Archive for the ‘Library of KPI examples’ Category
Tuesday, June 14th, 2011
June 14, 2011, Melbourne, Australia – smartKPIs.com (www.smartKPIs.com), the world’s largest source of thoroughly documented Key Performance Indicator (KPI) examples announces that Efficiency and Effectiveness, Order lifecycle management and Complaints Management dominate the “Top 25 Customer Service KPIs of 2010”. The report presents in detail KPIs such as: % On-time delivery, # Time to rectify defects and % Customer complaints due to poor service or product quality, among other KPI examples reviewed by the smartKPIs.com research team. “Top KPIs of 2010″ is a collection of research reports discussing the most popular KPIs of 2010 across functional areas and industries. smartKPIs.com is an expert in the field of performance management and measurement, researching the use of KPI based performance management systems in practice around the world.
The “Top 25 Customer Service KPIs of 2010” report provides insights in the state of Customer Service performance measurement today by listing and analyzing the most visited KPIs on smartKPIs.com in 2010. It is part of the “Top KPIs of 2010” series of reports and a result of the research program conducted by the analysts of smartKPIs.com in the area of integrated performance management and measurement. (more…)
Tags: Customized KPI library, Database of KPIs, Indicators, Key Performance Indicator, Key Performance Indicators, KPI example, Library of KPIs, Metrics, Performance Measures, Top 25 Customer Service KPIs of 2010, Top Customer Service KPIs, Top KPIs
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Friday, June 3rd, 2011
June 3, 2011, Melbourne, Australia – smartKPIs.com (www.smartKPIs.com), the world’s largest source of thoroughly documented Key Performance Indicator (KPI) examples announces that Asset / Portfolio Management, Financial Stability, Forecasts & Valuation, Liquidity and Profitability dominate the “Top 25 Finance KPIs of 2010“. The report presents in detail KPIs such as: # Berry ration, # Labor multiplier and % Capital acquisition ratio, among other KPI examples reviewed by the smartKPIs.com research team. “Top KPIs of 2010″ is a collection of research reports discussing the most popular KPIs of 2010 across functional areas and industries. smartKPIs.com is an expert in the field of performance management and measurement, researching the use of KPI based performance management systems in practice around the world. (more…)
Tags: Customized KPI library, Database of KPIs, Indicators, Key Performance Indicator, Key Performance Indicators, KPI example, Library of KPIs, Metrics, Performance Measures, Top 25 Finance KPIs of 2010, Top Finance KPIs, Top KPIs
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Wednesday, June 1st, 2011
June 1, 2011, Melbourne, Australia – smartKPIs.com (www.smartKPIs.com), the world’s largest
source of thoroughly documented Key Performance Indicator (KPI) examples announces that Planning and Reporting, Transactions / Accounts Payable / Accounts Receivable dominate the “Top 25 Accounting KPIs of 2010“. The report presents in detail KPIs such as: $ Cost of goods sold (COGS), # Days in accounts receivable and % Billing accuracy, among other KPI examples reviewed by the smartKPIs.com research team. “Top KPIs of 2010″ is a collection of research reports discussing the most popular KPIs of 2010 across functional areas and industries. smartKPIs.com is an expert in the field of performance management and measurement, researching the use of KPI based performance management systems in practice around the world. (more…)
Tags: Customised KPI library, Database of KPIs, Indicators, Key Performance Indicator, Key Performance Indicators, KPI example, Library of KPIs, Metrics, Performance Measures, Top 25 Accounting KPIs of 2010, Top Accounting KPIs, Top KPIs
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Sunday, April 17th, 2011
Registered members of the www.smartKPIs.com community can now select their Key Performance Indicators (KPIs) from over 6500 performance measures documented and published in the online repository. The smartKPIs.com research team focused over the last few days on publishing examples from the Supply Chain, Procurement, Sales & Customer Service, Information Technology and Human Resources functional areas. Examples from the Education & Training, Professional Services and Healthcare industries were also added.
