1. Goal Levers KPIs Value
p Deliver Project
Against Plan
 Project Charter/Plan Alignment
 KPI Alignment
 Project Progress Visibility
 Enablement Plan Visibility
 Management of issues/risks
 % of Key Milestones met
 Frequency of updates to KPIs
 # of users trained
 # of users live on system
 Action (“intervention”) Results
 Project Delivered on Time
 Project Delivered on Scope
 Project Delivered on Budget
 Stakeholder Satisfaction
 Results Delivered (KPIs met)
p User Proficiency
p User Adoption/
Advocacy
p Sustained
System Usage –
Depth & Breadth
 Ensure Executive Sponsorship
 Provide a valuable system –
Functionality/UX
 Develop end user competency
 Engage user community
 Update compensation model
 Management Participation
 % Adoption of Key Functions
 % increase in system capabilities
 Improve Employee Sat Scores
 User Knowledge Check scores
 % Communication Milestones
 Effective System Use/Adoption
 Effective Collaboration
 Employee Sat/Retention
 Improve Employee Sentiment
p Customer
Engagement
p Customer
Insights
 Improve Enrollment Cycle Time
 Provide market-driven curriculum
 Improve Customer Service
 Enable a 360 Degree Customer
View
 Reduce time to market – x%
 Reduce development costs – x%
 Improve Customer Satisfaction
Scores – Product , Value, Pricing
 Decrease Customer Support
Resolution Cycle Time – x%
 Right products delivered to
customers at the right price
 Improve Customer Sat
 Increase Customer Lifetime
Value/Retention
 CLIENT
p Improved Sales
Effectiveness
q Cost of Sale
q Support Costs
 Improve Data Quality
 Improve Sales Cycle Time
 Reduce # of Disparate Systems
 Improve Support Cycle Time
 Decrease Record Errors – x%
 Reduce Sales Cycle time – x%
 Reduce Admin time/cost – x%
 Reduce Support calls/cycle – x%
 Consistent Sales Process
 Reduce IT Systems Costs
 Reduce Operational Costs
 Improve Internal Compliance
p Revenue/Profit
p Management
Effectiveness
p Drive Innovation
& Growth
 Increased visibility into sales
process
 Improved/real-time Reporting
 Improve Forecasting Accuracy
 Increase # of Opportunities Won
 Increase Average Deal Size
 Increase Customer Acquisitions
 Increase Cross-Sells/Up-Sells
 Increased Sales
 Increased Margin
 Increase Breadth & Depth of
Products Sold
 Better/Faster Innovation
Deployment
Employee
Engagement
Customer
Satisfaction
Operational
Efficiency
Business
Balanced Scorecard – Metrics
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