创造有效的业绩指标[文献翻译]2011-01-08.doc

原文： Creating Effective KPIs. Eckerson Wayne W One of the-most common questions people ask about performance dashboards is How do we define effective key performance indicators (KPIs)? The Answer is important becarus KPIs govern how employees do their jobs Agents of Organizational Change The adage ‘What gets measured, gets done’ is true. KPIs focus employees’ attention on the tasks the processes that executives deem most critical to the success of the business. KPIs are like levers that executives can pull to move the organization in new and different directions. In fact, among all the tools available to executives to change the organization and move it in a new direction, KPIs are perhaps the most powerful Subsequently, executives need to treat KPIs with respect. As powerful agents of change, KPIs can drive unparalleled improvements or plunge the organization into chaos and confusion. If the KPIs do not accurately translate the company’s strategy and goals into concrete actions on a daily basis, the organization will flounder, impeding each other’s progress and leaving everyone tired and frustrated with little to show for their efforts. Suboptimized Processes. A trucking company, for example, that measures performance by the percentage of on-time shipments may drive hauling costs skyward because the KPI does nothing to discourage dispatchers from sending out half-empty trucks to meet their schedules. To keep cists in line, the company needs to add a second KPI that measures the percentage of unused cargo capacity in outgoing trucks, and it needs to revise the first KPI so it emphasizes meeting customer expectations for fast, reliable shipments rather than just on-time deliveries. This combination of KPIs gives dispatchers leeway to contact customers and renegotiate shipping schedules if they know the customer may be flexible The Zen of Development Crafting sound KPIs is more of an art than a science. Although there are guidelines for creating effective KPIs (see sid