Workshop given at Coworking India by Anil George, from 91Springboard

1. Understanding coworking
performance
Metrics and indicators

2. hello!
I’m Anil George
I head Hub Operations at 91springboard
…and YOU?

3. 2 goals out of every 3 games
That’s an interesting stat about Football player ‘Mario’!
Star? Average? Poor?
Football Player Decision

4. Mario’s stats (avg per game) – Take 2
Position Right-wing
Goals 0.67
Assists 0.3
Yellow Cards 0.1
Red Cards 0.05
Football Player Decision
?
?
?

5. Mario’s stats (avg per game) – Take 3
Position Right-wing
Appearances 100%
Goals 0.67
Assists 0.3
Yellow Cards 0.1
Red Cards 0.05
Minutes 90
Aerials won 40%
Football Player Decision
?
?
?

6. questions you want to answer?
Translating qualitative to quantitative
Metrics evolve
Why measure?

7. “In God we trust, all others bring data
- W Edwards Deming
Why measure?
Efficient,
Effective and
Adaptable
Systems
Tracking
individual &
team
performance
Proactively
identify
opportunity
areas
Align
strategic
goals to drive
outcomes

8. WORKSHOP PLAN
1. Thinking about measuring:
- Why?
- How?
- What?
2. Designing Metrics - Framework
3. Measuring performance (sample metrics for coworking)
- Operational Performance
- Business Performance
- Community Performance
4. Wrap-up
Agenda

9. 1.
Thinking about measuring
Why? How? What?
Thinking about measuring

10. Thinking about measuring
Thinking about Measuring: Why?
Why? How? What?
I. Map and align strategic goals & quantify while driving outcomes
• Build robust systems - efficient, effective and adaptable
• Set path, improve team and individual performance
II. Perform analysis, build business intelligence, identify opportunities
III. Make decisions, take action

11. Thinking about measuring
Thinking about Measuring: How?
Why? How? What?
I. The perfect metrics do NOT exist. They evolve with time and experience
• Trial and Error
• Track, Learn, Adapt, Align with goal
II. Customize your metrics to answer YOUR questions
III. Ensure that the KPIs are Readable, Relevant and Standardized

12. Thinking about measuring
Thinking about Measuring: What?
Why? How? What?
I. Once Goals are mapped to the metrics, also capture:
• Frequency (viz. daily, weekly, monthly)
• Unit (based on type viz. raw numbers, completion%, increase%)
• Source (new or existing, tools viz. Cobot, Sales CRM)
• Audience for the metric
• Target (not for all metrics)
• Representation
II. Keep metrics transparent, easy to monitor, manage & update (& automate)
III. MOST IMPORTANT: How do you interpret the metric/result?

13. WORKSHOP PLAN
1. Thinking about measuring:
- Why?
- How?
- What?
2. Designing Metrics - Framework
3. Measuring performance (sample metrics for coworking)
- Operational Performance
- Business Performance
- Community Performance
4. Wrap-up
Agenda - Progress

14. 2.
Designing metrics
General Framework
2. Metric Designing Framework

15. Overall Goal: Improve Coworking Performance
Operational
Business Community
2. Metric Designing Framework

16. Framework to design metrics
✘Set broad goals and break them down
✘Questions to get answers – to track the goals
✘Identify quantifiable measures (KPIs) for qualitative questions
✘Interpretation of the result/monitoring plan
✘Design factors for tracking and reporting the metrics
- Audience
- Unit
- Frequency
- Representation
- Source
- Target (if any)
2. Metric Designing Framework

17. Sample metrics
framework

18. WORKSHOP PLAN
1. Thinking about measuring:
- Why?
- How?
- What?
2. Designing Metrics - Framework
3. Measuring performance (sample metrics for coworking)
- Operational Performance
- Business Performance
- Community Performance
4. Wrap-up
Agenda - Progress

19. 3.
Measuring coworking
performance
Operational, Business and Community
3. Measuring Coworking Performance

20. Operational Performance
Facility Infrastructure
Facility Management
Tech Infrastructure
3. Measuring Coworking Performance
Support Tickets
Repair & Maintenance
Resource & Space Utilization
Checklists and Trackers
Surveys
Bandwidth Planning
Fee collection

21. Business Performance
Sales & Marketing
Occupancy Trends
Revenues & Expenses
3. Measuring Coworking Performance
Cost per lead
Conversion Ratios
Member distribution
Size, capacity, utilization
Cost optimization
Expansion
Growth and churn
Yield & Cost per sqft
Member management tool
Profit margins

22. Community Performance
Internal Community
External Community
Events
3. Measuring Coworking Performance
Member segments
Event attendance patterns
Member satisfaction
Collaborations/synergies
Success stories
Connections and engagement
Event Feedback

23. WORKSHOP PLAN
1. Thinking about measuring:
- Why?
- How?
- What?
2. Designing Metrics - Framework
3. Measuring performance (sample metrics for coworking)
- Operational Performance
- Business Performance
- Community Performance
4. Wrap-up
Agenda - Progress

24. Let’s review
✘Draft strategic goals. Design metrics that align with them.
✘Track metrics, keep transparent and make good decisions
✘Metrics should provide answers to YOUR questions
✘Keep the metrics readable, relevant and standardized
✘Coworking performance may be measured by understanding:
- Operational Performance
- Business Performance
- Community Performance
✘Perfect metrics do NOT exist, they constantly evolve with experiences
4. Wrap-up

25. “Measurement is the first step that
leads to control and eventually to
improvement. If you can’t measure
something, you can’t understand it.
If you can’t understand it, you can’t
control it. If you can’t control it, you
can’t improve it.
- H James Harrington
…and that’s why we measure!

26. thanks!
Any questions?
You can reach me at
twitter.com/anilgeorge04
anil.george@91springboard.com

27. Credits
✘ Dashboards and Knowlege from: 91springboard, Social Workplaces, RISE by Barclays,
Coworkin, Hub Dhaka, CAAP webinars and conversations with other coworking spaces
✘ Special thanks to all the people who made and released these awesome resources:
- Presentation template by SlidesCarnival
- Photographs by Unsplash