Bettina Pickering: choosing the right
KPIs could mean the difference between bankruptcy and
profitability
Most companies have experienced the following scenario: a
great deal of work has gone into the design and implementation
of a new system and new or changed processes, the implementation
was successful and the system and new processes have gone
live on time. However, after a while, this perfect picture
starts to break up: users insist they need different reports
or additional non-standard functionality.
They continue to use other programs such as Excel and Access
to build their own reports and databases, in addition to those
in the main system. Staff revert back to the old processes
fully or in part, or they create their own deviations from
the new process.
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