Submitted by Angela Walters on Tue, 13/09/2016 - 10:11
12 September 2016 - Enterprise KPIs - Aligning Metrics Across Complex Service Networks - Andy Neely
Often service contracts involve multiple different organisations working together, pool their skills, resources and capabilities. A challenge this poses is how do you measure the performance of the network of organisations involved in delivering the service. If every organisation seeks to perform against their own internal key performance indicators (KPIs) there’s a danger of conflict and tension. In this webinar Andy Neely, Director of the Cambridge Service Alliance, explains the methodology the CSA has developed for identifying and defining multi-organisational KPIs. Using a case study from BAE Systems, Andy illustrates the steps and tools involved in identifying and selecting KPIs that can be used to drive performance across the service network rather than within a single firm.