The functional areas with the highest number of KPI examples are:
The industries with the highest number of documented performance measures are:
Example of a documented performance indicator: $ Revenue from new business operations
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 1,200 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: % Nationally accredited study programs
- 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 Forum.
registered members
Tags: Customised KPI library, Database of KPIs, Indicators, Key Performance Indicator, Key Performance Indicators, KPI, KPIs Premium, Library of KPIs, Metrics, Performance Indicator, Performance Measures
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Thursday, April 14th, 2011
April 14, 2011, Melbourne, Australia – smartKPIs.com, the world’s largest source of thoroughly documented Key Performance Indicator (KPI) examples announces that Research Efficiency and Patenting KPIs dominate the “Top 25 R&D KPIs of 2010“. The report presents in detail KPIs such as: $ Research & development costs, # Concept approval cycle time and % Development cost per new product, among other KPI examples reviewed by the smartKPIs.com research team. “Top KPIs of 2010″ is a collection of research reports discussing the most popular KPIs of 2010 across functional areas and industries. smartKPIs.com is an expert in the field of performance management and measurement, researching the use of KPI based performance management systems in practice around the world.
As more companies acknowledge the role of Research and Development (R&D) activities as a catalyst for differentiation and sustainable competitive advantage, optimizing R&D is a priority for many of them. In this context, KPIs are some of the more popular instruments used to drive the achievement of desired outcomes, across industries and functional areas. A KPI is a selected indicator considered key for monitoring the performance of a strategic objective, outcome, or key result area important to the success of an activity and growth of the organization overall. Out of the hundreds of R&D KPI examples in use today the research team at smartKPIs.com documented over 75 of them in the online database with the same name. Starting with this year, a selection of the most popular KPIs will be analysed in detail as part of an annual research report.
The “Top 25 R&D KPIs of 2010” report provides insights in the state of R&D performance measurement today by listing and analysing the most visited KPIs on smartKPIs.com in 2010. It is part of the “Top KPIs of 2010“ series of reports and a result of the research program conducted by the analysts of smartKPIs.com in the area of integrated performance management and measurement. smartKPIs.com hosts the largest catalogue of thoroughly documented KPI examples available today and representing an excellent platform for research and dissemination of insights on KPIs and related topics. The hundreds of thousands of visits to smartKPIs.com and the thousands of KPIs visited, bookmarked and rated by members of this online community in 2010 provided a rich data set, which combined with further analysis from the editorial team, formed the basis of these research reports.
The “Top 25 R&D KPIs of 2010” report contains in addition to KPI names, a detailed description of each KPI, as documented in smartKPIs Premium and other relevant content. While dominated by Research Efficiency and Patenting KPIs, with 10 KPI examples in the Top 25, some other KPIs listed in the report come from categories such as Research Funding, Budget Management, Talent management, Cooperation and Research Effectiveness:
- $ Research & development costs
- # Concept approval cycle time
- % Development cost per new product
- # Employees in R&D
- % R&D projects involving customers
“The Top 25 R&D KPIs of 2010 report is a synthesis of what smartKPIs.com is all about: it forms an overview of how R&D KPIs are used in practice today, by combining input from the online community with analysis and insights from our research team. By discussing the use of KPIs today, presenting the best practice in documenting them and listing the most popular KPIs of 2010, the Top KPIs of 2010 series of reports are valuable resources in promoting the informed use of KPIs or refreshing the existing performance measurement and management practice in any organization.” said Aurel Brudan, the Performance Architect of smartKPIs.com.
About smartKPIs.com
http://www.smartkpis.com is the leading online platform for performance management knowledge integration, hosting the largest database of thoroughly documented KPI examples available on the web today. It offers high quality resources and collaboration functionality for the community of members, assisting them in making smart decisions regarding their performance management initiatives. Registration is free and enables research, learning and interaction as part of a growing community of members from over 190 countries and territories. smartKPIs.com is operated by eab group, an innovative research driven provider of integrated performance management solutions, based in Melbourne, Australia.
