KPIs and metrics for product management. Cover the whole service delivery chain and related activities: Broad citizen awareness can help the guiding coalition gain leverage against those benefiting from current dysfunctional arrangements. Furthermore, one person cannot do everything. Benchmarking Water Services: Guiding Water Utilities to Excellence, 2010, London: International Water Association. Customers have access to information about the utility’s activities, finances and performance. This particular FAQ builds upon points made in the related FAQ, and applies those principles to nations (and sectors) that have greater stability. Regulatory Compliance: License renewal met, timely submission of operational reports, timely regulatory fee payments, operation and respect for assigned routes. Ultimately, however, individuals move the situation forward. Incentives include high staff salaries and bonuses for high performance. A leadership team can address the concerns of special interests while maintaining some distance from groups that are negatively affected by transparency, changes in organizational cultures, and improved sector performance. The following cases illustrate activity around the world in this area. (http://www.ppwsa.com.kh/, http://www.ppwsa.com.kh/en/index.php?page=sharingthereformprocess), Transformation Stage: Case of Electricity in Ethiopia: After a three-year study, in late 2013, the government of Ethiopia divided one state-owned giant electricity company into two. The most complete project management glossary for professional project managers. Quality KPI monitoring is often an effective activity to providing a balanced scorecard in project management, throughout the life-cycle of a project. In ITIL v3, change management metrics examples include t… This data can help organizations make changes across departments. http://www.adb.org/sites/default/files/publication/30358/ki2013.pdf, http://adb.org/sites/default/files/projdocs/2009/38560-CAM-RRP.pdf, http://www.ppwsa.com.kh/en/index.php?page=sharingthereformprocess, http://addisstandard.com/ethiopia-splits-state-owned-giant-public-utility-into-two/, http://www.minecofin.gov.rw/fileadmin/templates/documents/sector_strategic_plan/Energy_SSP_June_2013.pdf, http://www.nwasco.org.zm/jdownloads/Publications/Urban%20and%20Peri-Urban%20WSS%20Sector%20Reports/sector_report_2014.pdf, http://www.slideshare.net/ircuser/2-ssozi-uganda, https://www.nwsc.co.ug/index.php/about-us/ourprofile, http://www.wwro-ks.org/English/Publications/AnnualPerfor/RAPORTI_I_PERFORMANCES_2014_ENG.pdf. VeriSM™ is a registered trademark of IFDC. ITIL® Process Map & ITIL® Wiki | Join us! Coverage—How can regulators establish incentives for service expansion? Compare data sets: Sector statistics need to be compared with national statistics for validation purposes (for example, the related sector ministry may already have a data collection process that focuses on regional or particular technological issues). While project management (which involves business requirements, planning, designing, developing, and deploying solutions) has defined key performance indicators (KPIs) that can be tracked against, organizational change management (which involves the people side of change for projects) does not have similar kinds of industry-standard change performance indicators to track against. That said, it’s probable you’ll find that most of your truly valuable metrics are focused on key areas of vendor capacity, performance, and compliance. until it is either approved or rejected), Number of Emergency Changes assessed by the ECAB (Emergency Change Advisory Board), Number of major release rollouts under the control of Project Management, Percentage of projects which are started with a signed Project Charter in place, Number of changes to the Project Charter after project start, Actual vs. planned consumption of financial and personnel resources, Actual vs. planned project completion dates, Number of releases rolled out into the productive environment, grouped into Major and Minor Releases, Average duration of major deployments from clearance until completion, Number of releases which had to be reversed, Proportion of new releases distributed automatically, Percentage of release components which fail to pass acceptance tests, Number of identified errors during release testing, Time until re-submission of fixed release components, Number of Incidents attributable to new releases, Percentage of Service Acceptance Tests which fail to obtain the customer’s sign-off, Frequency of physical verifications of CMS contents, Number of Incidents reported where the underlying cause of the Incident is the result of inaccurate configuration management information, Average work effort for physical verifications of the CMS contents, Percentage of configuration components for which data is kept in the CMS, Number of unauthorized changes identified as a result of audits performed using automatic configuration update software, Number of errors found in the CMS as a result of an audit. When government is in a position to fund some investments, the Ministry of Finance and agencies providing direct oversight of local operators should become repositories of information. The current delivery system (pipes and tankers) needs to be examined, bringing on board those who are threatened by new and improved arrangements. Engage in information dissemination: Reporting the results of performance comparisons helps engage stakeholders in the process. 