Hi Amanda,
Where I work KPI's are always renewed every 1-2 year. They are based on the over
all business plan and objectives of the company/organisation. We would conduct a
gap analysis to define present state and desired end state. From this
the service objectives are developed and KPI's or as we call them 'leading and
lagging indicators', are set.
Each KPI would spell out the Objective, Roles & Repsonsibilities, Resources,
Leading & Lagging Indicators and a plan for Continuous Improvement. Each
KPI/Improvement Plan will be reviewed every two years and is subject to both
internal and external audit.
All this stems from Six Sigma methodologies (Define, Measure, Analyse, Improve
and Control)
KPI's then cannot be something 'off the shelf'. They have to be developed in
line with service objectives and needs.
Owen Donnelly
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