Media contact
Jessie Zhang, eab group, Tel: +61 3 9670 2979, Email: jessie.zhang@smartKPIs.com
Tags: Customised KPI library, Database of KPIs, Key Performance Indicator, Key Performance Indicators, KPI, KPI example, Library of KPIs, Metrics, R&D KPIs, Top 25 R&D KPIs of 2010, Top KPIs
Posted in Events, KPI, KPIs in practice, Library of KPI examples, Performance Management, Performance Measurement, smartKPIs.com | No Comments »
Monday, April 4th, 2011
April 4, 2011, Melbourne, Australia – smartKPIs.com, the world’s largest source of thoroughly documented Key Performance Indicator (KPI) examples announces that Application Development and Network Management KPIs dominate the “Top 25 Information Technology KPIs of 2010″. The report presents in detail KPIs such as: % Defects removal efficiency, % Schedule adherence in software development and % Data network availability, among other KPI examples reviewed by the smartKPIs.com research team. “Top KPIs of 2010″ is a collection of research reports discussing the most popular KPIs of 2010 across functional areas and industries. smartKPIs.com is an expert in the field of performance management and measurement, researching the use of KPI based performance management systems in practice around the world.
While companies realize that Information Technology can be an important element of differentiation and creating sustainable competitive advantage, using performance measures for tracking and improving performance in Information Technology (IT) operations is a must for guiding the journey to attaining organizational excellence.
A KPI is a selected indicator considered key for monitoring the performance of a strategic objective, outcome, or key result area important to the success of an activity and growth of the organization overall. There are today hundreds of IT KPI examples used by organizations from around the world. The research team at smartKPIs.com documented over 550 of them in the online database with the same name. Starting with this year, a selection of the most popular KPIs will be analysed in detail as part of an annual research report.
The “Top 25 Information Technology KPIs of 2010″ report provides insights in the state of IT performance measurement today by listing and analysing the most visited KPIs on smartKPIs.com in 2010. It is part of the “Top KPIs of 2010″ series of reports and a result of the research program conducted by the analysts of smartKPIs.com in the area of integrated performance management and measurement. smartKPIs.com hosts the largest catalogue of thoroughly documented KPI examples available today and representing an excellent platform for research and dissemination of insights on KPIs and related topics. The hundreds of thousands of visits to smartKPIs.com and the thousands of KPIs visited, bookmarked and rated by members of this online community in 2010 provided a rich data set, which combined with further analysis from the editorial team, formed the basis of these research reports.
Structured around the Information Technology KPIs that in 2010 received the highest number of visits on smartKPIs.com, the “Top 25 Information Technology KPIs of 2010″ report contains in addition to KPI names, a detailed description of each KPI, as documented in smartKPIs Premium and other relevant content. While dominated by Application Development, Network Management and IT – Security KPIs, it also contains KPI examples from categories such as Service Management, Enterprise Architecture and IT – General:
- % Defects removal efficiency
- % Schedule adherence in software development
- % Data network availability
- % SLAs in renegotiation
- # IT policy violations
“The Top 25 Information Technology KPIs of 2010 report is a synthesis of what smartKPIs.com is all about: it forms an overview of how Information Technology KPIs are used in practice today, by combining input from the online community with analysis and insights from our research team. By discussing the use of KPIs today, presenting the best practice in documenting them and listing the most popular KPIs of 2010, the Top KPIs of 2010 series of reports are valuable resources in promoting the informed use of KPIs or refreshing the existing performance measurement and management practice in any organization.” said Aurel Brudan, the Performance Architect of smartKPIs.com.
About smartKPIs.com
http://www.smartkpis.com is the leading online platform for performance management knowledge integration, hosting the largest database of thoroughly documented KPI examples available on the web today. It offers high quality resources and collaboration functionality for the community of members, assisting them in making smart decisions regarding their performance management initiatives. Registration is free and enables research, learning and interaction as part of a growing community of members from over 190 countries and territories. smartKPIs.com is operated by eab group, an innovative research driven provider of integrated performance management solutions, based in Melbourne, Australia.
