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

20. Everyone knows their own individual accountabilities
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 holding the team back
Questions / Answers:
#realKPIs || @RESULTSdotcom

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

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

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

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

29. What is happening here Craig?
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. Questions / Answers:
#realKPIs || @RESULTSdotcom

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

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

36. 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. Industry / Business Model KPIs
Teams / Functional Area KPIs
Individual KPIs
(What’s your daily / weekly number?)
Questions / Answers:
#realKPIs || @RESULTSdotcom

45. 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

46. Single point
accountability
Questions / Answers:
#realKPIs || @RESULTSdotcom

47. Many can be involved,
but only 1 person can be
named accountable
for each KPI
Questions / Answers:
#realKPIs || @RESULTSdotcom

48. Industry / Business Model KPIs
Teams / Functional Area KPIs
Individual KPIs
(What’s your daily / weekly number?)
Questions / Answers:
#realKPIs || @RESULTSdotcom

49. Activity Effectiveness Outcome
# Sales Presentations (activity)
% of Prospects that purchase (effectiveness)
# Sales -> Sales revenue (outcome)
Questions / Answers:
#realKPIs || @RESULTSdotcom

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

51. Team / Functional Area KPIs (example)
Team / Functional Area name = (e.g. Fitness Center 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

52. KPI Hierarchies (roll ups) (example)
Team / Functional Area name = (e.g. Fitness Center 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

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

54. Industry / Business Model KPIs
Teams / Functional Area KPIs
Individual KPIs
(What’s your daily / weekly number?)
Questions / Answers:
#realKPIs || @RESULTSdotcom

55. Imagine this…
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 (or team) is
performing
 If the KPI’s are “green” you can go back to sunbathing
 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?
Questions / Answers:
#realKPIs || @RESULTSdotcom

56. Leadership Team: Industry / Business Model KPIs
Industry Type = Performance Thresholds
KPI Description Person
Accountable
Measurement
Frequency RED YELLOW GREEN
Questions / Answers:
#realKPIs || @RESULTSdotcom

57. 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

58. Industry / Business Model KPIs
Teams / Functional Area KPIs
Individual KPIs
(What’s your daily / weekly number?)
Questions / Answers:
#realKPIs || @RESULTSdotcom

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

60. 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

61. Team / Functional Area KPIs (example)
Team / Functional Area name = (e.g. Fitness Center 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

62. Team / Functional Area name = (e.g. Fitness Center 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
KPI Hierarchies (roll ups) (example)
Questions / Answers:
#realKPIs || @RESULTSdotcom

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

64. Industry / Business Model KPIs
Teams / Functional Area KPIs
Individual KPIs
(What’s your daily / weekly number?)
Questions / Answers:
#realKPIs || @RESULTSdotcom

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

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

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

68. 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

69. 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

70. 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

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

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

73. “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

74. “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

75. 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 performance thresholds – adjusted regularly
- KPI data kept current and visible every week
- Person held firmly accountable for performance
- Progress praised and recognized

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

78. Strategy Centre
1-Page Plan

79. Strategy Centre
Thought Leadership Library

80. 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

81. 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

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