http://www.terrificmentors.com/2009/06/03/key-performance-indicators-kpis-and-trust/ John Bittleston, Eliza Quek & Denise Pang – Career, Business and Personal Mentors Wed, 19 May 2010 01:14:23 +0800 http://wordpress.org/?v=2.9.2 hourly 1 http://www.terrificmentors.com/2009/06/03/key-performance-indicators-kpis-and-trust/comment-page-1/#comment-16 PANG Kian Tiong Wed, 19 May 2010 01:14:23 +0000 http://terrificmentors.com/?p=247#comment-16 ... as opposed to our working for it ... certainly strikes a (my) cord. Oftentimes, here in Singapore, rules, processes, systems, ... are set up purportedly to serve better. But serve who? How better? They usually turn out to serve the auditors, or efficiency, or ... - but never quite the customers or the users. Of KPIs, I am most confused by what I perceive as KPIs that do not seem to be aligned with the organisation's mission and even vision. But must KPIs be necessarily so aligned?! There is some truth in your hospital example. Here's mine: Teachers' KPIs are the number of passes but it is assumed that the pupils really understand/learn what they are taught! … as opposed to our working for it … certainly strikes a (my) cord. Oftentimes, here in Singapore, rules, processes, systems, … are set up purportedly to serve better. But serve who? How better? They usually turn out to serve the auditors, or efficiency, or … – but never quite the customers or the users.
Of KPIs, I am most confused by what I perceive as KPIs that do not seem to be aligned with the organisation’s mission and even vision. But must KPIs be necessarily so aligned?! There is some truth in your hospital example. Here’s mine: Teachers’ KPIs are the number of passes but it is assumed that the pupils really understand/learn what they are taught!

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