Regional Director, Chattanooga Gas Company
Board Chair, Chamber of Commerce
How are KPIs established within your company?
We have annual goals at a very high level that provide guidance for us to establish more detailed KPIs. KPIs provide us with an awareness of how goals are accomplished. For us, KPIs are the ‘how’ in the process.
What KPIs do you track?
We, of course, have financial targets, but we don’t have KPIs that surround our financials. That is backwards for us. As opposed to lagging indicators (results), we look for leading indicators to tell us where adjustments are needed. For example, at our call center, we have standards for call handle time, and we measure how long customers are on hold. The goal is 80% percent of the call within a 20-second time frame. The KPI is the insight – if our goal was not reached, what do we need to adjust in order to meet the goal? KPIs help us realize if we are meeting our goal.
How often are KPIs measured and reported?
We have weekly staff meetings to analyze collected data to identify root causes. On a monthly basis, we report to our executive team. Supervisors track daily, and I track weekly.
How important are KPIs to the success of your organization?
KPIs are as important as the time you spend developing them. If you don’t spend time on the front end developing them and if all the stakeholders aren’t there helping develop them, then KPIs won’t be useful to you. We spend time on KPIs daily, and they are incredibly important to us. It’s easy for companies to put them around the financials, but if you aren’t careful, you will compromise processes. We all have a tendency to put more value in areas where money is involved. If our KPIs were solely on financials, we could be overlooking an important process, compliance issue, or training issue. Our KPIs need to be process oriented, so we can truly track root causes.
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