Happy New Year! Welcome MMXII!
December 31st, 2011Net Promoter Score Data Gathering in Practice
December 14th, 2011Recently, the smartKPIs.com team has come across two very different data gathering approaches for the Net Promoter Score:
1. Booking.com
- A good example of how to streamline data gathering by automation;
- Data relevance is also high, due to the timing, as the questionnaire is completed at the touchpoint, upon transaction completion.
2. The branch of a major bank based in Australia
- A poorly implemented questionnaire, as data processing requires additional resources;
- Data relevance is high, due to the timing, as the questionnaire is completed at the touchpoint, upon transaction completion.
- The major issue here is the hybrid NPS approach as the question is not properly formulated, the scale is not correctly implemented (1 to 10 instead of 0 to 10) and the ratings are clustered in two options making the calculation of the NPS impossible.
For more details on the NPS visit: Net Promoter Score KPI.
Balanced Scorecard Saudi Arabia 2011 – smartKPIs.com correspondence from Riyadh – Day 4
December 8th, 2011The final day of the Balanced Scorecard Saudi Arabia 2011 continued on the same note as the previous day, with presentations of best practice Balanced Scorecard implementation and utilization.
Among the topics covered where:
- A journey of strategic turnaround – Implementing the Kaplan/Norton Strategy Management Process;
- Embedding the Balanced Scorecard by engendering a true performance culture;
- KSA Ministry of Labor – Master strategy mapping;
- A two dimensional look at strategy development and execution in an unpredictable, dynamic industry and how Balanced Scorecard helps;
- Why Liebherr Mining Equipment Company decided to use a Balanced Scorecard and what are the positive aspects of it?
- Collecting, aggregating, recording and automating relevant useful data for the Balanced Scorecard process;
- Holistic Performance Management Philosophy – a successful proven approach in developing and implementing strategy in government organizations.
Among the presenters where representatives of Saudi Goody Products Marketing Company (KSA), Zamil Industrial (KSA), Ministry of Labor (KSA), Liebherr Mining Equipment Company (USA), Tabuk Agricultural Development Company (KSA) and Securities and Commodities Authority (UAE) – Winner of the Emirates Award for Government Excellence in Performance Management, Sheikh Khalifa Government Excellence Programme (UAE, 2010).
One of the highlights of the final day of the Balanced Scorecard Saudi Arabia was the study case delivered by Dr Mohamed Moustafa Mahmoud, adviser at the Saudi Minister of Labor, Vice President – Organizational Development, Savola Group and Executive Director of Madinah Institute for Leadership and Entrepreneurship (MILE, KSA).
The topics covered detailed the Balanced Scorecard implementation and cascading process for Jeddah Municipality. The Balanced Scorecard system utilized by the Jeddah Municipality is among the most transparent and comprehensive ones. A catalogue of all KPIs monitored by the municipality is also available online.
Stay connected to smartKPIs.com for updates from Balanced Scorecard events! The next event, Balanced Scorecard Forum Dubai 2012, will take place between 21-26 April 2012 at The Address Hotel, Dubai Marina, UAE.
Balanced Scorecard Saudi Arabia 2011 – smartKPIs.com correspondence from Riyadh – Day 4 in pictures
December 7th, 2011
Balanced Scorecard Saudi Arabia 2011 – smartKPIs.com correspondence from Riyadh – Day 3
December 6th, 2011
Day 3 and 4 of the Balanced Scorecard Saudi Arabia 2011 where dedicated to Balanced Scorecard case studies presentations delivered by top representatives of KSA, GCC and international organizations. The main features of the agenda where:
- 16 Balanced Scorecard case studies delivered CEO and Strategy Practitioners;
- 56% of case studies from Kingdom of Saudi Arabia;
- 5 Hall of Fame award winning case studies;
- 3 CEO perspectives on the Balanced Scorecard;
- 5 public sector case studies.
The topics covered during Day 3 where diverse, addressing different aspects of the Balanced Scorecard implementation and utilization process:
- Mapping your way to exceptional performance – Creating a Strategy Map and setting relevant, focused objectives for the business
- Cascading the Strategy Map and the Balanced Scorecard to Business Units – achieving full alignment and maximum synergy
- Balanced Scorecard – the heart of the Strategy Office
- Team work as a vital process for a successful Balanced Scorecard Journey
- The Office of Strategy Management (OSM) as a driver of sustainable business success
- Balanced Scorecard and Strategy Maps – a technology strategist’s perspective
- Integrating the Balanced Scorecard with Total Quality Management for improved internal processes
- The corporate scorecard and performance based employee appraisal system
Among the presenters were representatives of Minor Food Group (Thailand) – Hall of Fame Award Winner 2011, Abu Dhabi Food Control Authority (United Arab Emirates) – Hall of Fame Award Winner 2011, YK Almoayyed & Sons (Bahrain) – Hall of Fame Award Winner 2011, Al Rajhi Bank (KSA), Siemens (KSA), Oracle (Germany), Dubai Police (United Arab Emirates), Al Faisal Group (KSA).
The day concluded with a Balanced Scorecard practitioner – Expert Panel facilitated by three experts in Balanced Scorecard implementation and utilization
- Dirk Kalff – Head of Strategic Performance Management, Al Faisaliah Group (KSA)
- Furqan Nasri, Head of Strategic Programmes, Siemens (KSA)
- Mathias Mangels, Synmentics and Tantum Group – Europe (Germany)
Stay connected to smartKPIs.com for updates from Balanced Scorecard Saudi Arabia 2011!