Media contact
Jessie Zhang, eab group, Tel: +61 3 9670 2979, Email: jessie.zhang@smartKPIs.com
Tags: Customised KPI library, Database of KPIs, Information Technology KPIs, IT KPIs, Key Performance Indicator, Key Performance Indicators, KPI, KPI example, Library of KPIs, Metrics, Top 25 Information Technology KPIs of 2010, Top KPIs
Posted in Events, KPI, KPIs in practice, Library of KPI examples, Performance Management, Performance Measurement, smartKPIs.com | No Comments »
Sunday, April 3rd, 2011
April 2, 2011, Melbourne, Australia – smartKPIs.com, the world’s largest source of thoroughly documented Key Performance Indicator (KPI) examples announces that Public Services, General Local Administration and Economic & Business Affairs KPIs dominate the “Top 25 Local Government KPIs of 2010″. The report presents in detail KPIs such as: % Users satisfied with public service responsiveness, # E-public sector as an active partner in the innovation system and % Maturity of online public service delivery, among other KPI examples reviewed by the smartKPIs.com research team. “Top KPIs of 2010″ is a collection of research reports discussing the most popular KPIs of 2010 across functional areas and industries. smartKPIs.com is an expert in the field of performance management and measurement, researching the use of KPI based performance management systems in practice around the world.
While the Local Government institutions provide the structural framework for managing the local communities, using performance measures for tracking and improving performance in servicing population is a must for guiding the journey to improving the quality of life level as well as the well-being of these communities.
A KPI is a selected indicator considered key for monitoring the performance of a strategic objective, outcome, or key result area important to the success of an activity and growth of the organization overall. There are today hundreds of Local Government KPI examples used by organizations from around the world. The research team at smartKPIs.com documented over 600 of them in the online database with the same name. Starting with this year, a selection of the most popular KPIs will be analysed in detail as part of an annual research report.
The “Top 25 Local Government KPIs of 2010″ report provides insights with regards to the Local Government performance measurement today by listing and analysing the most visited KPIs on smartKPIs.com in 2010. It is part of the “Top KPIs of 2010″ series of reports and a result of the research program conducted by the analysts of smartKPIs.com in the area of integrated performance management and measurement. smartKPIs.com hosts the largest catalogue of thoroughly documented KPI examples available today and representing an excellent platform for research and dissemination of insights on KPIs and related topics. The hundreds of thousands of visits to smartKPIs.com and the thousands of KPIs visited, bookmarked and rated by members of this online community in 2010 provided a rich data set, which combined with further analysis from the editorial team, formed the basis of these research reports.
Structured around the Local Government KPIs that in 2010 received the highest number of visits on smartKPIs.com, the “Top 25 Local Government KPIs of 2010″ report contains in addition to KPI names, a detailed description of each KPI, as documented in smartKPIs Premium and other relevant content. While dominated by KPIs reflecting the performance of the Public Services, other popular KPIs come from categories such as General Local Administration, Economic & Business Affairs, Community – Quality of Life, Social Services, Public Safety, Budget and Finance or Culture, Recreation and Entertainment.
- % Citizens satisfied with public service responsiveness
- # e-Public sector as an active partner in the innovation system
- % Maturity of online service delivery
- # Building rehabilitation projects
- # Recruit to hire ratio for job placements
“The Top 25 Local Government KPIs of 2010 report is a synthesis of what smartKPIs.com is all about: it forms an overview of how Local Government KPIs are used in practice today, by combining input from the online community with analysis and insights from our research team. By discussing the use of KPIs today, presenting the best practice in documenting them and listing the most popular KPIs of 2010, the Top KPIs of 2010 series of reports are valuable resources in promoting the informed use of KPIs or refreshing the existing performance measurement and management practice in any organization.“ said Aurel Brudan, the Performance Architect of smartKPIs.com.
About smartKPIs.com
http://www.smartkpis.com is the leading online platform for performance management knowledge integration, hosting the largest database of thoroughly documented KPI examples available on the web today. It offers high quality resources and collaboration functionality for the community of members, assisting them in making smart decisions regarding their performance management initiatives. Registration is free and enables research, learning and interaction as part of a growing community of members from over 190 countries and territories. smartKPIs.com is operated by eab group, an innovative research driven provider of integrated performance management solutions, based in Melbourne, Australia.
