Metrics,

Measures, and KPIs

Speaker: Doug Tedder
Sponsored by:
Stay in touch with HDI

Follow us on
Twitter: @ThinkHDI

connect.ThinkHDI.com
HDI and itSMF-USA
Today’s Speaker

Doug Tedder
Principal, Tedder Consulting, LLC
Acknowledgements
COBIT® is a registered trademark of ISACA
HDI® is a registered trademark of HDI, a part of UBM LLC.
ITIL® is registered trademarks of AXELOS Limited.
All other trademarks that may appear in this presentation are the property of their respective
owners.

References
“COBIT 5: A Business Framework for the Governance and Management of Enterprise IT”, ISACA,
2012.
“HDI Support Center Manager”, UBM LLC, 2016.
“ITIL® Practitioner Guidance”, AXELOS Limited, 2016.
“ITIL® Service Strategy”, “ITIL® Service Design”, “ITIL® Service Transition”, “ITIL® Service Operation”,
“ITIL® Continual Service Improvement”, AXELOS Limited, 2011.
“To Measure is to Know”, Leister, Susan and Suzanne Tran. www.qualityprogress.com. November,
2015. Retrieved July 14, 2017.
Welcome!

The original title for this webinar was:

“Everything you ever wanted to frequently ask
about measures, metrics, and KPIs but were
afraid to ask because you weren’t sure if you
were going to get an answer because the
questions had been frequently asked.”

But I changed my mind.

And it wouldn’t fit on the title slide.
So, let’s just go with this….

…With Answers!
What are CSFs, KPIs, Metrics, and Measures?

• A Measure is a quantitative unit or standard

of measurement – the amount of degree of
something
• A Metric is derived from measures; it is a
quantitative and periodic measure used for
the purposes of assessment or comparison
• A Key Performance Indicator (KPI) quantifies
management objectives and enables
measurement of a Critical Success Factor
§ A KPI is a Metric!
• A Critical Success Factor (CSF) is qualitative; it
is a key factor, condition, or activity that must
be present to ensure success
§ CSFs are not measurable
What does this look like?

Goals and Objectives

Critical Success Factors

KPIs

Metrics

Measures
Why is this so important?
Are Metrics and Measures the same thing?
What are the types of metrics?
Type Description
Timeliness When a specific milestone or deliverable is
met
Quality How well a deliverable meets the
requirement of the customer
Efficiency The amount of resources required to
complete a deliverable versus the
expected amount of resources
Cycle Time The time to complete a task or deliverable
Leading Indicator Predictive; indicate likely performance
Lagging Indicator Actuals; the results at the end of a time
period, characterizing historical
performance
Are Metrics the same as KPIs?

• Not all metrics are KPIs

• All KPIs are metrics
An everyday example
 How to identify a basic set of metrics to publish?

Financial

Internal
Vision + Learning and
Business
Strategy Growth
Processes

Customer

Balanced Strategic Your

Scorecard Framework Boss
Will measures change over time?

New Maturing

Progress Compliance Effectiveness Efficiency

“Are we on “Doing what we “Doing what it’s “Best
plan?” said we would suppose to do” performance for
do” minimum
cost/effort”
• Milestones • “Yes/No” • Percentage • Cost
• Achievements • “Pass/Fail” of… • Trends (doing
more with
less)
What about reporting?
Ask these six questions
before developing a report:
• Who is it for?
• What is the purpose?
• What is being done as a result
of the report?
• Who is doing it?
• What data is needed?
• What is the report frequency?
• What is the format or media
of the report?
What about surveys?

Three important questions

to answer before doing
surveys:
• Why are you doing the
survey?
• What will be done with
the responses?
• Who is responsible for
communicating survey
results and actions?
My preferred survey method

Why did you give us this rating?

What are the right metrics for me to publish?

The right metrics to publish must

meet these criteria:
• Makes sense to your business
• Supports strategic objectives
• Provides a balanced perspective
• Helps you tell the right story
Thanks for listening!

Doug Tedder
Tedder Consulting LLC

Follow me!
@dougtedder
linkedin.com/dougtedder
dougtedder.com
Please take a moment to rate this webinar!
 Join us on
Tuesday, August 15
for our next HDI webinar