Examples of Normal KPIs

Business Processes KPIs

The following are examples of KPIs for evaluating performance of business processes:

1. Processes completed within +/- 10% of projected schedule dates

2. Normal process period

3. Typical process late time

4. Percentage processes where allocated resources are less than the scheduled resources

5. Average completion time for tasks

6. Costs of processes which were stopped

7. KPIs in Service Level Agreement

SLA performance KPIs

1. Percentage requirements settled within normal time duration

2. Outage (unavailability) percentage due to execution of services

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Examples of Normal KPIs

3. Normal time taken to resolve incidents

4. Service availability time (downtime)

5. Actions due against preceding review of SLA

6. Availability - mean time between failure and mean time to repair

7. Communication percentage responded timely

8. Customer problems solved by first phone

9. Complaints received in a particular time duration

10. Phone calls answered per hour

11. Weekly calling time

12. Number of service requests per each employee within defined duration

13. Number of emails not responded in a defined time duration

Service Quality KPIs

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Examples of Normal KPIs

1. Request initiation to task completion time

2. Calls managed by each staff of call centre

3. Number of reminders issued

4. Complaints by customers

5. Service rankings by customer

Efficiency KPIs

1. Average cycle time from request to delivery

2. Volume of tasks per staff

3. Customer ratings of service

4. Errors in processes

5. Customer complaints

6. Errors by humans

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Examples of Normal KPIs

Also read:

- 10 Important Procurement KPIs - 10 Most Important Marketing KPIs - Top Sales Performance KPIs - What is a KPI Dashboard

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