Media contact
Jessie Zhang, eab group, Tel: +61 3 9670 2979, Email: jessie.zhang@smartKPIs.com
Tags: Customised KPI library, Database of KPIs, Key Performance Indicator, Key Performance Indicators, KPI, KPI example, Library of KPIs, Local Government KPIs, Metrics, Top 25 Local Government KPIs of 2010, Top KPIs
Posted in Events, KPI, KPIs in practice, Library of KPI examples, Performance Management, Performance Measurement, smartKPIs.com | No Comments »
Thursday, March 24th, 2011
March 24, 2011, Melbourne, Australia – smartKPIs.com, the world’s largest source of thoroughly documented Key Performance Indicator (KPI) examples announces that Occupancy, Rent collection and Maintenance KPIs dominate the “Top 25 Property Management KPIs of 2010″. The report presents in detail KPIs such as: % Occupancy rate, % Emergency repairs completed on time and % Vacancy rate, among other KPI examples reviewed by the smartKPIs.com research team. “Top KPIs of 2010″ is a collection of research reports discussing the most popular KPIs of 2010 across functional areas and industries. smartKPIs.com is an expert in the field of performance management and measurement, researching the use of KPI based performance management systems in practice around the world.
The Property Management sector represents a fertile ground for performance measurement and management due to its structure and rich dataset. Each of the key functions of property managers can be defined in clear processes with easily measurable components. In this context, the use of Property Management KPIs is fairly mature in many organizations, driven by Service Level Agreements and drive towards competitiveness. A KPI is a selected indicator considered key for monitoring the performance of a strategic objective, outcome, or key result area important to the success of an activity and growth of the organization overall. There are today hundreds of Property Management KPI examples used by organizations from around the world. The research team at smartKPIs.com documented over 75 of them in the online database with the same name. Starting with this year, a selection of the most popular KPIs will be analysed in detail as part of an annual research report.
The “Top 25 Property Management KPIs of 2010″ report provides insights in the state of Property Management performance measurement today by listing and analysing the most visited KPIs on smartKPIs.com in 2010. It is part of the “Top KPIs of 2010″ series of reports and a result of the research program conducted by the analysts of smartKPIs.com in the area of integrated performance management and measurement. smartKPIs.com hosts the largest catalogue of thoroughly documented KPI examples available today and representing an excellent platform for research and dissemination of insights on KPIs and related topics. The hundreds of thousands of visits to smartKPIs.com and the thousands of KPIs visited, bookmarked and rated by members of this online community in 2010 provided a rich data set, which combined with further analysis from the editorial team, formed the basis of these research reports.
Structured around the Property Management KPIs that in 2010 received the highest number of visits on smartKPIs.com, the “Top 25 Property Management KPIs of 2010” report contains in addition to KPI names, a detailed description of each KPI, as documented in smartKPIs Premium and other relevant content. While dominated by Occupancy, Rent collection and Maintenance KPIs, with 15 KPI examples in the Top 25, some other KPIs listed in the report come from categories such as Churn, Tenant relationship, Revenue and Contract Management:
1. % Occupancy rate
2. % Emergency repairs completed on time
3. % Vacancy rate
4. % Current tenants in serious arrears
5. % New tenants visited within 6 weeks of tenancy start date
“The Top 25 Property Management KPIs of 2010 report is a synthesis of what smartKPIs.com is all about: it forms an overview of how Property Management KPIs are used in practice today, by combining input from the online community with analysis and insights from our research team. By discussing the use of KPIs today, presenting the best practice in documenting them and listing the most popular KPIs of 2010, the Top KPIs of 2010 series of reports are valuable resources in promoting the informed use of KPIs or refreshing the existing performance measurement and management practice in any organization.” said Aurel Brudan, the Performance Architect of smartKPIs.com.
About smartKPIs.com
http://www.smartkpis.com is the leading online platform for performance management knowledge integration, hosting the largest database of thoroughly documented KPI examples available on the web today. It offers high quality resources and collaboration functionality for the community of members, assisting them in making smart decisions regarding their performance management initiatives. Registration is free and enables research, learning and interaction as part of a growing community of members from over 190 countries and territories. smartKPIs.com is operated by eab group, an innovative research driven provider of integrated performance management solutions, based in Melbourne, Australia.
