indicators may include:
• Average process age
• Time to complete tasks on average
• Sum of costs of stopped active processes
• Total amounts of deviation of time in certain days against the schedule
Service quality KPIs
These may include:
• Number of late activities
• Amount of customer problems/complaints
• Amount of handled calls
• The amount of time to answer a call
• Amount of cycle time from order to delivery
• Amount of reminders at risk
• Customer satisfaction ratings
Efficiency KPIs
These key performance indicators may include:
• Amount of human mistakes
• Amount of process errors
• Amount of customer grievances
• Amount of employees working
• Average cycle time from order to delivery
• Capacity of responsibilities per staff.
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