2014-23, https://www.econstor.eu/dspace/bitstream/10419/109178/1/818402369.pdf. Those monitoring larger operators should do the following: Cases: Use of KPIs by Service Providers and Regulators. Those monitoring larger operators have a different set of challenges. Berg, S., “Advances in Benchmarking to Improve Water Utility Operations,” Water Policy, 2012. Additionally, the sector regulator will be collaborating with a newly established institution, the Water Resource Management Authority (WARMA), to develop a long-term approach to sustainability in the nation’s water resources, since future price and availability of water to residences, industry and commercial enterprises depends on understanding hydrological patterns and future demands. Here's a list of 136 KPIs that will help you to make data-driven decisions and accelerate business growth. Targets for Transition/Transformation States - In a more stable or advanced setting, how should performance targets be set, and how can performance be monitored when there is relatively limited data availability and/or the quality of the data is uncertain? In the case of the Phnom Penh Water Supply Authority (PPWSA), there was a major turnaround from 1993 to 2006. Typically is expressed in term… Also see http://www.rura.rw/fileadmin/docs/CITY_CENTER_2014.jpg and http://www.rura.rw/fileadmin/docs/OMEGA_2014.jpg. Be aware that the value for Mean Time Between Failures (MTBF) includes only operational time, not repair or outage time. Similarly, regulators need the professional support that enables them to characterize the financial sustainability of current operations: http://regulationbodyofknowledge.org/financial-analysis/. ITIL KPIs Project Management (Transition Planning and Support), ITIL KPIs Release and Deployment Management, ITIL KPIs Service Asset and Configuration Management, https://wiki.en.it-processmaps.com/index.php/ITIL_KPIs_Service_Transition, https://wiki.en.it-processmaps.com/index.php?title=ITIL_KPIs_Service_Transition&oldid=9177, Creative Commons Attribution-NonCommercial-ShareAlike 3.0 Germany License, Percentage of Projects with Project Charters, Proportion of automatic Release Distribution, Percentage of failed Release Component Acceptance Tests, Percentage of failed Service Acceptance Tests, Number of Incidents owing to inaccurate CMS Information, Number of unauthorized Changes detected automatically, Number of major changes assessed by the CAB (Change Advisory Board), Number of CAB (Change Advisory Board) meetings, Average time from registering an RFC with Change Management until a decision on the RFC is reached (i.e. --   Sitemap. Before the KPI initiative, many operators were providing public transportation with cars and buses in poor condition. Such information also helps investors who are considering public-private partnerships to better understand conditions on and under the ground, reducing risks associated with “negative surprises.”, Steps for improving data collection for larger operators. [, Sufficient resources are available to maintain, replace and expand the infrastructure so that accessibility, safety, adequacy, reliability, convenience and cost-effectiveness continue long into the future. Rewards for cost containment—What incentives should a regulator introduce in order to promote cost containment? The Rwanda Utilities Regulatory Authority (RURA) developed a scheme for comparing public transport operators to promote efficiency and effective competition. Read now! KPI measures are used for quantifying management objectives. KPIs for Fragile States - What are the Key Performance Indicators (KPIs) for evaluating sector performance and how can they be used effectively by regulators? But don’t take our work for it, … Case of Kosovo: The Water and Wastewater Regulatory Office of Kosovo (WWRO, http://www.wwro-ks.org/English/index.html) has fewer than 20 employees. It should be inclusive so that key stakeholders are represented and all voices are heard. Service transition ensured by transition planning, -support and project management . Establishing what these should be for your organization doesn’t mean that you necessarily have to get creative and reinvent the wheel. The best KPIs for any organization are those associated with the performance criteria most important to that organization. It constrains sound analyses and elevates personalities and process over performance (actual outcomes). Create a benchmarking team: Professionals need a variety of technical and engineering skills so that the team has a comprehensive understanding of the water utility’s processes and operations. More often than not, they are accompanied with a threshold or target and enable accurate measurement of organizational performance. 