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KPI / SLA Methodology

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Business Needs, Global Practice and current KPIs will lead to refined metrics through a filtering process that closely involves Business and IT

Step1. Identify categories for KPIs
◎Current KPIs with additions and subtractions
◎New areas to be monitored derived from business interviews
◎Additional categories adopted from global “common practice”

Step2. Areas to be covered in new KPIs

Step3. Determine Suitable metrics to measure categories
◎Adopt metrics from global “common practice”
◎Create new metrics for all other areas not available with “common practice”

Step4. MI
◎Complete list of monitoring indicators (MI); approx. 200
◎Determine collection mechanisms that are effective and efficient

Step5. KPI
◎Prioritized list of key performance indicators (KPI); approx. 20-30
(These KPIs used to actively and change behaviors as required)

Step6. SLA
◎Select major KPIs or assign weights to form SLA
◎Define SLA incentives

Step7. Pilot and Refine

(Reference and lesson learned from some PROJ)


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