Criteria for evaluating the work kpi conditions for. How to almost accurately assess the performance of a company, departments, employees using KPI, the principles of their development and implementation, practical examples and useful tips

In the article we will tell you what key performance indicators (KPIs) are, how KPIs are calculated. We give detailed step by step algorithm to implement KPIs. We will tell you how to use this indicator to motivate staff. Bonus - a table with examples of KPI for a personnel officer.

From this article you will learn:

★ Staff motivation

What is KPI

Deciphering KPI means translated from English (Key Performance Indicators) - "key performance indicators". Sometimes KPIs are translated as "Key Performance Indicators", but this variant is less common. The KPI system is used by large corporations with a developed network of branches and a large staff.

KPI is an important and effective tool for an HR manager that will allow you to:

1. Assess the performance of staff.
2. Monitor how efficiency is maintained throughout the workflow.
3. Manage workflow.
4. Set specific goals for your staff.

Explaining to management and employees what kpi is in simple words will help you Alla Piskunova, HR Director of LGK-Logistics:

Example of key performance indicators (kpi)

In state big store household appliances 12 sales consultants. The HR manager of the store evaluates the performance of the sellers according to the following criteria:

Criterion #1- the ratio of the number of buyers with whom the seller communicated with the number of those who subsequently made a purchase (in percent);

Criterion #2- average check of the buyer;

Criterion #3- the percentage of overfulfillment of the plan.

This minimum set of criteria already allows you to calculate the KPI (key indicators) of the seller and evaluate its effectiveness. The HR manager can monitor the implementation of KPIs and maintaining efficiency throughout the day or month. The experts of the HR Director magazine will tell you,

By definition, KPI allows you to manage the workflow and set specific tasks for the staff. How it works in practice:

In our example, the minimum set of criteria for calculating KPI. In practice, the average number of KPI criteria is 5-8.

Examples of KPIs for a HR document management specialist

Types of key performance indicators

Key performance indicators are simple and derivative.

Examples of simple KPIs:

• KPI result (outcome indicators, expressed quantitatively or qualitatively);
• Cost KPIs (indicators of the number of costs).

Examples of derivatives KPI indicators:

• KPI performance - the ratio of the result and the time spent;
• Efficiency KPI - the ratio of the result and the resources spent.

The experts of the magazine "Director of Human Resources" will tell you,

and understand if you made a mistake when setting KPIs for them.

3 main principlesKPI development

Principle #1.KPIsshould be simple and easily measurable.

This will enable comparison and prevent misinformation.

Principle number 2. The cost of measurement should be lower than the benefit ofimplementation of KPI.

Too complicated and expensive procedure for measuring indicators will negate all the advantages of switching to KPI.

Principle number 3. The measurement results should be used in the work.

If you measure indicators only for the report and do not take any further steps, then the measurements are meaningless.

The experts of System Kadra will teach competently

Pros and cons of KPIs

Howcalculate KPI: algorithm and example

AlgorithmKPI calculation

Step 1. Choose from 3 to 5 performance indicators.

For example, indicators for the seller of an online store:

1. New customers.
2. Buyers who have reordered.
3. positive recommendations.

Step 2 We determine the weight of each indicator. The total weight of indicators is 1, and heaviest weight- at the most important.

1. New customers - 0.5.
2. Buyers who made a second order - 0.25.
3. Positive recommendations - 0.25.

Step 3 We collect and analyze data on selected indicators during the month.

Step 4 We calculate KPI using the formula:

KPI index \u003d Indicator weight * Actual / Plan

Fact - actual result

Plan - planned result.

Step 5 We calculate the salary taking into account the KPI index.

Example of KPI calculation

Such a calculation system motivates sellers to attract new customers and work with old ones.

Use the materials of "System Personnel":

Sales KPI Matrix

Forwarding driver KPI matrix

Implementation of KPI in the company: 7 stages

Stage 1. Find out what indicators affect profit. We determine who in the company influences these indicators.

Stage 2. We select key indicators, i.e. indicators that have the greatest impact on profits. We appoint an employee responsible for them. For each department, we assign 2-3 clear KPIs.

Stage 3. We explain to employees how the achievement of key indicators affects wages (financially motivate them).

Stage 4. We monitor whether the employee is able to achieve targets. If yes, go straight to Stage 6. If not - to Stage 5.

Stage 5. We find out the reason. If the employee is not at fault, we change the conditions. If an employee fails, we change to another.