Media contact
Jessie Zhang, eab group, Tel: +61 3 9670 2979, Email: jessie.zhang@smartKPIs.com
Tags: Customised KPI library, Database of KPIs, Key Performance Indicator, Key Performance Indicators, KPI, KPI example, Library of KPIs, Metrics, Performance Measures, Property Management KPIs, Top 25 Property Management KPIs of 2010, Top KPIs
Posted in Events, KPI, KPIs in practice, Library of KPI examples, Performance Management, Performance Measurement, smartKPIs.com | No Comments »
Wednesday, March 23rd, 2011
March 23, 2011, Melbourne, Australia – smartKPIs.com, the world’s largest source of thoroughly documented Key Performance Indicator (KPI) examples announces that Customer Portfolio Dynamics and Customer Profitability KPIs dominate the “Top 25 Marketing KPIs of 2010″. The report presents in detail KPIs such as: % Brand awareness, % Customer retention and $ Customer acquisition cost, among other KPI examples reviewed by the smartKPIs.com research team. “Top KPIs of 2010″ is a collection of research reports discussing the most popular KPIs of 2010 across functional areas and industries. smartKPIs.com is an expert in the field of performance management and measurement, researching the use of KPI based performance management systems in practice around the world.
While Marketing has been long considered an organizational area exempted from performance monitoring and reporting and therefore a consumer of organizational resources that was not able to prove the worthiness of this consumption, key issues such as Marketing Accountability and Marketing Performance Measurement are today top priorities on CMOs agendas. In addition, the exponential growth of social media marketing facilitates measurement of campaigns and results as never before.
In this context, the use of marketing KPIs is a must for any organization aiming to assess and improve its marketing performance. A KPI is a selected indicator considered key for monitoring the performance of a strategic objective, outcome, or key result area important to the success of an activity and growth of the organization overall. There are today hundreds of Marketing KPI examples used by organizations from around the world. The research team at smartKPIs.com documented over 100 of them in the online database with the same name. Starting with this year, a selection of the most popular KPIs will be analysed in detail as part of an annual research report.
The “Top 25 Marketing KPIs of 2010″ report provides insights in the state of Marketing performance measurement today by listing and analysing the most visited KPIs on smartKPIs.com in 2010. It is part of the “Top KPIs of 2010″ series of reports and a result of the research program conducted by the analysts of smartKPIs.com in the area of integrated performance management and measurement. smartKPIs.com hosts the largest catalogue of thoroughly documented KPI examples available today and representing an excellent platform for research and dissemination of insights on KPIs and related topics. The hundreds of thousands of visits to smartKPIs.com and the thousands of KPIs visited, bookmarked and rated by members of this online community in 2010 provided a rich data set, which combined with further analysis from the editorial team, formed the basis of these research reports.
Structured around the Marketing KPIs that in 2010 received the highest number of visits on smartKPIs.com, the “Top 25 Marketing KPIs of 2010” report contains in addition to KPI names, a detailed description of each KPI, as documented in smartKPIs Premium and other relevant content. While dominated by Customer Portfolio Dynamics and Customer Behaviour KPIs, with 10 KPI examples in the Top 25, the most popular KPIs come from categories such as Brand Performance, Efficiency and Effectiveness, Customer Satisfaction and Customer Profitability:
1. % Brand awareness
2. % Customer retention
3. $ Customer acquisition cost
4. % Customer attrition
5. % Repeat customers
“The Top 25 Marketing KPIs of 2010 report is a synthesis of what smartKPIs.com is all about: it forms an overview of how Marketing KPIs are used in practice today, by combining input from the online community with analysis and insights from our research team. By discussing the use of KPIs today, presenting the best practice in documenting them and listing the most popular KPIs of 2010, the Top KPIs of 2010 series of reports are valuable resources in promoting the informed use of KPIs or refreshing the existing performance measurement and management practice in any organization.” said Aurel Brudan, the Performance Architect of smartKPIs.com.
About smartKPIs.com
http://www.smartkpis.com is the leading online platform for performance management knowledge integration, hosting the largest database of thoroughly documented KPI examples available on the web today. It offers high quality resources and collaboration functionality for the community of members, assisting them in making smart decisions regarding their performance management initiatives. Registration is free and enables research, learning and interaction as part of a growing community of members from over 190 countries and territories. smartKPIs.com is operated by eab group, an innovative research driven provider of integrated performance management solutions, based in Melbourne, Australia.
