Διοίκηση Απόδοσης Επιχειρηματικών Διαδικασιών Ενότητα #5: Key result indicators (KRIs), Performance Indicators (PIs), Key Performance Indicators (KPIs) Διδάσκων: Αγγελική Πουλυμενάκου Τμήμα: Διοικητικής Επιστήμης και Τεχνολογίας

Χρηματοδότηση Το παρόν εκπαιδευτικό υλικό έχει αναπτυχθεί στα πλαίσια του εκπαιδευτικού έργου του διδάσκοντα. Το έργο «Ανοικτά Ακαδημαϊκά Μαθήματα στο Οικονομικό Πανεπιστήμιο Αθηνών» έχει χρηματοδοτήσει μόνο τη αναδιαμόρφωση του εκπαιδευτικού υλικού. Το έργο υλοποιείται στο πλαίσιο του Επιχειρησιακού Προγράμματος «Εκπαίδευση και Δια Βίου Μάθηση» και συγχρηματοδοτείται από την Ευρωπαϊκή Ένωση (Ευρωπαϊκό Κοινωνικό Ταμείο) και από εθνικούς πόρους. 2

Άδειες Χρήσης Το παρόν εκπαιδευτικό υλικό υπόκειται σε άδειες χρήσης Creative Commons. 3

KRIs, PIs, KPIs 4 Key Result Indicators (KRIs) tell you how you havedone in a perspective Performance Indicators (PIs) tell you what to do Key Performance Indicators (KPIs) tell you what to do to increase performance dramatically

KRIs, PIs, KPIs 5 KRIs are measures that have often been mistaken for KPIs, including: customer satisfaction Net profit before tax Profitability of customers Employee satisfaction Return on capital employed KRIs give a clear picture of whether you are traveling in the right direction. They do not, however, tell you what you need to do to improve these results.

KRIs, PIs, KPIs 6 KPIs provide information that is ideal for the board (i.e., those not involved in day- to-day management). KPIs represent a set of measures focusing on those aspects of organizational performance that are the most critical for the current and future success of the organization. PIs that lie beneath KRIs could include: Profitability of the top 10% of customers Net profit on key product lines Percentage increase in sales with top 10% of customers Number of employees participating in the suggestion scheme source: Key Performance Indicators. Developing, Implementing, and Using Winning KPIs, by Parmenter David, John Wiley & Sons, Inc, 2007

KRIs, PIs, KPIs 7 KRIs replace outcome measures, which typically look at activity over months or quarters. PIs & KPIs are now characterized as either past-, current-, or future-focused measures. The new concept called current measures refers to those monitored 24/7 or daily, for example, sales made yesterday.

Seven KPI characteristics 8 nonfinancial measures (not expressed in dollars, yen, pounds, euros, etc) measured frequently (e.g., daily or 24/7) acted on by the CEO and senior management team understanding of the measure and the corrective action required by all staff ties responsibility to the individual or team significant impact (e.g., affects most of the core critical success factors [CSFs] and more than one balanced scorecard [BSC] perspective) positive impact (e.g., affects all other performance measures in a positive way) source: Key Performance Indicators. Developing, Implementing, and Using Winning KPIs, by Parmenter David, John Wiley & Sons, Inc, 2007

Uses and criticism of Balanced Scorecard & KPIs 9

Uses and criticism of Balanced Scorecard & KPIs 10

An example (1/3) 11

An example (2/3) 12

An example (3/3) 13

From KPIs to dashboards 14 see from-kpis-to-dashboards phpapp02.pptx

From KPIs to dashboards (2/4) 15

From KPIs to dashboards (3/4) 16

From KPIs to dashboards (4/4) 17

Τέλος Ενότητας #5 Μάθημα: Διοίκηση Απόδοσης Επιχειρηματικών Διαδικασιών Ενότητα #5: Key result indicators (KRIs), Performance Indicators (PIs), Key Performance Indicators (KPIs) Διδάσκων: Αγγελική Πουλυμενάκου Τμήμα: Διοικητικής Επιστήμης και Τεχνολογίας