Tying Data to Corporate Goals

Understanding what data are needed to quantify and describe corporate goals is the most

important step in implementing actionable and relevant KPI’s and Metrics

Tying data to Goals

Corporate Goals

Data Sources

Corporate Goals

Data Sources

Have you solved the problem?Or exacerbated it?

Tying data to Goals

New Data Sources

There is a false assumption that when additional data becomes available, it inherently supports a companies goals

Corporate Goals

Data Sources

Tying data to Goals In actuality, new data sources are analyzed based on the elements they contain, and meaning is assigned or retrofitted to the data. This usually results in the development of metrics and KPI’s that are not in direct alignment with the companies goals

Corporate Goals

Critical Success Factors

Corporate KPIs and KRI’s

Business Processes

Data Sources

Business Level Metrics (PI’s and RI’s)

Tying data to Goals

Business Level Metrics (PI’s and RI’s)

Improve customer service

Increase customer retention rate

• Faster problem solving• More Information online• Less Phone wait

Monthly customer churn rate

• Target 24 hrs for resolution• 20% per month for 5 months• 2 minute average wait time

• Calculation from the CRM• Requires an inventory and plan• Intercept Phone System data

Corporate Goals

Critical Success Factors

Corporate KPIs and KRI’s

Business Processes

Data Sources

Tying data to Goals

Business Level Metrics (PI’s and RI’s)

Build a raft suitableto get over the reef

Get off the Island

• Braid 4 25 foot ropes per day for 30 days• Collect 10 coconuts per day

120 lengths of 25 foot ropesCollect 100 coconuts

• Braid one before lunch one after, two in the evening

• Collect 10 coconuts per day for 10 days

• Local vines• Coconut trees

Corporate Goals

Critical Success Factors

Corporate KPIs and KRI’s

Business Processes

Data Sources

Tying data to Goals