286–98). In particular, domestic politics can limit the effectiveness of regulatory institutions. Addressing Improper Political Interference - How can persons performing regulatory functions or developing regulatory instruments protect their work from improper political interference while, at the same time, maintaining accountability to the political wishes of the population? In FCSs, decision makers tend to lack basic data on sector characteristics and performance. Perform data analyses: This crucial stage involves the application of methodologies appropriate for answering key questions. Established in 2004, it has worked with the operators’ association and other stakeholders to utilize KPIs to set tariffs and enforce compliance with service standards. --   COBIT® is a registered trademark of ISACA. Transparency is enhanced by having better information in the form of annual reports from operators (including business plans that identify the financial sustainability of operators, given the policy objectives developed by politicians and implemented by regulators). Organizational Objective: to reduce the number of dissatisfied customers by 25 percent. Extension of KPI measures for effective lean management -Some evolutional directions for more leanised organisation - Hiroshi Katayama 1) and Deok-joo Lee 2) ... on the lean sense of value formulated through historical transition of Japanese society (Katayama, H., 2010). However, the steps are similar to those identified here. See the Related FAQ on dealing with data issues at the Transition and Transformation stages. Currently, Ethiopia is the biggest power exporter in the Horn of Africa and is aiming to be one of the continent’s biggest exporters upon completion of the construction of several ongoing hydropower projects. CMMI® and Capability Maturity Model® are registered trademarks of Carnegie Mellon University. http://www.rura.rw/fileadmin/docs/CITY_CENTER_2014.jpg, http://www.rura.rw/fileadmin/docs/OMEGA_2014.jpg, https://openknowledge.worldbank.org/bitstream/handle/10986/2290/613090PUB0Afri158344B097808213845at58.pdf?sequence=1, https://www.econstor.eu/dspace/bitstream/10419/109178/1/818402369.pdf. Transparency also requires political will, which is difficult to achieve in FCSs. Statements of cash flows (money received and money outflows for a period of time). Organizational KPI: the number of customer complaints that remain … Building-focused KPIs. Key performance indicators (KPI) are values that every business can measure and track – values that show the effectiveness of your performance as an organization toward your business objectives. [, Ability of poor households to afford water to meet at least basic needs. It identifies KPIs for generation, transmission and distribution. 2. KPIs specify what is measured and assessment techniques detail how and when it will be measured. Project management guide on CheckyKey.com. Metrics are used by stakeholders, marketers, and the product management team to detect problems, set … Policies are not self-implementing. Key Performance Indicators (KPIs) for the Service Transition processes from the ITIL Process Map. ITIL v3 Suggested Change Management KPIs At ITILnews.com we are committed to providing value to the Service Management marketplace. The World Bank Group has identified 10 dimensions of performance for the provision of water in “Possibilities and Limits of Urban Water Utilities in Africa Serving the Poor” (World Bank, forthcoming): Parallel indicators for sewerage can also be utilized. During the awards ceremony, all media were invited to a dinner gala to ensure coverage, and the winner was awarded a medal along with one year of publicity on the RURA website (http://www.rura.rw/fileadmin/docs/CITY_CENTER_2014.jpg). A large share of the population in the utility’s service area obtains water that is safe, sufficient, reliable and convenient. Each individual that is part of the guiding coalition generally represents some organization affected by changes in current institutional arrangements. Case of Uganda: This case illustrates the value of geographic (or divisional) data collection. It is the way to track and manage the goals of a project through the definition and measurement of its. Operating statistics (number of workers, number of customers, reliability, service quality, etc.). USMBOK™ is a registered trademark of Virtual Knowledge Solutions International Incorporated (VKSII). Process management requires defining appropriate metrics supporting every level in the enterprise. It may be that tankers continue to play a major role in the provision of water for some period of time. Their self-importance depends on their ability to delay decisions and manipulate (or hide) data to their advantage. KPIs differ per organization." Build on existing data collection frameworks where possible: Unless current management information systems are thoroughly flawed, data collection should draw upon existing definitions and procedures, with the goal of improving procedures. Finally, participation by affected parties (special interests) can be achieved through public hearings, public consultation processes, workshops and consumer advisory boards. [, It does not take long to get water, and water does not have to be carried far. For this KPI for IT managers, the longer the time period between failures, the better. Develop policy implications: Explore potential determinants of inefficiencies so foundations for future initiatives can be laid. The following figure, from the author’s Water Utility Benchmarking: Measurement, Methodologies and Performance Incentives, indicates the steps for starting a data-collection process for evaluating infrastructure