KPI thresholds are not improvement tools; they make people react in a rush to quick fixes and gaming that end up making performance worse. (more…)
When KPIs are not achieving their targets, performance improvement is needed. But rather than rushing to solutions prematurely, we need measurement for diagnosis. (mo...
The most useful way to see true signals of change in your KPI is to use an XmR chart. Here are five easy steps to build an XmR chart for your KPI. (more…)
We can't know if performance improves unless we know where it started. That's why we set a KPI baseline. Here's how to set your KPI baseline the right way! (more…)
This is a case study about the Area Agency on Aging at the Denver Regional Council of Governments (DRCOG) use of XmR charts. It's by Kirsti Klaverkamp and Jerry Stigall, of Denver, Colorado. (more&h...
No KPI can ever give you perfect evidence of your goals. But too often we overestimate how good a KPI needs to be, to be "right". The truth is, KPIs aren't ever "right". You just want to be sure they are "not wrong".
People occasionally ask me whether we should measure the positive, or what we want more of, rather than the negative, what we want less of. Mostly they believe it should be the positive. But when does it matter? Or does it ever matter?
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