Key Performance Indicators are supposed to drive the success of your business. Still, because people do not want to fail in them, toxic behaviours can become ingrained, reinforced and generally entrenched in your business because of a badly considered KPI.
KPI’s should only be considered when they are accompanied by KRA’s (Key Result Areas). These back up the KPI and seek to underpin the success of your business. You must remember that a great KPI is dependant on the Three Pillars! People, Process and Tooling. Your People and Process needs to be aligned with the KPI, and the KPI needs to support the process. Your Tool that will effectively measure your KPI also needs to be appropriate, so don’t use your Phone System metrics for your sales KPI. They may have a place, but make sure they are supporting your sales KPI.