Stage 6. We constantly adjust the KPI system - remove obsolete indicators and add new ones.

Stage 7. We are adjusting the motivation system: we explain what parameters and how they will affect wages.

KPIs are key performance indicators for an employee. The KPI system is used by large corporations with a developed network of branches.

KPI is an HR manager's tool that will allow you to evaluate the performance of your staff, manage your workflow, and set specific goals for your staff.

The implementation of the KPI system is an important step for the company towards increasing the efficiency of each employee and the enterprise as a whole.

Western companies have long used a system of key indicators to motivate employees, while in our country only large organizations are gradually starting to introduce such an approach, and not always correctly.

A well-built KPI system allows you to best customize the work of the organization, all its departments and each employee individually. It allows:

• find out the goals of the company and convey them to employees;
• to motivate the team to achieve goals and qualitatively fulfill the assigned duties;
• increase the growth of the company's performance in the end.

But do not take KPI as a panacea. It is not enough to simply “set a bar” for each employee, tie pay for work to this bar, and watch how employees jump above their heads in pursuit of a bonus. The implementation of KPI is a complex and lengthy process that requires a lot of time and effort, both from the manager and employees. The whole company should be involved in the process of developing a system of key indicators - this is the only way to avoid the effect of "rejection of novelty", and the most adequate perception of the new scheme of work.

KPIs are the best introduce gradually. Watch the reaction of your employees - if they are negative about this idea, it is better not to rush, but first to conduct extensive outreach and training. Only if the staff will be favorable to the changes and will understand why they are needed, it will bring a good result.

Definition of key indicators

It is very important to develop such KPI , which will be correlated with the main goals of your company and will be realistically achievable. That is, those that the employee himself can influence. It makes no sense to set indicators that a person cannot influence in any way - for example, the number of calls from the site for the sales department (for tracking). ThisKPI for a marketer or SEO specialist.

Consider what role the employee plays in your company and what you want them to do better. This could be an option KPIs. Each employee in the company should have their own performance indicators.

For a sales employee these will be: the number of outgoing calls, the size of the average check, deals made, the number of sent CPs.

Lawyer's KPI– the number of cases won and thus saved funds for the company.

The job of a marketer can be assessed by the market share occupied by the enterprise, by the number of attracted customers and by ROI.

ForSEO Specialist key indicators can be the position of the site, the number of applications from the site.

Developing KPI, it is very important to correctly prescribe the calculation formulas, explain them, and agree with each employee. It is important to achieve an understanding of what exactly, and how it will be calculated wage to every employee. A person must understand what he can influence and how to earn more and improve the state of affairs in the company.

The implementation of the system of key indicators takes place in several stages.

1. Development of KPI in relation to the goals and overall strategy of the company.

At this stage, you need to initially determine the overall goals of the company. This can be an entry into the top 10 companies in their niche in the region, a certain sales turnover, access to international market and others. Once you've identified your goals, you need to categorize them as important (priority) and non-priority. Otherwise, you can direct the efforts of employees in the wrong direction.

Involve department heads and employees in creating the pyramid of goals. The more people involved in the process, the better. The more information you collect, and if you listen to the opinion of the employees themselves, the more likely it is that the goals will be real and achievable.

As an example, let's take the sales department in your company. Discuss with the head of the department and employees how realistic it is to increase sales by X percent. To do this, each employee needs to increase the average check by X, and the number of calls to customers. Determine specific numbers that are not divorced from reality - this can become a KPI for employees of this department.

2. Introduction to the process, explanation to employees.

The introduction of the system must begin with an explanation to employees why it is needed. If you simply introduce key indicators, as directed from above, you may encounter misunderstanding and rejection of this system. If the opinion of employees is not taken into account, and they are simply confronted with a fact, it will not work to create a strong team and achieve their goals.

When developing a strategy, you should already take into account the wishes of employees. Now it remains to gradually introduce a new scheme of work.

When hiring, each new employee must be familiarized with the system for evaluating the effectiveness of his work, explaining what is behind each indicator.

3. Control.

Now the following question arises: you need to somehow determine the effectiveness of the work of employees, control and keep records of key indicators. Only in this way can you fairly pay for their work. You will have to count and take into account specific key indicators: for example, the number of calls per day for the sales department, the number of units for the production department, etc. Therefore, it is necessary to think over and introduce a reporting system, and automate the process of accounting for indicators.

