Below is the continuation of the transcript of a Webinar hosted by InetSoft on the topic of "Best Practices for Key Performance Indicators." The presenter is Mark Flaherty, CMO at InetSoft.
Mark Flaherty (MF): It’s probably not a good idea to mix up the audiences and intentions of dashboards. It doesn’t make sense for senior executives to drill down too granularly. Do they have time to really look at the details of every marketing campaign. Would they understand what they are looking at? Summary-level views are best for them.
For instance, in customer service, how many complaints are coming in every day. What are the main sources, the call center, the agents, the field reps? Those are the summary level kind of key performance indicators that management needs to see.
It’s always a good idea for an operational employee to understand the impact of their own operational performance metrics, the ones they are managed by, on the overall goals of the company to understand how they play a part in the company’s success. But they don’t need to be seeing on a daily basis how those executive level metrics are performing.
Let’s talk about the difference between the presentation layer of KPIs and the back-end. There is a very tight relationship between performance management and master data management, meaning if you’re defining the key metrics top to bottom that will help us perform better as a company, those metrics better be right. They better be accurate. Make sure the quality of the data, the integrity of the data, is there to make sure that performance is being managed properly.
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Below is the continuation of the transcript of a Webinar hosted by InetSoft in July 2010 on the topic of Best Practices for Key Performance Indicators. The presenter is Mark Flaherty, Vice President of Marketing at InetSoft.
Dashboard software has been established as a highly effective business intelligence tool. Dashboards can be monitoring-oriented or analysis-oriented and are a foundation of performance management software.
InetSoft Technology Corp.
InetSoft Technology Corp.