John Wiley & Sons Key Performance Indicators Cover The new edition of the bestselling guide on creating and using key performance indicators--offers si.. Product #: 978-1-119-62077-8 Regular price: $42.90 $42.90 Auf Lager

Key Performance Indicators

Developing, Implementing, and Using Winning KPIs

Parmenter, David


4. Auflage November 2019
384 Seiten, Hardcover
Wiley & Sons Ltd

ISBN: 978-1-119-62077-8
John Wiley & Sons

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The new edition of the bestselling guide on creating and using key performance indicators--offers significant new and revised content

Key Performance Indicators (KPIs) help define and measure the organizational goals which are fundamental to an organization's current and future success. Having solid KPIs is crucial for companies that are implementing performance management systems, such as balanced scorecards, six sigma, or activity-based management. In many organizations, KPIs are often too numerous, randomly assembled, and overly complex--essentially rendering them ineffectual, or at worse, counterproductive. Key Performance Indicators provides a model for simplifying the complex areas of KPIs while helping organizations avoid common mistakes and hazards.

Now in its fourth edition, this bestselling guide has been extensively revised and updated to incorporate practical lessons drawn from major implementations. Fresh content includes a more concise KPI methodology with clear implementation guidance, original insights on how other areas of performance management can be corrected, and new in-depth case studies. A revised starter kit is included to identify critical success factors, and the KPI resource kit contains updated worksheets, workshop programs, and questionnaires. Helping readers to better define and measure progress toward goals, this important guide:
* Dispels the myths of performance measurement and explains a simple, yet powerful KPI methodology
* Explains the 12-step model for developing and using KPIs with guidelines
* Helps readers brainstorm performance measures, sell KPI projects to the Board and senior management, and accurately report performance
* Features the "KPI Project Leaders Corner" which provides readers with essential information and useful exercises
* Includes an array of practical tools--templates, checklists, performance measures--and a companion website (

Key Performance Indicators: Developing, Implementing, and Using Winning KPIs, 4th Edition is important resource for C-suite executives, senior management, project teams, external project facilitators, and team coordinators involved in all aspects of performance management systems.

About the Author xiii

Acknowledgments xv

Introduction xvii

Chapter 1 The Great KPI Misunderstanding 3

The Four Types of Performance Measures 3

Number of Measures Required: The 10/80/10 Rule 13

Difference between KRIs and KPIs and RIs and PIs 15

The Lead and Lag Confusion 16

Have a Mix of 60 Percent Past, 20 Percent Current, and 20 Percent Future-Oriented Measures 17

Importance of Timely Measurement 20

Where Are You in Your Journey with Performance Measures? 21

Chapter 2 The Myths of Performance Measurement 25

The Myths Surrounding Performance Measures 25

The Myths around the Balanced Scorecard 30

Chapter 3 Background to the Winning KPI Methodology 41

Winning KPI Methodology 41

Seven Foundation Stones of the Winning KPIs Process 46

Implementation Variations and Shortcuts for Small to Medium-Sized Enterprises 56

Chapter 4 Leading and Selling the Change 63

Steve Zaffron and Dave Logan: Why So Many Initiatives Fail 63

Harry Mills: The Importance of Self-Persuasion 64

John Kotter: How to Lead Change Successfully 65

Learn to Sell by Appreciating the Emotional Drivers of the Buyer 67

Selling the KPI Project 70

Selling the Winning KPIs to the Organization's Staff 75

Delivering Bulletproof PowerPoint Presentations 79

PDF Download 83

Chapter 5 Getting the CEO and Senior Management Committed to the Change 85

CEO and Senior Management Commitment 85

Guidelines for the External KPI Facilitator 91

PDF Download 94

Chapter 6 Up-Skill In-House Resources to Manage the KPI Project 97

Establishing a Winning KPI Project Team 97

PDF Download 111

Chapter 7 Finding Your Organization's Critical Success Factors 115

Why Critical Success Factors Are So Important 118

Relationship between CSFs and KPIs 123

Common Misunderstandings 124

Task 1: Wording the Success Factors and the External Outcomes 127

Task 2: Determining the Critical Success Factors in a Two-Day Workshop 130

Task 3: Presenting the Critical Success Factors to the Staff 141

Task 4: Get the CSFs on the Wall in Every Workplace 143

PDF Download 144

Chapter 8 Characteristics of Meaningful Measures 149

Common Measurement Traps 149

Wisdom on Measures from Other Authors 149

Rules for Designing Measures 154

Suggested Exercises to Improve Measure Design 156

PDF Download 165

Chapter 9 Designing and Refining Measures 167

Running the Two-Day Performance Measures Workshop 169

Refining Performance Measures after the Workshops 181

Teams Select Their Relevant Performance Measures 185

Finding the KRIs That Need to Be Reported to the Board 187

The KPI Team Ascertaining the Winning KPIs 190

PDF Download 191

Chapter 10 Reporting Performance Measures 195

Develop the Reporting Framework at All Levels 195

The Common Faults with Reporting 196

Designing an Appropriate Reporting Regime 197

Reporting the KPIs to Management and Staff 206

Reporting RIs and PIs to Management 210

Reporting Performance Measures to Staff 215

Reporting Performance Measures to the Board 216

Reporting Team Performance Measures 221

The Performance Reporting Portfolio 223

PDF Download 224

Chapter 11 Ongoing Support and Refinement of KPIs and CSFs 227

Facilitate the Ongoing Support and Refinement of KPIs and CSFs 229

PDF Download 235

Chapter 12 Implementation Case Studies and Lessons 237

Recent Case Studies 237

Previously Reported Case Studies 243

Implementation Lessons 256

Comparison to Other KPI Methodologies 267

PDF Download 273

Appendix Performance Measures Database 275

Index 323
DAVID PARMENTER has spent the last twenty years of his working life leading organizations, that will listen, to remove the shackles of broken bureaucratic management practices. He has written more books and published papers on KPIs than any other author and is driven by his vision "To change how leading organizations, around the world, measure and manage performance -- by 2030". He has delivered workshops to thousands of attendees in 32 countries. He has worked for Ernst & Young, BP Oil Ltd, Arthur Andersen, and PricewaterhouseCoopers, and is a fellow of the Institute of Chartered Accountants in England and Wales.

He is a regular writer for professional and business journals. He is also the author of The Financial Controller and CFO's Toolkit, Third Edition, Key Performance Indicators for Government and Non-Profit Agencies, and The Leading-Edge Manager's Guide to Success (all from Wiley).

He can be contacted via Diese E-Mail-Adresse ist vor Spambots geschützt! Zur Anzeige muss JavaScript eingeschaltet sein! or +64 4 499 0007. His website,, contains many toolkits, articles, and freeware that will be useful to readers.

Front cover illustration: The origin of all measures should be the critical success factors.

D. Parmenter, Waymark Solutions, Wellington, New Zealand