Contents
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KPI glossary
A glossary of terms related to Key Performance Indicators (KPIs), divided into the major subject areas.
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Levers of Control
The following BPM tool guide is one of a series produced for ICAEW by Professor Mike Bourne of Cranfield University.
Balanced Scorecard
The Balanced Scorecard is a framework for clustering business objectives, measures and targets under four perspectives.
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KPIs: BPM tool guide
The following BPM tool guide is one of a series produced for ICAEW by Professor Mike Bourne of Cranfield University.
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Six Sigma
The following BPM tool guide is one of a series produced for ICAEW by Professor Mike Bourne of Cranfield University.
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Benchmarking guide
The following BPM tool guide is one of a series produced for ICAEW by Professor Mike Bourne of Cranfield University.
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Lean
The following BPM tool guide is one of a series produced for ICAEW by Professor Mike Bourne of Cranfield University.
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The performance prism
This BPM tool guide is one of a series produced for ICAEW by Professor Mike Bourne of Cranfield University.
Templates
Define the data attributes of your KPIs
For KPIs to be used effectively they need to have certain attributes - define and record these here.
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Template: balanced scorecard
The balanced scorecard (BSC) is a strategic performance management framework that has been designed to help an organisation monitor its performance and manage the execution of its strategy.
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Template: strategy map
A strategy map is a one-page visualisation of the strategic objectives of a company in a cause and effect diagram (showing outcome objectives and enablers).
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Template: value creation map
A value creation map is a visual representation of the organisational forward strategy. It brings together the three key elements of the strategy, namely its output stakeholder value proposition, its core activities, and its enabling strategic elements or drivers of performance.
Case studies
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Case study: Communicating and reporting performance
In order for performance information to be useful it has to be communicated and reported effectively throughout the organisation. This case study illustrates how the IT department in the Co-operative Banking Group ensured performance data is shared and reported to generate a common understanding and focus.
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Create balanced scorecard strategy maps
Since its launch the balanced scorecard has been popular with both profit and not-for-profit organisations and there have been numerous examples of quite stunning successes. This case study looks at the New York headquartered communications agency Saatchi & Saatchi Worldwide.
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Case study: creating a strategy map to align performance management and strategic goals
How Bahrain created a world-class strategy map as part of their award-winning business performance management approach.
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Case study: Developing truly relevant KPIs
Service Hotel is a small family-owned hotel group that focuses on personalised service in the middle-class market. A few years back the group created a balanced scorecard and was collecting many traditionally common performance indicators in four perspectives: finance, customer, operations and employees.
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Case study: KPI framework for a telecom giant
A case study based on work with one of the world’s biggest telecom companies. The company wanted to identify its most important performance measures and create simple performance dashboards that would provide a simple overview of company performance to the board and senior management team.
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Case study: Focusing on your key success factors
BPM tensions were triggered when the organisational structure stopped the business focusing on operational measures.
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The pitfalls of management dashboards
Globe Bank (a fictitious name to protect the anonymity of one of the world’s leading banks) implemented a management dashboard solution to provide better performance information to their senior executives. After investing a lot of money and time in the dashboard solution the bank realised it had made many of the common mistakes, which rendered their dashboards meaningless and led to a complete redesign of their management dashboards.
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