“We will compensate any violation of our promises to customers automatically. This means that if we do not keep our promise, then the next bill sent to customer is 20 euros less.” This is what Tallinna Vesi, a water services company from Estonia, promises its clients. On its website, there are 10 promises related to delivering accurate and on time services, which refer to supplying water and responding to client inquiries.
The Value Flow Analysis (VFA) represents a Key Performance Indicators (KPIs) selection technique, focused on analyzing the value generated by a system at all stages: Input, Process, Output and Outcome. This technique is mostly used during the KPI selection workshop, in order to properly measure the value generated within each stage. For each objective, KPIs are selected for Input, Process, Output and Outcome. Based on this initial listing, the KPIs that best reflect the achievement of the objective are selected.
We are very excited to announce the launch of a new series of free webinars, meant to provide the interested professionals with knowledge and best practices on relevant performance related topics!
Through each of the weekly webinars offered, The KPI Institute will provide the information needed to understand the performance management architecture, overcome challenges and attain performance excellence, while following the process sequence. Having expert speakers with experience in performance management research and practice ensures that the webinars will meet high-quality standards.
On a yearly basis, the world’s top airlines are selected, at the prestigious World Airline Awards, based on a worldwide customer survey. For the 2014 awards, around 19 million customers completed the survey that resulted in Cathay Pacific Airways being awarded the top spot among the globe’s airlines. The runners up were Qatar Airways and Singapore Airlines at number two and three respectively. The top 10 airlines for 2014 are the following:
A documentation form is a standardized template used to aggregate all relevant information in regards to a Key Performance Indicator (KPI). It sets the basis for a rigorous performance measurement framework, by providing details about the KPI in terms of description, targets, purpose, limitations and accountability.