10 May 2021 Monday
Is performance or value?
Key Performance Indicators (KPIs) are indicators of the performances of businesses, companies and even individuals in order to achieve the goals they set. Businesses use numerical indicators such as the annual revenue growth rate, the number of persuaded and retained customers, and the number of new customers to measure their success and shape their future plans based on this data. But what if the next period is not like the past?
That's why new generation businesses and managers are also interested in Key Value Indicators (KVI) when planning the future. Because the customer is not interested in the KPI, the customer is interested in the value created for his/her. So how is this value created? Is it to provide fast service, delicious food and hygienic environment for a restaurant operator? Or for a call center serving other companies, is it answering calls and performing technical support, order processing and order tracking? No, these are all KPIs.
Operators who want to create value in their restaurants are rewriting the formula of profitability and efficiency every time by producing special solutions for different customer groups. By really focusing on the essential needs of the customer, he can turn this into a great customer experience and a value for his business. The call center, on the other hand, can solve customers' problems exclusively by establishing units suitable for the customer profile instead of common solutions provided to everyone. In short, the number of customers and profits of businesses that produce Key Performance Values are gradually increasing.
References
Başak Tecer/HBR Türkiye ‘’ Çeviklik KPI Meselesi Değil, KVI Meselesi’’ https://hbrturkiye.com/blog/ceviklik-kpi-meselesi-degil-kvi-meselesi
Fanny Rebuffat/GDE ‘’ What’s the difference between KPI and KVI ?’’ https://globaldataexcellence.com/whats-the-difference-between-kpi-and-kvi/
Res. Asst. Merve TOSUN
