Ongoing Support and Refinement of KPIs and CSFs

Many organizations have performed worthwhile key performance indicators (KPI) groundwork, only to have it fail or become buried when the originator leaves the organization. It is, therefore, important that the use of KPIs become widespread in an organization and that it be incorporated into its culture. Although most KPIs should always be maintained because of their relevance to the organization-wide critical success factors (CSFs), there will be some changes through constant improvement, refinement, and the introduction of a new CSF. To understand how this stage fits within the KPI methodology, an overview of the important work that needs to be done is presented in this chapter. There needs to be a careful process before there are any changes to the suite of CSFs and their associated measures. Teams will need to modify and change some of their KPIs and PIs as priorities change during their journey of process improvement.