Conversations from the Mirror42 Team

Be positive or be negative: it is a choice

by Erik Hoffmann on Jul 12th, 2007

When designing a Key Performance Indicator (KPI) you have a choice to approach the measurement with either positive or negative attitude. For example, take a simple KPI for customer requests. These requests can be solved on-time or outside the set time limits. There are basically two choices in designing a KPI measuring how many customer requests are solved within the set time limits:

(a) % of requests solved within the set time limits (postive)
(b) % of requests not solved within the set time limits (negative)

It is up to you.

 
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2 Responses

  1. Antonio Valle

    Well, Erik. It’s just a matter of what do you want to express and a psicological way to show the information. It does not seems to be the same if you report a 93.5% availability or a 6.5% unavailability… it’s the same, but it looks different!

    :-)
    Regards!
    Antonio

    posted on July 12th, 2007 at 5:54 pm

  2. Erik Hoffmann

    Antonio, you are absolutely right. it was the point i was trying to make. i believe in a positive attitude :-)

    best regards.

    -Erik

    posted on July 12th, 2007 at 7:20 pm