KPI's - Are you measuring the right stuff?

Businesses operate in environments that are defined by their key stakeholders. Consider a Hotel: its key stakeholders are the owner, it's customers, suppliers, employees, and the community in which it operates. The Hotel will only do well if it has strong relationships with all these stakeholders. If it has poor relations with its employees, it will struggle to deliver satisfactory service and to prosper. If it has poor relations with its customers, it won’t be long before the business goes belly up. In fact, an organization is only as strong as its weakest link within its group of key stakeholders. That’s why I tell clients that “measuring performance is measuring relationships.”

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