Media contact
Jessie Zhang, eab group, Tel: +61 3 9670 2979, Email: jessie.zhang@smartKPIs.com
Tags: Customised KPI library, Database of KPIs, Indicators, Key Performance Indicator, Key Performance Indicators, KPI example, Library of KPIs, Metrics, Performance Measures, Top 25 Marketing KPIs of 2010, Top KPIs, Top Marketing KPIs
Posted in Events, KPI, KPIs in practice, Library of KPI examples, Performance Management, Performance Measurement, smartKPIs.com | No Comments »
Tuesday, March 22nd, 2011
The Report on Government Services (RoGS) 2011 realized by the Steering Committee for the Review of Government Service Provision (SCRGSP) offers a detailed perspective on how the Australian government informs improvements to the effectiveness and efficiency of government services. The report includes a review of the general framework for performance reporting, alignment of RoGS indicators and developing data quality information and case studies.
For the first time since RoGS was established in 1993, this year’s report includes the alignment of reporting in Health and the Public Hospitals. The general framework for the performance indicators in the public hospitals is represented as follows:
Performance indicators for public hospitals
Source: SCRGSP (2011)
The main objectives for public hospitals are to provide acute and specialist services that are:
- Safe and high quality;
- Appropriate and responsive to individual needs;
- Affordable timely and accessible;
- Equitably and efficiently delivered (SCRGSP, 2011).
The report underlines a clear distinction between outputs – the services delivered, and outcomes – the impact of these services on the status of an individual or a group.
Each objective in the framework is measured through performance indicators, such as:
- # Emergency department waiting times
- # Emergency department patients seen
- # Waiting times for admission following emergency department care
- # Waiting times for elective surgery
- % Separation rates for selected procedures
- % Surgical site infection rates
- % Unplanned readmission
- % Hospital acquired infection rates
- % Pre-anaesthetic consultation rates
- % Accredited beds
- # Nursing workforce
- $ Recurrent cost per casemix-adjusted separation
- # Relative stay index
- $ Recurrent cost per non-admitted occasion of service
- % Patient satisfaction
- # Sentinel events
The Report on Government Services (RoGS) aims to include a robust set of performance indicators, being subject to a program of continual improvement in reporting performance. By enhancing performance measurement approaches and techniques, and promoting transparency and informed debate about comparative performance, the data in the 2011 RoGS can provide an incentive to improve the performance of government services (SCRGSP, 2011).
For more insights on Hospitals Key Performance Indicators (KPIs), please visit the smartKPIs.com library of KPI examples.
Reference
Steering Committee for the Review of Government Service Provision (SCRGSP) (2011), Report on Government Services (RoGS) 2011, available at: http://www.pc.gov.au/gsp/reports/rogs/2011 (accessed 14 March 2011)
Tags: Australian Government, Government, Government Services, outcomes, outputs, patient satisfaction, performance, Performance indicators, performance reporting, public hospitals, Report on Government Services, Steering Committee for the Review of Government Service Provision
Posted in Case Study, Government, KPI, KPIs in practice, Library of KPI examples, Performance Measurement | No Comments »
Monday, March 21st, 2011
March 21, 2011, Melbourne, Australia – smartKPIs.com, the world’s largest source of thoroughly documented Key Performance Indicator (KPI) examples announces that Agent Performance and Service Responsiveness KPIs dominate the “Top 25 Call Center KPIs of 2010“. The report presents in detail KPIs such as: % Agent utilization, $ Revenue per successful call and # Call handling time, among other KPI examples reviewed by the smartKPIs.com research team. “Top KPIs of 2010″ is a collection of research reports discussing the most popular KPIs of 2010 across functional areas and industries. smartKPIs.com is an expert in the field of performance management and measurement, researching the use of KPI based performance management systems in practice around the world.
The use of KPIs in Call Centers has a long tradition, making this industry one of the most mature in terms of performance measurement. Due to the unique combination of people, processes and technology, call centers provide an ideal environment for using KPIs. A KPI is a selected indicator considered key for monitoring the performance of a strategic objective, outcome, or key result area important to the success of an activity and growth of the organization overall. With outsourcing trends accelerating in this industry around the world, interest in Call Center performance management is also on the rise, driven by the desire to find a balance between the achievement of organizational outcomes, the individual contribution from each employee and the working environment.
