To get the best results from implementing RESULTS.com, we recommend that you start by getting clear on the key numbers that will drive your success. Research shows that (unfortunately) 92% of companies do a poor job of measuring Key Performance Indicators (KPI's). If that sounds like you, we can definitely help! What are the key numbers that will drive and predict the success of your current business model? Your teams? Your key people? Choosing the right KPI's (and making them visible) tells your people what they need to pay attention to. In other words, KPI's drive the right behaviors. This workshop will help you choose the key numbers that will help you identify problems early, and solve them fast. If you get these numbers right, they will drive better financial results!

1. KPI Workshop
PRESENTER: Stephen Lynch @StephenLynch
#RealKPIs || @RESULTSdotcom

2. #RealKPIs
JOIN THE CONVERSATION ONLINE
PRESENTATION AVAILABLE POST PRESENTATION:
www.RESULTS.com/slides

3. Questions / Answers:
#realKPIs || @RESULTSdotcom

4. Full participation
Questions / Answers:
#realKPIs || @RESULTSdotcom

5. Ask for everyone’s point of view
Questions / Answers:
#realKPIs || @RESULTSdotcom

6. Productive conflict is important
Questions / Answers:
#realKPIs || @RESULTSdotcom

7. No “group think”
Questions / Answers:
#realKPIs || @RESULTSdotcom

8. Make a clear decision
Questions / Answers:
#realKPIs || @RESULTSdotcom

9. Everyone commits to the decision
Questions / Answers:
#realKPIs || @RESULTSdotcom

10. Key Performance Indicators
Questions / Answers:
#realKPIs || @RESULTSdotcom

11. However beautiful the strategy, you
should occasionally look at the results
“
Questions / Answers:
#realKPIs || @RESULTSdotcom

12. 92% of companies don’t measure KPIs [3]
Questions / Answers:
#realKPIs || @RESULTSdotcom

13. Questions / Answers:
#realKPIs || @RESULTSdotcom

14. Questions / Answers:
#realKPIs || @RESULTSdotcom

15. Questions / Answers:
#realKPIs || @RESULTSdotcom

16. RED = Unacceptable performance standard
YELLOW = Watch closely. Need help?
GREEN = Target performance standard
Key Performance Indicators / Key Metrics
Questions / Answers:
#realKPIs || @RESULTSdotcom

17. In the past, we used Spreadsheets / MS Excel
Questions / Answers:
#realKPIs || @RESULTSdotcom

18. IDENTIFY WHAT’S HAPPENING IN YOUR BUSINESS RIGHT NOW
VISIBILITY INTO WHAT DIFFERENT PEOPLE AND TEAMS ARE WORKING ON
IDENTIFY WHICH AREAS ARE WORKING WELL AND WHICH REQUIRE ATTENTION
UNDERSTAND WHO’S EXCELLING AND WHO NEEDS HELP
Now we use Software
Questions / Answers:
#realKPIs || @RESULTSdotcom

19. Everyone knows their own individual accountabilities
Questions / Answers:
#realKPIs || @RESULTSdotcom

20. Key Performance Indicators / Key Metrics
Questions / Answers:
#realKPIs || @RESULTSdotcom

21. They can also see how other teams are performing
Questions / Answers:
#realKPIs || @RESULTSdotcom

22. They can also see how other teams are performing
Questions / Answers:
#realKPIs || @RESULTSdotcom

23. Team leaders can drill down to identify the cause
Questions / Answers:
#realKPIs || @RESULTSdotcom

24. Looks like one person is struggling?
Questions / Answers:
#realKPIs || @RESULTSdotcom

25. What is happening here? How can we help?
Questions / Answers:
#realKPIs || @RESULTSdotcom

26. Questions / Answers:
#realKPIs || @RESULTSdotcom

27. Questions / Answers:
#realKPIs || @RESULTSdotcom

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#realKPIs || @RESULTSdotcom

29. Questions / Answers:
#realKPIs || @RESULTSdotcom

30. Questions / Answers:
#realKPIs || @RESULTSdotcom

31. Assign a Task to address the issue
Questions / Answers:
#realKPIs || @RESULTSdotcom

32. Questions / Answers:
#realKPIs || @RESULTSdotcom

33. The Right Way To Set Goals
Questions / Answers:
#realKPIs || @RESULTSdotcom

34. Questions / Answers:
#realKPIs || @RESULTSdotcom

35. Questions / Answers:
#realKPIs || @RESULTSdotcom

36. Always aim for the STARS,
if you miss…
..you’ll at least
reach the moon
Questions / Answers:
#realKPIs || @RESULTSdotcom