performance—especially as applied to larger operators. KPI Library is a community for performance management professionals. Use KPI Library to search for Key Performance Indicators by process and industry, ask help or advice, and read articles written by independent experts. Use KPI Library to search for Key Performance Indicators by process and industry, ask help or advice, and read articles written by independent experts. For example, focusing on reducing the number of staff per thousand customers could lead to a number of inefficient outcomes: Cases: How Data Collection Helps Decision-makers Set Targets and Design Incentives. If there is a window of opportunity (the political, economic and social conditions are ready for change), leadership can help organizations develop initiatives (programs) that improve infrastructure performance. Here the focus is on nations in the Transition and Transformation stages, though there are lessons for less stable nations here, since foundations should be laid for later developments. Processes need to be in place to ensure that emergency changes are kept to a minimum and that any technical changes that are made do not negatively impact on IT users. KPIs are a set of agreed measures or metrics used to define and evaluate the critical ... Whilst ongoing monitoring of performance is a key component to contract management, to be successful, it should always happen in conjunction with the provision of regular feedback. Incentives for improved performance—How can a regulator develop incentive to discourage energy/water losses? This group becomes the catalyst (or focal point) for reform, represents key stakeholders, promotes citizen awareness of current and potential performance, addresses the entire production change (including environmental effects), limits the negative impacts of information silos and data limitations, and allocates leadership responsibilities so that the reform initiative does not get stalled. Clear diagrams capture relative performance: For example, in addition to presenting the numbers, stop lights and arrows are used to indicate levels and trends over time of individual KPIs. Selected issues faced by Fragile and Conflict-Affected States (FCSs) in relation to developing and improving infrastructure regulation are discussed in this set of Frequently Asked Questions (FAQs). The rural indicators provide information on access, functionality, value for money, access/use (sanitation), quality, quantity, equity, access/use (hygiene), management, gender, and water resources management compliance. Metrics is a quantifiable measure that allow businesses to define and track the success of a product or a business activity. The new system visualizes KPIs in all the business functions, from field operations to HR and finances. Of course, legacy systems and information silos are not automatically dismantled when new approaches to decision-making become possible, but leadership and teamwork can support organizational change. Kpi for project managers. Furthermore, accountability to boards of directors and to those setting infrastructure policies and designing incentives reduces the likelihood that lax management or poor regulation will be allowed to continue. Prepare follow-up studies as part of the performance review: Benchmarking via. Efficiency targets—What are reasonable efficiency targets? Such analyses would go beyond the “trend analysis” conducted in more. For example, for the water sector, operators of water tankers serving areas that are not part of a water network are likely to oppose network expansion in the beginning. The points developed in this FAQ support the creation of a separate body for assuming leadership for the development of KPIs for operators. Transition IT and enable users KPIs are designed to monitor IT service and usage changes. Mugisha and Berg (2008) outline the steps taken by NWSC to improve performance in the absence of a formal sector regulator. Challenges of incentive regulation—What are the key challenges that need to be addressed when introducing incentives? For example, if admissions are decreasing, the organization can increase their marketing budget to draw in more patients, or consolidate staff positions to save money in the meantime. Targets for Fragile States - How should performance targets be set, and how can performance be monitored when there is limited data availability and/or the quality of the data is uncertain? Well, as is often the case, it depends. Apply data verification procedures: After data collection, techniques for verifying and comparing data need to be applied, so that bonuses and other incentives are not based on unverified data. Implementation of Project Management . Read the story behind Itransition’s KPI software development project to automate a major Oil & Gas company’s performance tracking and reporting. Context shapes the market, institutions, and the actions that are possible to take. Those exercising leadership both “stir and steer”—they make sure that issues get raised and addressed, and they guide the group once the appropriate strategies have been identified. Using KPIs: an Example. Similarly, comprehensive approaches are required for energy, transport and telecommunications. Key Performance Indicators define factors the institution needs to