The “Top 25 Call Center KPIs of 2010” report provides insights in the state of Call Center performance measurement today by listing and analysing the most visited KPIs on smartKPIs.com in 2010. It is part of the “Top KPIs of 2010“ series of reports and a result of the research program conducted by the analysts of smartKPIs.com in the area of integrated performance management and measurement. smartKPIs.com hosts the largest catalogue of thoroughly documented KPI examples available today and representing an excellent platform for research and dissemination of insights on KPIs and related topics. The hundreds of thousands of visits to smartKPIs.com and the thousands of KPIs visited, bookmarked and rated by members of this online community in 2010 provided a rich data set, which combined with further analysis from the editorial team, formed the basis of these research reports.
Structured around the Call Center KPIs that in 2010 received the highest number of visits on smartKPIs.com, the “Top 25 Call Center KPIs of 2010” report contains in addition to KPI names, a detailed description of each KPI, as documented in smartKPIs Premium and other relevant content. While dominated by Agent Performance and Service Responsiveness KPIs, with 7 KPI examples in the Top 25, the most popular KPIs come from categories such as Call Routing Performance, Call Handling Performance and Service Quality:
- % Agent utilization
- $ Revenue per successful call
- # Call handling time
- # Hourly sales per agent
- # Call volume
“The Top 25 Call Center KPIs of 2010 report is a synthesis of what smartKPIs.com is all about: it forms an overview of how Call Center KPIs are used in practice today, by combining input from the online community with analysis and insights from our research team. By discussing the use of KPIs today, presenting the best practice in documenting them and listing the most popular KPIs of 2010, the Top KPIs of 2010 series of reports are valuable resources in promoting the informed use of KPIs or refreshing the existing performance measurement and management practice in any organization.” said Aurel Brudan, the Performance Architect of smartKPIs.com.
About eab group
eab group is an innovative research driven provider of integrated performance management solutions, assisting organisations to achieve results by architecting performance. With expertise in strategy, organisational performance management, business intelligence and project management, eab group assists clients in sustainably delivering value for their stakeholders. It offers audit, research, training, technology integration and performance management advisory services. Website: http://www.eabgroup.com.au
About smartKPIs.com
http://www.smartkpis.com is the leading online platform for performance management knowledge integration, hosting the largest database of thoroughly documented KPI examples available on the web today. It offers high quality resources and collaboration functionality for the community of members, assisting them in making smart decisions regarding their performance management initiatives. Registration is free and enables research, learning and interaction as part of a growing community of members from over 190 countries and territories. smartKPIs.com is operated by eab group, an innovative research driven provider of integrated performance management solutions, based in Melbourne, Australia.
Media contact
Jessie Zhang, eab group, Tel: +61 3 9670 2979, Email: jessie.zhang@smartKPIs.com
Tags: Customised KPI library, Database of KPIs, Indicators, Key Performance Indicator, Key Performance Indicators, KPI example, Library of KPIs, Metrics, Performance Measures, Top 25 Call Center KPIs of 2010, Top Call Center KPIs, Top KPIs
Posted in Events, KPI, KPIs in practice, Library of KPI examples, Performance Management, Performance Measurement, smartKPIs.com | No Comments »
June 14, 2011, Melbourne, Australia – smartKPIs.com (www.smartKPIs.com), the world’s largest source of thoroughly documented Key Performance Indicator (KPI) examples announces that Efficiency and Effectiveness, Order lifecycle management and Complaints Management dominate the “Top 25 Customer Service KPIs of 2010”. The report presents in detail KPIs such as: % On-time delivery, # Time to rectify defects and % Customer complaints due to poor service or product quality, among other KPI examples reviewed by the smartKPIs.com research team. “Top KPIs of 2010″ is a collection of research reports discussing the most popular KPIs of 2010 across functional areas and industries. smartKPIs.com is an expert in the field of performance management and measurement, researching the use of KPI based performance management systems in practice around the world.
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