KPI Management. Model Example.
Unlike the majority of ELMA features, the KPI module does not require additional development and complex configuration. Let's create a KPI system for an organization, that wholesales furniture.
First, you need to think through what indicators to use. In this example, there will be three:
Profit, the main KPI of the sales department; measured in USD, 50000 is the planned monthly value for each sales rep.
Service quality, the main KPI of the company's call center, which assists the potential and existing clients. It is measured in scores, which the manager assigns after listening to the calls.
Delivery overdue, the main KPI of the delivery department, shows the % of overdue deliveries.
After defining the KPIs, you need to create them on the KPI tab in ELMA Designer.
Create the Profit KPI
It is important to correctly specify the periodicity and units of measurement. For the Profit indicator, the periodicity is Month and the units of measurement are USD.
Next, open the Responsibility Matrix tab and identify the responsible employees. In this case, the sales department head and employees. The head of the sales department is responsible for the KPI and he/she sets the sales plan. The chief commercial officer is the Supervisor, who has full access to change both planned and actual values.
After configuring the KPI (to learn more about this process, read the Help), publish it.
Now, when the model is configured in the Designer, you can specify the planned and actual values of KPIs, which will be displayed in the KPI section.
KPIs themselves has low value. But with performance matrices, you can not only see data, but also evaluate the efficiency of work.
A performance matrix is a set of KPIs, SMART tasks, assessments and time reports, used to evaluate the performance of an employee.
You can create a performance matrix in the Web Application. Go to Administration - KPI - Performance Matrix Templates Settings and click Add Template in the toolbar. To learn more about performance matrices, read this article.
This form will open:
In this example, the Profit's weight is 80% and the manager's assessment is 20%. In other words, 80% of a sales rep's performance is the profit they bring, and 20% is how their manager assesses their work. Thus, to achieve 100% performance, a sales rep must meet or overfulfill the plan and get a good assessment from the manager. If the monthly assessment is low, it can be compensated by overfulfilling the plan. A manager's assessment is not required in a performance matrix, but if necessary, it can be added and specified in the Web Interface.
After creating the KPI model and performance matrices, you need to introduce data into the system.
In this example, the department head enters data manually, by clicking on the required Plan or Fact value in Web Application.
Data can also be collected automatically from processes, tasks, and other sources (to learn more, read Help).
If data is entered manually, you need to configure access to enter data with the Plan and Fact boxes on the Responsibility Matrix tab of the required KPI in ELMA Designer.
After entering, the data will be displayed in the KPI section.
As the result, after creating the KPI and performance matrix and entering data, you can evaluate the performance of employees
Comparing the results for different months you can see how performance changes over time.
The Overdue Delivery KPI may look as in the figure below. In this case, the lower the KPI value the better. All the parameters of the KPI values are configured on the Values tab in ELMA Designer.