Key performance indicators, or KPIs, are a useful to way to determine the effectiveness of your team or company in its efforts to meet performance objectives. When establishing KPIs, it's important to understand exactly what would indicate success for your team, and whether or not it is measurable. Here are four KPI Metrics Measurement Fundamentals to consider.
Is it specific to your team and to your stakeholders?
A useful KPI targets a goal that your team has control over, and an outcome that your stakeholders desire. If you're managing a quality control laboratory, you likely wouldn't want to set a KPI dependent on the overall company's ROI. This is outside of your team's direct control, and it doesn't apply directly to your primary stakeholders.
Instead, ask yourself, what indicates my team is performing successfully, and what do our stakeholders care about. In a quality control laboratory, this might be number of tests run per day, or perhaps target turnaround times for each sample received.
Does it motivate or discourage?
Think of a KPI as a realistic stretch goal, not unrealistic perfection.
Improving customer satisfaction by 3% is likely doable. Requiring turnaround times under 24 hours for a 48 hour test is not.
What you set as a KPI directly impacts your team members and your stakeholders. It's up to you to set realistic, meaningful targets, and to frame it in a way that motivates instead of discourages.
How will the KPI be measured?
A KPI is only useful if there is a system in place to measure it. If you're targeting customer satisfaction, are you already sending out customer surveys? And do you have a baseline number to work from?
Or, if you're interested in setting turnaround times as your KPI, how will this be measured? Is there already a software system in place? Do you, your team, and your customers have a common understanding of what a satisfactory turnaround time would be? What will the dashboard for the KPI look like, and how will results be communicated?
What do you hope to learn or improve by measuring this KPI?
KPIs are not only an opportunity to determine how effective your team is, they're also a way to determine opportunities for improvement and growth. When setting a KPI, ask yourself what might need to change in order to succeed, and what needs to change if you're unsuccessful. These could be things like processes, improvements in communication, or streamlining sample processing. Who will make these changes, and when?
Selecting and measuring effective KPIs is an important way to ensure team success and client satisfaction. Please contact us to find out how we can help you track your targets. We look forward to hearing from you!
The API Spec Q2 standard requires that service supply organizations monitor customer satisfaction. Specifically, Section 6.2.1 states:
“The organization shall maintain a documented procedure to monitor customer satisfaction. The procedure shall address customer feedback, key performance indicators (KPIs), and other information that the organization monitors to determine whether the organization has met customer requirements. Records of the results of customer satisfaction information shall be maintained.”
With this in mind, here are five best practices to consider when creating your satisfaction survey:
on and analyzed.
into groups with similar characteristics will highlight trends that may not otherwise
Understand that to effectively measure customer satisfaction, you must evaluate more than whether the customer is satisfied. Best practice dictates that we evaluate the satisfaction level throughout the interaction process and, more importantly that we survey appropriate personnel that have first-hand knowledge of our performance. Remember that the ultimate goal of measuring customer satisfaction is to facilitate customer retention and referrals, leading to long term growth.
For more information on how Accupoint can help you streamline your Customer Satisfaction process, pleasecall us tool free at 800.563.6250.
What business doesn't want to function at maximum capacity? Achieving operational excellence is a goal of most organizations. But, the desire to achieve it must be married to a clear plan for doing so.
Companies obtain operational excellence when company principles, systems and business tools are aligned with a goal of realizing sustainable improvements against business critical KPIs (key performance indicators). Leveraging your compliance management software for this purpose can improve your ability to achieve it.
Obviously, being in compliance with industry and government regulatory guidelines is a critical component of organizational excellence. Having a tool that you can leverage to capture compliance with these guidelines and identify areas of improvement helps move you closer to your goal. Because compliance management software is able to capture and track the manual systems and business processes that drive revenue, it is a viable tool for monitoring the KPIs that impact operational excellence.
This benefit is important because it eliminates the need for implementing another system and dedicating additional resources to track progress against this goal. Also, because quality assurance and systematic thinking are key attributes of a successful approach to operational excellence, the tool can be configured to track and report against each element that drives a business to organizational success.
To learn more about how Accupoint can assist you in your pursuit of operational excellence, please contact us at 800.563.6250 or www.accupointsoftware.com.
Making sure your business is API SPEC Q1 compliant is the first step in receiving your API SPEC Q1 certification. Using a web-based technology to ensure that you are replicating quality management systems across all departments and personnel makes it easier to earn and maintain your certification.
How are you currently tracking your company’s performance against the Q1 requirements? If it’s all on paper and not computer-based, you run the risk of missing opportunities to document and standardize business practices to meet the standards. A web-based software simplifies tracking compliance and building it into organizational processes. And, because it’s web-based, there’s no need to purchase or maintain complicated hardware. Rolling out your new system does not need to be time consuming or hard.
When selecting a software, choose one that easily integrates with your existing technology infrastructure and applications. In today’s wired world, it’s also important to select a tool that is compatible with and accessible from your mobile devices. Being able to access the program and receive alerts and email notifications wherever you are minimizes the likelihood that critical updates will be missed or received late.
Because no two businesses are the same, the software must be flexible enough to customize. Being able to report against your metrics and key performance indicators improves organizational visibility. That visibility reduces the cost of effective quality control and constrained resources. And, it will allow your company to achieve higher customer satisfaction rates and shorter lifecycles for new product launches.
The benefits of API SPEC Q1 compliance are clear. To make meeting the standard easier, contact us for a demo.
Compliance is a major issue facing many businesses. This is especially true for organizations in the oil & natural gas industry. In today’s competitive environment, a Quality Management System (QMS) is an absolute prerequisite for manufacturing and service supply organizations. If your business is facing the increasing pressure for API compliance, or you are trying to maintain and grow your business in the current downturn, you need to integrate a cloud based QMS solution to compete with current regulatory and customer demands.
Quality is Competitive
Although many businesses look for quality management programs to merely meet compliance, the ideal solution for your business will make you more competitive, as well as compliant. Well-managed information is essential to compete in any industry, and quality management software's primary goal is to manage your information so that it is understandable and accessible by key players, wherever they may be.
From real-time reports to accurate understanding of KPIs, a quality management system takes the guesswork out of decision-making. Accurate and up-to-date information enables swift action on the part of your employees and management while limiting variation and surprises. With proper analytics and information management, your business can increase quality, cut costs and build a competitive edge.
Integrate: Platforms, Users, and Locations
In the global economy, businesses are finding new ways to integrate people, technologies, and locations. With multiple locations or employees working in the field, there are multiple touch-points which your software needs to cover. Whether you have global manufacturing facilities or local repair technicians, both require that you manage jobs locally, and integrate with the entire organization via cloud based technologies.
Competition is Demanding
Your software solutions must not only integrate across your organization, and enable you to compete within your industry, but also produce a quality management system which facilitates environmental, health and safety, and other regulatory compliance.
Quality management has long been a bastion of the well-run business, but with the increasing customer and regulatory demands and to increase your competitive edge, your business needs to have a complete quality management system. Accupoint Software specializes in providing these solutions to businesses, contact us for more information about our comprehensive solutions to manage API requirements.