TenForce – Pragmatic Project Management

Performance Measurement

Challenges

Performance Indicators, scorecards, KPI, CSF’s are typical information elements used by management to get early warning signals on when things start to go wrong. These are so called ‘leading’ indicators. Lagging indicators are used to monitor the effect on the outcome of the business process. Organizations that have succeeded is setting up the definition for these indicators often have great difficulty to automate the measurement. Individual indicators can be set up and automated relatively straightforward. However, the consolidation is more problematic. Often different sources need to be combined to present consolidated views to upper management. The consolidation also needs a sort of urgency/delay effect: failing base indicators that are critical for the key business processes or projects need to escalated higher up in the indicator consolidation chain. Other, less relevant indicators, may take a longer time.

Features

• Capture commitments, agreements, expectations, targets,…
• Link them to the initiatives that realize them.
• Define indicators to measure progress with regard to commitments:
  • Efficiency
  • Effectiveness
  • Quality
  • Timeliness
  • Productivity

Industry Specific measurement frameworks available, e.g.:

• IT
  • Consolidated tracking of outstanding issues, bugs, change requests
  • Amount of time spent on CR’s
• Manufacturing
  • ECO lead times
  • Status of quality improvement activities
• Service
  • Time spent on unplanned requests
  • Amount of iterations on problem resolution
• Service
  • Status of risk mitigation activities
  • Milestones missed/made