Performance indicators are always considered an essential point of discussion within the frame of general business management. To begin with, I would firstly define the performance indicator as a measurement tool which some sort of performance is gauged. And then come to a specific type of performance indicator which is a key performance indicator that has been identified as being critical to the performance of a business, company or organization.
Key Performance Indicators (KPI) must be objectively defined in order to provide a quantifiable and measurable indication of the organizations progress towards achieving its goals.
In business if you talk in traditionally level, most organizations adopt the balanced scorecard method to measure operating performance. As a terminology it is almost the same because the goal of Balanced Scorecard is to measure, yes, the performance of your business If we look at how the balanced scorecard corresponds and based on Robert S. Kaplan and David P. Norton theory organizational activity can be classified into three hierarchies: strategic planning, management control, and operational control based on criteria that measured performance from three additional perspectives—those of customers, internal business processes, and learning and growth.
On the other hand, there is still a significant difference and I would say, every organization or company should develop the Key Performance Indicators matrix for each section and serve as department-specific measures of performance to help its business to understand and improve on how interact with customers and respond to their needs.
You should ask yourself what steps need to be taken to ensure the business achieves its goals. For instance, the receptionist takes a call, provides assistance and takes orders. The florist selects or orders supplies and assembles the order. Dispatch arranges for delivery of order. Delivery person ensures delivery.
In the example above, completing deliveries to schedule impacts lead time, which impacts stock levels, purchasing levels and customer satisfaction. Therefore, on-schedule delivery is a leading indicator of a wide range of performance indicators.
Here, I will talk about the impact of KPI in Information Technology Services areas in educational sector in terms of provide Reliability, Availability and Serviceability. These areas include IT Services Help Desk, Academic Technology, Web Technology, Network and Systems Availability.
From web technology background, I will mainly investigate the key performance indicators of IT Web technology management @ American University of Sharjah
Web Services AUS supports the main www.aus.edu web site and several associated sub sites. Due to the increased usage of mobile devices, the entire site should be re-engineered to support a technology called Responsive Web Design.
The web and systems team also provides support for e-Learning (blackboard), banner, community website, and several other web centric applications.
Pain and Sustain
Giving an example in simplest way is a shortcut to be understood by everyone who read the article. For instance, imagine when your body warns you with pain when you are doing something you shouldn’t. If you are lazy and you don’t like to do exercise enough and keep sitting in front of your computer for too long, you get muscle aches and pains, or a repetitive strain injury.
That’s your body telling you to do more physical stuff, or else! You begin to learn naturally that doing something you shouldn’t equates to pain, therefore you do your best to steer clear of the discomfort and do any exercise that sustain muscle pain and keeping your body aches under control . Notice how the body gives you a taster? If you have been sitting too long in one position you get tired and achy? It’s your body’s natural “kick up the backside” to suggest that you get up and move around for a bit or you’ll suffer later on.
Look at website KPIs as a potential taster of some real pain, the signals that you use to guide your thinking about getting out of your chair and doing something.
Feeling the pain in Your Website?
The real pain is when you spend thousands of dollars on advertising to drive traffic to your website, but then, convert very few of them to your goal. Or you spend countless hours modifying website pages, yet don’t have a clue whether any of the changes you’re making have any effect on your customers. This is what you will likely experience if you look only at bottom line results, and not the causes of those results.
In all business websites, you should identify the advertising, the products, and those areas of your site that generate the highest number of visitors and/or greatest interest over the long term. If the time spent by visitors on your website is too short, your copy, graphics, or usability are wasted and likely need to be re-written or re-designed to be more compelling.
Therefore, website KPIs should be revisited regularly and may often be valued differently by diverse stakeholders from within your organization
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