Summary
Situation: The company wanted to implement a comprehensive performance measurement program for the entire staff.
Task: Identify and report on key metrics that reflect the company’s four main goals. Develop and present a dashboard that is easily understandable and actionable.
Action: Collaborated with key stakeholders to select the KPIs, collected data, and designed a user-friendly dashboard.
Result: Delivered a clear, simple, and effective dashboard that significantly enhanced performance tracking and understanding for customer-facing staff.
Details
As you might recall from my previous post, I spearheaded the implementation of the company’s first goal-setting tool, OKRs. After certain environmental conditions halted the continuation of that project, the company was eager to roll out the next phase of quantitatively measuring performance.
Implementing KPIs in this company posed unique challenges: navigating a startup mindset where each initiative is novel and requires adaptation, and conveying a moderately complex concept to staff, many of whom have a high school education.
The company’s strategy was to take gradual steps. We introduced the company-wide goals and their departmental impact during a monthly All-Hands meeting early in the year. Our approach was to “teach through reporting,” starting with a customer-facing team to facilitate the integration of new tasks into their daily routines. My team of analysts tracked and reported on their data entry compliance across two software systems weekly.
As the customer-facing teams improved their metrics over several months, the company aimed to standardize performance metrics for senior teams. I took over the reporting responsibilities for these teams. We set and refined benchmarks as we gained more insights into the unique cases affecting their performance.
Finally, I collaborated closely with the marketing team to create print collateral, including dashboard displays, to increase the KPI Initiative’s visibility within the office. This data visualization strategy was coupled with an engagement plan to encourage active participation from all staff.