37. Questions / Answers:
#realKPIs || @RESULTSdotcom

38. Questions / Answers:
#realKPIs || @RESULTSdotcom

39. Questions / Answers:
#realKPIs || @RESULTSdotcom

40. Questions / Answers:
#realKPIs || @RESULTSdotcom

41. Questions / Answers:
#realKPIs || @RESULTSdotcom

42. Questions / Answers:
#realKPIs || @RESULTSdotcom

43. Questions / Answers:
#realKPIs || @RESULTSdotcom

44. Questions / Answers:
#realKPIs || @RESULTSdotcom

45. Questions / Answers:
#realKPIs || @RESULTSdotcom

46. Tropical Island Test
Questions / Answers:
#realKPIs || @RESULTSdotcom

47. - You are on an extended holiday in the tropics….
- All you can receive is a weekly text from your business that contains a small handful
of numbers (e.g. 5 max) that tell you how well your business is performing
- If the KPI’s are “green” you can go back to reading your book
- If the KPI’s are “yellow” you need to ring the office to see what is going on
- If the KPI’s are “red” you need to cut your holiday short and return home
- What would those numbers be?
Imagine this…
Questions / Answers:
#realKPIs || @RESULTSdotcom

48. Business Model / Industry KPIs (example)
Industry Type = (e.g. Restaurant) Performance Thresholds
KPI Description
Person
Accountable
Measurement
Frequency RED YELLOW GREEN
# Customers Chloe Weekly 2700 3000
$ Average spend per customer Rajesh Weekly $35 $40
# Complaints Rajesh Weekly 10 5
$ Revenue per available seat hour (RevPASH) Mark Weekly $12 $15
Labor cost as % of revenue Mark Weekly 35% 30%
Questions / Answers:
#realKPIs || @RESULTSdotcom

49. Business Model / Industry KPIs (example)
Industry Type = Performance Thresholds
KPI Description Person
Accountable
Measurement
Frequency RED YELLOW GREEN
Questions / Answers:
#realKPIs || @RESULTSdotcom

50. The 4 Gears

51. Questions / Answers:
#realKPIs || @RESULTSdotcom
Create leads
Convert leads into sales
Provide product / service
that delights customers
Grow cash
& make a profit
KPIs - The 4 Gears

52. Questions / Answers:
#realKPIs || @RESULTSdotcom
Outcome
Activity Effectiveness
Outcomes are good, but what drives them?

53. Questions / Answers:
#realKPIs || @RESULTSdotcom
Outcome
Activity Effectiveness
$ Sales
# phone calls
# appointments booked
# sales presentations
% who attend
presentation
% who buy at presentation
Convert leads into sales

54. Scope out your KPIs (example)
Team / Functional Area name = (e.g. Sales Team ) Performance Thresholds
KPI Description
Person
Accountable
Measurement
Frequency RED YELLOW GREEN
# New appointments booked Hans Daily average 20 25
% Appointments that did not show up Hans Weekly 25% 20%
# Sales Presentations delivered Tyler Weekly 55 75
% Prospects that purchased on the day Tyler Weekly 50% 60%
$ Weekly Sales Revenue Jenny Weekly $45,000 $55,000
Questions / Answers:
#realKPIs || @RESULTSdotcom

55. KPI Hierarchies (roll ups) (example)
Team / Functional Area name = (e.g. Sales Team ) Performance Thresholds
“Parent” Goal KPI Description
Person
Accountable
Measurement
Frequency RED YELLOW GREEN
# Sales presentations – total team Tyler Weekly 55 75
“Child” Goals
Person
Accountable
Measurement
Frequency
# Sales presentations - Jeff Jeff Weekly 15 20
# Sales presentations - Marie Marie Weekly 15 20
# Sales presentations - Sergey Sergey Weekly 15 20
# Sales presentations - Arzu Arzu Weekly 10 15
Questions / Answers:
#realKPIs || @RESULTSdotcom

56. Questions / Answers:
#realKPIs || @RESULTSdotcom
Single Point Accountability

58. Data you can track and measure right now?
Contributes to the big picture?
Drives the right behaviors?
Questions / Answers:
#realKPIs || @RESULTSdotcom
The sniff test:

59. Questions / Answers:
#realKPIs || @RESULTSdotcom

60. Questions / Answers:
#realKPIs || @RESULTSdotcom
Create leads
Convert leads into sales
Provide product / service
that delights customers
Grow cash
& make a profit
KPIs - The 4 Gears

61. Team / Functional Area KPIs
Team / Functional Area name = Performance Thresholds
KPI Description
Person
Accountable
Measurement
Frequency RED YELLOW GREEN
Questions / Answers:
#realKPIs || @RESULTSdotcom

62. KPI Hierarchies
Team / Functional Area = Performance Thresholds
“Parent” Goal KPI Description
Person
Accountable
Measurement
Frequency RED YELLOW GREEN
“Child” Goals
Person
Accountable
Measurement
Frequency
Questions / Answers:
#realKPIs || @RESULTSdotcom

63. Questions / Answers:
#realKPIs || @RESULTSdotcom
Create leads
Convert leads into sales
Provide product / service
that delights customers
Grow cash
& make a profit
KPIs - The 4 Gears

64. Questions / Answers:
#realKPIs || @RESULTSdotcom
Outcome
Activity Effectiveness
Create leads

65. Team / Functional Area KPIs
Team / Functional Area name = MARKETING Performance Thresholds
KPI Description
Person
Accountable
Measurement
Frequency RED YELLOW GREEN
Questions / Answers:
#realKPIs || @RESULTSdotcom

66. Questions / Answers:
#realKPIs || @RESULTSdotcom
Create leads
Convert leads into sales
Provide product / service
that delights customers
Grow cash
& make a profit
KPIs - The 4 Gears

67. Questions / Answers:
#realKPIs || @RESULTSdotcom
Outcome
Activity Effectiveness
Convert leads into sales

68. Team / Functional Area KPIs
Team / Functional Area name = SALES Performance Thresholds
KPI Description
Person
Accountable
Measurement
Frequency RED YELLOW GREEN
Questions / Answers:
#realKPIs || @RESULTSdotcom

69. Scope out your KPIs (example)
Team / Functional Area name = (e.g. Sales Team ) Performance Thresholds
KPI Description
Person
Accountable
Measurement
Frequency RED YELLOW GREEN
# New appointments booked Hans Daily average 20 25
% Appointments that did not show up Hans Weekly 25% 20%
# Sales Presentations delivered Tyler Weekly 55 75
% Prospects that purchased on the day Tyler Weekly 50% 60%
$ Weekly Sales Revenue Jenny Weekly $45,000 $55,000
Questions / Answers:
#realKPIs || @RESULTSdotcom

70. KPI Hierarchies (roll ups) (example)
Team / Functional Area name = (e.g. Sales Team ) Performance Thresholds
“Parent” Goal KPI Description
Person
Accountable
Measurement
Frequency RED YELLOW GREEN
# Sales presentations – total team Tyler Weekly 55 75
“Child” Goals
Person
Accountable
Measurement
Frequency
# Sales presentations - Jeff Jeff Weekly 15 20
# Sales presentations - Marie Marie Weekly 15 20
# Sales presentations - Sergey Sergey Weekly 15 20
# Sales presentations - Arzu Arzu Weekly 10 15
Questions / Answers:
#realKPIs || @RESULTSdotcom

71. Questions / Answers:
#realKPIs || @RESULTSdotcom
Create leads
Convert leads into sales
Provide product / service
that delights customers
Grow cash
& make a profit
KPIs - The 4 Gears

72. Questions / Answers:
#realKPIs || @RESULTSdotcom
Outcome
Activity Effectiveness
Provide product / service > delight customers

73. Team / Functional Area KPIs
Team / Functional Area name = OPERATIONS Performance Thresholds
KPI Description
Person
Accountable
Measurement
Frequency RED YELLOW GREEN
Questions / Answers:
#realKPIs || @RESULTSdotcom

74. Questions / Answers:
#realKPIs || @RESULTSdotcom
Create leads
Convert leads into sales
Provide product / service
that delights customers
Grow cash
& make a profit
KPIs - The 4 Gears

75. Questions / Answers:
#realKPIs || @RESULTSdotcom
Outcome
Activity Effectiveness
Grow cash & make profit

76. Team / Functional Area KPIs
Team / Functional Area name = FINANCE Performance Thresholds
KPI Description
Person
Accountable
Measurement
Frequency RED YELLOW GREEN
Questions / Answers:
#realKPIs || @RESULTSdotcom

