1. Performance Software and KPIs John Aderibigbe www.dutconsulting.com

11. Process Goal (KPI) Measure Definition Measurement architecture Service level management Improve ability to track and meet service levels agreed to with clients % increase or decrease in meeting service level Tracked through incident management and monitoring Change management Reduce incidence caused by unauthorized change % reduction in the number of incidents resulting from unauthorized changes Tracked through incident management and change management and monitoring Sales Increase Customer satisfaction % reduction in order cancelation, late shipment, incomplete order shipment, returns and customer attrition. Tracked through incident and process management and monitoring

14. Visualization of Key Performance Indicators Detailed Metrics that Visually Represent Order Cancellation by Sales Process Stage