KPI's are more about showing / proving that you have met the objectives set out
in your service improvement plan than improving standards.
For example, part of your plan may state that you 'will process all requests for
OH consultation within 72 hours"
Your Leading & Lagging Indicators (KPI's) would show how many requests were/were
not processed within 72 hours.
These would be displayed/reported somewhere for all to see - often called
'Dashboard Metrics'.
I may not be very good at OH these days, but I do love a pretty graph and bar
chart and pie charts and trend lines and scattergrams, and those dinky litte
spider web charts and self-updating excel spreadsheets and all sorts of
percentages mmmmmmmmm!...................now you've got me going.
Off to a great start to the week.
Owen Donnelly
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