How do KPIs help to narrow down customer expectation gaps?

1 answer

Aleksey Savkin Staff April 14, 2017

The KPIs don’t help to do it, but the discussion that happens when you start looking for the respective KPIs help. Imagine this dialog as an illustration of my point:
– What are the expectations of our customers, and what we actually give them?
– They want a product of higher quality!
– How do they perceive the quality? What aspects of the quality are important for them?
– They want faster turnaround time… (a lagging performance metric!)
– How can we decrease a turnaround time? 
– We can optimize operations by reducing complexity (a leading performance metric!)
– What is a complexity in our case?
– It is the … {number of interconnected parts, number of operations needed, the difficulty to change something…}
Thus, the performance metrics help to achieve an agreement about where the real problem is and how to solve it.


Answer this Question

Strategy Scorecard Fast Track

Strategy Scorecard Fast Track Training Fast Track Training for $29.90:
  • How to get started with Strategy Scorecard
  • How to find the best KPIs
  • Scorecard checklist
  • How to cascade your scorecard
Learn more...

10-Step System to Find Tailor-Made Key Performance Indicators


Software for your KPIs

bscdesigner-100x100 Manage your KPIs and visualize them on dashboards and strategy maps with professional Balanced Scorecard software.

How to find a KPI for … ?

Winning KPI Crash Course

premium-bsc-training Even the best KPIs won't change anything if they are not properly aligned with a business context, if a company's strategy is not well defined, if there is no clear understanding about what the company is measuring and way...

Check out a "crash-course" for the Balanced Scorecard and KPIs.

Find us on Google Plus