Month: March 2014
Managing KPIs with Excel?
Are you managing KPIs with Excel? I often hear that Excel is not capable of managing KPIs but in reality that is rare. Consider this, your PC, laptop or tablet has more than a million times the computing power of the Apollo moon missions. Excel is an extraordinarily powerful, flexible and widely used application. So…
The wrong KPI. Dangers of the ‘obvious’ measure
A powerful example of wrong KPI is a measure used in call centres. Many of us have experienced a call centre agent who is clearly dying to get us off the line (even if they are scripted to hurriedly ask you ‘Is there anything else I can help you with today, Mr Smith?’). The…