Publicaties
Daily experiences (UK only) - Graphs make people move
Visualisation of KPIs is key for having insight in performance. We all know that. However, the way KPIs are presented is still very poor using a score with traffic light colour coding. You have to think in dimensions and visualise these dimensions within your graphs or tables. Do you want to reveal performance per region, product or even employee? Show trends. Trends are still of a result nature, but show the progress the team is making. Reveal Work In Progress (WIP) KPI’s to understand the current pressures that block the team to realize tomorrow’s performance. Let give an example. Many organisation use number of complaints and % complaints solved on time to measure the performance of the complaints process. This is of course ok. And a trend on these indicators might indicate the performance of these KPI’s next period. But to really estimate the next period it is better to look at the WIP KPI, in this case the number of open complaints. Use time, employee and reason code as dimensions and you will know next period performance.