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Understanding fully well APM is scenario-based, I still want to ask this question. When asked to come up with KPIs or evaluate the suitability of KPIs I know I have to think 1) SMART 2) OBJECTIVES/MISSION 3) WILL KPI encourage dysfunctional behavior? Please aside these three what else should I look out for
Yes, that’s pretty much it.
Start with mission/objectives and ensure all aspects are addressed. Also remember non-financial and qualitive KPIs like quality of service, flexibility, innovation. The Kaplan and Norton balanced scorecard can be very useful to ensure you widen your ideas.
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