As a business owner and manager I had a couple of things that I just had to know every day. First, I needed to know how my customer service ranked among my competition and secondly, how I can get the edge and maintain the edge on my competition. But before you, as a great business owner, manager or leader, can expect to better your service you need to know how to evaluate it.
Key Performance Indicators (KPIs) are common measurements that we have compiled from the best companies within Success Group International. They are designed to be a guideline that a company strives to achieve and exceed over time. Each of our affinities has its own set of KPIs for all aspects of your business and they are there to guide you like a lighted pathway in the dark.
Here are few areas that you need to know about:
- Revenue & Growth. Revenue growth measures the performance of the company in terms of sales. The following must be considered: The total sales of the business, the total sales of the sales team, the average sales ticket of the sales team, and the team member’s average ticket.
- The Efficiency of Your Service & Installation Departments. The following should be considered: The first time completions of the technicians, the number of callbacks, the installation of equipment completion time, and the execution of the service process in the customer’s
- The Operational Performance of the Company. The following should be considered: The overall cost of operations (SG&A) is less than the allowed amount and should always continue to look for wasted spending.
- The Overall Profitability of the Company. The following should be considered: The bottom-line performance of the company, and whether the company is at 15-20%, 10-15%, 5-10%, 0-5%, or 0% or less.
The key is to line up your actions and efforts with the areas of needed improvement. This will allow you to be part of the solution, better understand your role in the process, and know what your role is as owner. The crucial factor is to consistently improve these goals every day and you will be on your way to true Operations Accountability!