KPI Definition
|
Unit of Measure
|
Frequency
|
Remarks
|
No.
of opportunities identified for new or modified services
|
Number
|
Quarterly
|
This
KPI reflects efficiency of the process to determine new opportunities.
|
Number
of Planned New Services
|
Number
|
Half Yearly
|
This
KPI highlights the number of new services that are developed following a
strategic review.
|
Number
of Unplanned New Services
|
Number
|
Half Yearly
|
This
KPI highlights the number of new services which are developed without being initiated
by strategic reviews.
|
Number
of new customers won
|
Number
|
Quarterly
|
This
KPI determines the effectiveness of the process. It reflects the number of
customers won because of the strategic initiative for a new service.
|
Number
of lost Customers
|
Number
|
Quarterly
|
This
KPI determines the ineffectiveness of the process. It reflects the number of
customers that have been lost to competing service providers because of the
inability of the management to make a strategic decision to plan for a new
service.
|
Saturday, November 2, 2013
KPI: Strategy Management For IT Services
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