Key Performance Indicators

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Key Performance Indicators

• Paul Leake

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Key Performance Indicators

• What are Key Performance Indicators?
• What is the process for identifying Key
  Performance Indicators?
• What Key Performance Indicators may be suitable
  for Norcare

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Why measure performance?

• If you dont measure results, you cant tell
  success from failure
• If you cant see success you cant reward it
• If you cant reward success, youre probably
  rewarding failure
• If you cant see success, you cant learn from it
• If you cant recognise failure, you cant correct
  it
• If you can demonstrate results, you can win
  public support
• What gets measured gets done.

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What are Key Performance Indicators?

• Monitor and measure service delivery and business
  performance
• Those indicators that identify whether the
  organisation is meeting, or failing to meet, its
  aims and objectives

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Identifying KPIs

• Related to strategic aims
• Identify what makes the organisation a success or
  a failure
• Controllable and Accountable
• Owned by organisation
• Outcomes or pre-requisites
• Long-term / Short-term
• Qualitative vs Quantitive
• SMART

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SMART

• Specific
• Measurable
• Achievable
• Relevant
• Timed

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Common Problems

• KPIs not related to strategy
• Short-termist
• Backward looking
• Used to punish rather than motivate and equip
• Too many measurements

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KPIs for Norcare

• A note of caution
• Rejected KPIs
• Suggested KPIs

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Rejected KPIs

• Source of referrals
• Number of repairs to property
• Number of complaints (SH)

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Suggested KPIs

• Corporate KPIs
• KPIs in each operational area

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Corporate KPIs

• Staff Absences
• Percentage of expenditure spent on direct
  charitable expenditure
• Percentage of contract income from largest three
  commissioners
• Percentage of staff meetings assessed training
  needs

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Service KPIs Supported Housing

• Numbers of referrals
• Occupancy rate
• Length of stay
• Destination on departure
• Housing Management (eg repairs dealt with within
  one week, tenancy turnaround time)
• Offending behaviour

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Service KPIs Floating / Tenancy Support

• Number of referrals
• Capacity
• Length of support
• Success rate in obtaining / maintaining
  accommodation
• Offending behaviour

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Service KPIs Addiction Services

• Number of referrals
• Stopped substance misuse
• Reduced substance misuse
• Accommodation obtained / maintained / secured
• Gained employment
• Entered education / training

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Service KPIs Volunteer Services

• New enquiries
• New recruits
• Total task / training hours
• Volunteers moving into education or employment