benchmark and monitor. (For nations that are in the Transition and Transformation stages), (Response by Sanford Berg, with input from Jemima T. Sy and Anna Aghababyan). Gather raw data for yardstick comparisons: This stage involves the selection of the appropriate comparison group of companies or standards. The Body of Knowledge on Infrastructure Regulation shows the links among the three major financial records: income statements, balance sheets and statements of cash flows. As service delivery by the government begins to expand beyond the nation’s capital, determining the effectiveness of local initiatives becomes a key task for the regulator (or agency monitoring resource allocation and utilization). Note that the regulatory system goes beyond the regulatory agency and the service provider. People get enough water to at least meet basic health requirements. Accounting, auditing and reporting procedures are given some attention. The guiding coalition and the benchmarking team should be drawn from within the utilities, appropriate government agencies, community groups, women’s organizations, and other local stakeholders. For example, nonrevenue water was reduced from 72 percent in 1996 to six percent in 2010, and staff per 1,000 connections was reduced from 22 to three during that period. Promoting investments—How can regulatory incentives be introduced to promote investment? Public Participation - What are the most effective strategies for involving the public in regulatory issues? This implies relatively high-level support from some powerful political figures. Looking for good KPI examples? Zambia’s water regulator, National Water Supply and Sanitation Council (NWASCO), makes its annual sector reports available on the web on a timely basis. We use the term “guiding coalition” to refer to the team that is taking the initiative to strengthen the data collection and analysis process, identify targets for KPIs, and design incentives so managers and staff focus on the activities that contribute to improving performance. However, it is important to create a measurement framework that enables assessment of the offshore team. Here's an example of how organizational strategy cascades down to an individual team member's goals and KPIs: Organizational Vision: to be known for high customer satisfaction and superior service. Number of transition projects in absolute figures; Rate of transition projects with modifications after project start in % Adherence to project schedules in % Adherence to project budgets in % Income statements (particularly revenues, by source, operating expenditures and interest payments); Balance sheets (a snapshot at a particular point in time of assets, liabilities and net worth); and. Administration: Evaluating formal structures of organizations, key staff availability, and motivation and professionalism of staff. For simplicity these results can be presented in simple stop-light figures with green, yellow and red representing different levels of performance and arrows indicating the extent of improvement (or decline) in a, Establish rewards and penalties: There need to be clear procedures for planning and implementing incentives and corrective actions, where the incentives are commensurate with the benefits from achieving targets. Such behavior is destructive to organizational success. NWSC headquarters served a coordinating, capacity-building and incentivizing role to meet targets set in a series of performance contracts that were established and monitored by a set of national ministries. [, Water is continuously available, with few supply interruptions of limited duration. Create a focal point for institutional reform: When both operations and oversight are part of the same organization (whether a ministry or municipality), pressure for strong performance is unlikely because reforms represent a public admission that past procedures were inadequate (at best) or corrupt (at worst). It is calculated by dividing the benefit by the cost of the investment and is then expressed as a percentage or a ratio. Metrics, KPI’s and actionable information Assessment techniques provide the mechanism for measuring and evaluating the defined factors to evaluate progress or impact. The guiding coalition needs to have a shared vision, but the members may have different preferred strategies for meeting objectives. Generally, by the time any organization begins to realize the benefits from outsourcing, the Transition manager may no longer be involved. When measuring the performance of an off-shore team, an effective framework revolves around the following parameters: 1. [. The framework facilitates harmonization of national objectives with donor support. [. Customer Care: Checks on cleanliness in the working area; display of customer information, including tariff and departure schedules; having waiting chairs for vulnerable clients; having a suggestion box; having a security officer; level of ICT usage; customer-care cycle (for reception, boarding and exit); and washrooms. Such representation will enhance the acceptability of their work. 2.1 . The vendor management KPIs that matter most to your business may not be the same as those prioritized by your competition.

kpi for transition management

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