KPIs and baselining your intranet - Bryan Robertson
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© OpenRoad Communications 2010 / 2011 Bryan Robertson Sr. Analyst OpenRoad Establishing KPIs / Baselining Your Intranet
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The old axiom applies to intranets too: what gets measured gets done. Learn from analytics expert Bryan Robertson how to establish metrics that can be used to measure success and establish a baseline to measure intranet performance going.
Transcript of KPIs and baselining your intranet - Bryan Robertson
© OpenRoad Communications 2010 / 2011
Bryan Robertson
Sr. Analyst OpenRoad
Establishing KPIs /
Baselining Your Intranet
© OpenRoad Communications 2010 / 2011
DEFINITIONS
PP Digital – (CC)
Benchmarking
comparing one's business processes
and performance metrics to industry
bests Flickr Creative Commons - Dawn Endico – http://www.flickr.com/photos/candiedwomanire/36075713/
Baseline
initial known value which is used for
comparison with later data
Flickr Creative Commons - Justin Scott Campbell – http://www.flickr.com/photos/29143375@N05/4948013233/
KPI – Key Performance Indicator
“(KPIs) are simply a tool for assessing the impact
of a particular project or activity.
While these are often numeric in nature („improve
sales by 20%‟) they can also be qualitative
(„improve staff satisfaction levels‟).
In either case, metrics provide clear and tangible
goals for a project, and criteria for project
success.”
-- James Robertson “Metrics for knowledge
management and content management”
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© OpenRoad Communications 2010 / 2011
MEASUREMENT PROCESS
© OpenRoad Communications 2010 / 2011
Measurement Process
Clear strategyWell formed
KPIsSound
implementation
Measurement & Improvement
Process
© OpenRoad Communications 2010 / 2011
Measurement Process
Clear strategyWell formed
KPIsSound
implementation
Measurement & Improvement
Process
Clear Strategy
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© OpenRoad Communications 2010 / 2011
Measurement Process
Clear strategyWell formed
KPIsSound
implementation
Measurement & Improvement
Process
© OpenRoad Communications 2010 / 2011
KPI DEVELOPMENT
Define Success
Flickr Creative Commons - Charlie Cowins – http://www.flickr.com/photos/charliecowins/3891418262
© OpenRoad Communications 2010 / 2011
Physical
AttitudinalExperiential
Technical
Behavioural
Financial
Success Evidence
© OpenRoad Communications 2010 / 2011
Success Examples
Financial Spend less money on paper
Behavioural Employees store proposal documents
in SharePoint instead of the LAN
folders
Technical Intranet pages will load more quickly
than the old CMS
Attitudinal Employees express satisfaction with
the intranet
Experiential Time required to submit expenses is
reduced
Physical Intranet users exhibit lower symptoms
of stress
© OpenRoad Communications 2010 / 2011
Draft KPIs
© OpenRoad Communications 2010 / 2011
Metric Examples
Spend less on paper • Monthly paper spend
• Monthly paper spend per employee
Proposals stored in
SharePoint
• SharePoint proposal folders created per month
• Ratio of SharePoint to non-SharePoint proposal
folders
Intranet page load • Weekly average page load time
• Daily maximum page load time
Employee
satisfaction
• Average employee intranet satisfaction rating
(survey)
Expenses task time • Average monthly time to submit expenses
Fewer stress
symptoms
• Average resting heart rate per shift
© OpenRoad Communications 2010 / 2011
Review KPIs
it
orm
unction
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© OpenRoad Communications 2010 / 2011
Review KPI Fit
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© OpenRoad Communications 2010 / 2011
Review KPI Form
“ Use rates, ratios, percentages and averages
instead of raw numbers
Leverage tachometers and thermometers and
stoplights instead of pie charts and graphs
Provide temporal context and highlight change
instead of presenting tables of data
Drive business-critical action”
-- Eric T Peterson “The Big Book of Key
Performance Indicators”
© OpenRoad Communications 2010 / 2011
Review KPI Function
On strategy?
Have buy-in?
Mission critical?
Flickr Creative Commons - Jarek Pelczynski – http://www.flickr.com/photos/xjara69/3387985048/
© OpenRoad Communications 2010 / 2011
Measurement Process
Clear strategyWell formed
KPIsSound
implementation
Measurement & Improvement
Process
© OpenRoad Communications 2010 / 2011
IMPLEMENTATION
Sound
© OpenRoad Communications 2010 / 2011
Design to measure
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© OpenRoad Communications 2010 / 2011
Measurement Project
Planning
Development
Processes
Testing
ppdigital – (CC)
© OpenRoad Communications 2010 / 2011
Measurement Process
Clear strategyWell formed
KPIsSound
implementation
Measurement & Improvement
Process
© OpenRoad Communications 2010 / 2011
MEASUREMENT
© OpenRoad Communications 2010 / 2011
Data points for trend
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© OpenRoad Communications 2010 / 2011
Determine baseline
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© OpenRoad Communications 2010 / 2011
Reporting
© OpenRoad Communications 2009
© OpenRoad Communications 2010 / 2011
Action
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© OpenRoad Communications 2010 / 2011
SUMMING UP
© OpenRoad Communications 2010 / 2011
Measurement Process
Clear strategyWell formed
KPIsSound
implementation
Measurement & Improvement
Process
Flickr Creative Commons - mandiberg – http://www.flickr.com/photos/theredproject/3302110152/
© OpenRoad Communications 2010 / 2011
Bryan Robertson
604.694.0554 x105
twitter.com/bryantrobertson
thoughtfarmer.com/blog