77. Individual KPIs
Questions / Answers:
#realKPIs || @RESULTSdotcom

78. Questions / Answers:
#realKPIs || @RESULTSdotcom

79. Questions / Answers:
#realKPIs || @RESULTSdotcom

80. Specific
Measurable
Achievable
Relevant
Time bound
S
A
M
R
T
“SMART” Goals
Questions / Answers:
#realKPIs || @RESULTSdotcom

81. Ideally everyone has a KPI
Contributes to big picture
“I had a good week”
Questions / Answers:
#realKPIs || @RESULTSdotcom
What’s your number?

82. Individual KPIs
What is each person’s daily / weekly number? Performance Thresholds
KPI Description
Person
Accountable
Measurement
Frequency RED YELLOW GREEN
Questions / Answers:
#realKPIs || @RESULTSdotcom

83. Review KPI performance thresholds every quarter
Review red, yellow, green thresholds to make sure they are
SMART – especially “achievable” and “relevant”
based on your strategic reality / seasonal factors / other trends
Confirm each person “buys in” to the performance threshold
and is willing to be held firmly accountable
for their KPI being “in the green”
as part of an ongoing monthly review of their performance
Questions / Answers:
#realKPIs || @RESULTSdotcom

84. By what day each week / month will the KPI data be posted?
What 1 person will be accountable to post this data?
List your answers below:
Questions / Answers:
#realKPIs || @RESULTSdotcom

85. Questions / Answers:
#realKPIs || @RESULTSdotcom

86. They wish they had dealt with poor performance sooner!
#1 Regret of Business Leaders
Questions / Answers:
#realKPIs || @RESULTSdotcom

87. “He that is good for making
excuses is seldom good for
anything else.”
Benjamin Franklin
Leaders owe it to the organization
& their fellow workers, not to tolerate
non-performing people in important jobs
– Peter Drucker
“
Questions / Answers:
#realKPIs || @RESULTSdotcom

88. “Accountability is meaningless
without consequences”
What positive consequences can the person accountable expect
if their KPI is consistently in the “GREEN” at the end of the month?
What negative consequences can the person accountable expect
if their KPI is consistently in the “RED”…
• For 1 month?
• For 2 months in a row?
• For 3 months in a row?
• For 4 months in a row?
Questions / Answers:
#realKPIs || @RESULTSdotcom

89. Be conservative in the beginning
Get everyone used to winning
You can always raise the bar later
Questions / Answers:
#realKPIs || @RESULTSdotcom
Review your performance thresholds

90. KPIs – getting it right
Growth inhibited by:
- Wrong person in the role
- Wrong KPIs
- Too many KPIs
- Unrealistic performance thresholds
- Not keeping KPI data current and visible every week
- Not holding person firmly accountable for performance
- No consequences for poor performance
- Waiting too long to address poor performance
Growth maximized by:
- Right person in the role
- Right KPIs
- Realistic “green” performance thresholds – adjusted regularly
- KPI data kept current and visible every week
- Person held firmly accountable for performance
- Progress praised and recognized

92. RESULTS focused management dashboard
A COMPLETE SOLUTION FOR SMB
IDENTIFY WHAT’S HAPPENING IN YOUR BUSINESS RIGHT NOW
VISIBILITY INTO WHAT DIFFERENT PEOPLE AND TEAMS ARE WORKING ON
IDENTIFY WHICH AREAS ARE WORKING WELL AND WHICH REQUIRE ATTENTION
UNDERSTAND WHO’S EXCELLING AND WHO NEEDS HELP

93. #RealKPIs
JOIN THE CONVERSATION ONLINE
PRESENTATION AVAILABLE POST PRESENTATION:
www.RESULTS.com/slides

94. FOR CEOs and business leaders of fast growth SMBs
WHO
are trying to take control of their business, engage their workforce,
and achieve extraordinary RESULTS
OUR
PRODUCT
IS A
RESULTS focused management dashboard
THAT
PROVIDES
transparency into your entire organization from company-wide
strategic goals to individual tasks
UNLIKE
other software providers, we offer SMBs the complete suite of tools
to manage their business and engage their team
OUR
PRODUCT
engages your workforce to accelerate your success
OUR PURPOSE to end employee disengagement by reprograming management