Measuring any exception that relates to delivery in full on time to key customers including:

  1. Late deliveries over two hours late to key customers—reported intraday to the CEO
  2. Incomplete deliveries to key customers—reported intraday to the CEO
  3. Late planes in the sky over two hours late—reported intraday to the CEO
  4. Late projects which have passed their original deadline—reported weekly to the executive team
  5. Complaints from our key customers that have not been resolved within __ hours—reported intraday to the executive team
  6. Key customer service requests outstanding for more than 48 hours—reported intraday to the executive team
  7. Date of next visit to major customers by customer name—reported weekly to CEO and GMs

Measures that relate to recruiting the right people all the time

  1. Key position job offers that are over 48 hours old and have not yet been accepted by the chosen candidate—reported daily to the executive team
  2. Names of shortlisted candidates for whom the next round of interviews has yet to be scheduled—reported daily to the executive team

Measures that relate to staff satisfaction

  1. Number of planned CEO recognitions for next week/two weeks— reported weekly to the CEO
  2. Number of initiatives implemented after staff satisfaction survey— reported weekly to the executive team for up to two months after survey
  3. Staff in vital positions who have handed in their notice in the last hour—reported within one hour to the CEO.

Measures that relate to training

  1. Number of vacant places at an important in-house course— reported daily to the CEO in the last three weeks before the course is due to run

Measures that relate to innovation

  1. Number of innovations planned for implementation in the next 30, 60, or 90 days—reported weekly to the CEO
  2. Number of abandonments to be actioned in the next 30, 60, or 90 days—reported weekly to the CEO

This information has been extracted from David Parmenter’s Key Performance Indicators (4th Edition) which is the highest rated KPI book on Amazon.

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