Balanced Scorecard Saudi Arabia 2011 – smartKPIs.com correspondence from Riyadh – Day 3 in pictures
December 6th, 2011
Balanced Scorecard Saudi Arabia 2011 – smartKPIs.com correspondence from Riyadh – Day 2
December 5th, 2011Day 2 of the Balanced Scorecard Saudi Arabia 2011 continued with the second part of the Masterclass facilitated by Dr. Robert Kaplan and Dr. David Norton.
While the first day of the Masterclass covered the What and Why aspects of a Balanced Scorecard implementation, the second day concentrated on answering the How aspects.
Among the topics discussed were:
- Risk Management and the integration with the Strategy Execution System, facilitated by Dr. Robert Kaplan;
- Aligning employees to the strategy session, facilitated by Dr David Norton;
- Monitoring, testing and adapting the strategy, facilitated by Dr Robert Kaplan;
- Balanced Scorecard implementation: Leading change and the role of the CEO, facilitated by Dr Robert Kaplan;
- Balanced Scorecard implementation: The critical role of the Office of Strategy Management, lead by Dr David Norton
The day concluded with a Q&A session (Kaplan-Norton Clinic), during which were debated topics such as:
- Best ways to run a Strategy Review Meeting;
- The cascading process of a Balanced Scorecard System for a corporation with a diversified portfolio of activities and lines of business;
- The importance of establishing an Office of Strategy Management and its ideal size.
Stay connected to smartKPIs.com for updates from Balanced Scorecard Saudi Arabia 2011!
Balanced Scorecard Saudi Arabia 2011 – smartKPIs.com correspondence from Riyadh – Day 2 in pictures
December 5th, 2011
Balanced Scorecard Saudi Arabia 2011 – smartKPIs.com correspondence from Riyadh – Day 1
December 4th, 2011Sunday, December 4th, 2011
As media partners of Balanced Scorecard Saudi Arabia 2011 smartKPIs.com will report this week on how this exceptional event unfolds this week.
As in previous editions, IIR Middle East brought together world class strategy and performance management speakers and facilitators, as well as a significant number of participants from the private and public sector.
Day one of this year’s edition started with a Masterclass facilitated by Dr. David Norton and Dr. Robert Kaplan. Some of the topics covered during the day were:
- The Execution Premium Process;
- The role of the Office of Strategy Management;
- The importance of selecting meaningful KPIs, setting stretch targets and selecting and funding strategic initiatives.
One of the central themes of the day was the case study illustrating the best practice implementation and use of the Balanced Scorecard at Volkswagen do Brasil. The company excelled both in terms of the Balanced Scorecard implementation process and through the comprehensive means of communicating strategy to all employees, resulting in the building of an inspiring organizational culture focused on continuous performance improvement.
Another important moment of the day was the recognition received by Dr. David Norton and Dr. Robert Kaplan for the efforts in advising Dubai Police on their journey of implementing a Balanced Scorecard.
The day concluded with a Questions and Answers session dedicated to the challenges of implementing and using the Balanced Scorecard in practice.
Stay connected to smartKPIs.com for fresh and updated information from the event!
Balanced Scorecard Saudi Arabia 2011 – smartKPIs.com correspondence from Riyadh – Day 1 in pictures
December 4th, 2011
Over 7000 Key Performance Indicator (KPI) examples on www.smartKPIs.com
December 2nd, 2011
Registered members of the www.smartKPIs.com community can now select their Key Performance Indicators (KPIs) from over 7000 performance measures documented and published in the online repository. The smartKPIs.com research team focused over the last few weeks on publishing examples from the utilities industry and the online presence – eCommerce functional area.
The functional areas with the highest number of KPI examples are:
- Information Technology (607)
- Human Resources (399)
- Supply Chain, Procurement, Distribution (386)
- Sales & Customer Service (273)
- Accounting (250)
- Finance (208)
The industries with the highest number of documented performance measures are:
- Government – Local (651)
- Government – State / Federal (591)
- Infrastructure Operations (282)
- Transportation (280)
- Utilities (272)
- Healthcare (256)
Example of a documented performance indicator: # Hours gas pipeline not operational.
smartKPIs Premium
The ‘gold standard‘ in KPI documentation is now available on smartkpis.com. At the core of smartKPIs Premium is a set of over 1,900 KPI examples preselected by the eab group’s research team as the most relevant for practice across functional areas and industries. These were thoroughly documented in over 30 fields, 3 times more than the standard used for most other KPIs.
Example of a performance measure that was documented for smartKPIs Premium section: $ Telecom subscriber acquisition cost.
Registered member experience on www.smartKPIs.com:
- Learn: To learn more about performance management and Key Performance Management visit the Resources section.
- Explore: To explore the library of KPI examples by navigating the functional area and industry directory, visit the Browse KPIs section.
- Customize: To build your customized KPI library by saving favorite examples for later use, visit the My KPIs section.
- Contribute: To propose a new example of KPI, visit the Submit KPIs section.
- Collaborate: To collaborate with other users and to discuss KPI examples, add comments on each KPI description page, ask questions on smartKPIs Answers, or contribute to the smartKPIs LinkedIn group.
registered members
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