I’ve talked about it before - how KPI’s and other measurements with rewards and penalties attached can lead to behavior you didn’t expect.
While this example isn’t from Facilities or Property Management, it does illustrate the issue quite nicely and has relevance to anyone who is measuring customer or service satisfaction in their property or facilities. Continue reading »
Having been on the supplier and the client side in the past, I know that Key Performance Indicators (KPI’s) themselves don’t result in performance. While some people like the carrot and stick approach, you need a management approach that uses measurements (and other techniques, not just KPI’s) to get performance. Don’t just rely on a passive performance measurement system. In fact, sometimes KPI’s can even drive the wrong behavior if you aren’t careful. Continue reading »
I had the pleasure of being invited to speak at the 2009 International Maintenance Excellence Conference recently. (IMEC.ca) Here is the blurb:
Do You Want Better Results? Don’t Just Measure Performance, Manage It!
Performance isn’t just about measuring results. You must implement management techniques that use performance measures proactively to drive behaviour and improve results. Start with measurement data and KPI’s, understand their impact on employee and subcontractor behaviour and implement a management approach that influences behaviour and drives results.
The conference is hosted by the University of Toronto’s Centre for Maintenance Optimization & Reliability Engineering (C-MORE) and organized by the publishers of Maintenance Technology Magazine.
My topic was a little different for the conference, which has an emphasis on technology, statistics and science to improve reliability, often for production facilities, factories and other organizations where high reliability and minimal unscheduled downtime are critical.
Continue reading »
I’ll be delivering a short seminar on Managing Performance at the upcoming International Maintenance Excellence Conference on September 9, 2009.
The title is “Do you want Better Results? Don’t Just Measure Performance, Manage It!” Continue reading »
The search term “penalize your supplier” in a Google search recently led someone to my web site, www.StrategicAdvisor.ca
They landed on our performance measurement article, which certainly has those words in the content, but then they quickly went somewhere else - probably because we don’t talk about penalizing suppliers - we focus on managing supplier performance to get results in a proactive, constructive way. Continue reading »
My recent magazine article on getting the right service level from your outsourced (or subcontracted) service provider has been published and already I’ve received positive feedback. This article came from a startling statistic from a recent IFMA research report that said getting the right service was an issue with 78% of the facility executives surveyed. Continue reading »
There is a growing trend to implement effective performance measurement systems and frameworks (KPI’s and SLA’s) for subcontracted and outsourced functions, but very few organizations measure their internal services with the same tools. Continue reading »
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