If you have a good IT department, you can develop your own reporting solution based on Excel.

You can choose some good tracker for teamwork - there are a lot of them on the market.

The ideal solution should:

• ensure control over the work of each employee;
• collect data in a single format and bring them into one database;
• help with payroll.

4. Analysis of efficiency and refinement.

If you did everything right, then each employee will be able to track their performance and the relationship between them and wages.

Analyze the effectiveness of subordinates. A correctly introduced system for evaluating key indicators will allow you not only to sum up the results at the end of the month or quarter - you will be able to see inconsistencies even in the very process of performing work. Your task as a leader is to identify such problems in time and eliminate them.

If an employee shows poor results, this is not a reason to dismiss him or deprive him of a bonus. Consider the possibility of advanced training, training, additional explanation of the system of work in the company.

Also, periodically you will need to review key indicators for each employee. You can do this every month, when calculating wages. Some may become irrelevant, some may lose weight, or need to be revised. quantitative indicators. You can assign this task to a member of the Human Resources department.

Be sure to let's feedback. The employee must understand which actions lead to a positive result, and which do not. Perhaps it will be possible to develop a development system for each individual employee.

What exactly will emerge over time - you will see who is already ready for promotion, and who does not belong at all in your company.

Payroll based on KPI

The introduction of a KPI system must necessarily affect the payroll procedure. The following scheme is usually used: wages are divided into salary and bonuses. An employee receives a salary in any case, no matter whether he has achieved key indicators or not. But the amount of money in the bonus, bonus part directly depends on the efforts of the employee, on how many indicators he has achieved or not achieved.

Common Mistakes When Entering KPIs and Changing Payroll:

• when administered KPI salary cut back. If an employee received 15,000 rubles, and after the introduction of a system of key indicators, his salary fell to 10,000, and the rest still needs to be earned, this weakly motivates a person not only to work, but also to stay in your company in general. Therefore, before introducing a KPI system, you need to think about the budget - you must have additional funds to reward employees;
• an insignificant amount of the bonus, or vice versa, too small a salary. In the first case, the employee has a small material motivation to work well enough, in the second - too, since in case of not achieving the indicators, the person will be left with nothing. And it will scare away new potential employees from working in your company. The ideal ratio is 75% salary and 25% bonus.

You can use the formula to calculate:

And always keep your promises. If a person has earned a bonus, he should receive it anyway.

Implementing a KPI system is a long and painstaking process. It requires not only time, but also resources - moral, material. But soon, after a certain period of adaptation, you will see the qualitative and quantitative growth of your company. It will immediately become clear which employees are ballast, and those who do their job well will be rewarded according to their merits. And most importantly, everyone will understand common goal company and contribute to its achievement.

Key performance indicators are the performance indicators of an enterprise that help it achieve its goals. In any case, the main thing is efficiency. Purchasing is no exception. To improve their efficiency, there is a special system of KPI indicators - from the English Key Performance Indicators. What does it include, how to use key indicators, what are the KPIs for a tender specialist, this material will tell you.

Contract system in the field of procurement, this is a large-scale state project that is constantly developing. In addition to new requirements for customers and suppliers in the field of transparency of all ongoing tenders, the creation level playing field and obstacles to anti-competitive agreements, the authorities intend to improve the efficiency of state and municipal procurement. True, the current legislation governing the conduct of competitions and tenders, in particular laws No. 44-FZ and No. 223-FZ, do not contain a clear concept of efficiency and KPI.

The authorities decided to correct this on the basis of the Decree of the President of the Russian Federation “On the main directions public policy on the Development of Competition” and the National Plan for the Development of Competition for 2019-2020, signed by the head of state at the end of 2017. It is these documents that instructed officials to develop and put into practice key parameters for the effectiveness of where and how to develop the procurement sector in the country.

Such KPIs for civil servants (we give an example below) should relate to improving the quality of tender management, as well as improving the skills of buyers and participants. Initially, officials want to distribute mandatory requirements to key performance criteria not for the entire procurement system in Russia, but only for largest organizations, tenders in which are regulated by Law No. 223-FZ. These include, in particular, state-owned companies and natural monopolies (SEM) with revenues of 10 billion rubles or assets of 7 billion rubles. After the "run-in" of the system on large customers, it will be extended to the entire procurement sector and its participants. So you need to prepare for this and know how to calculate the KPI of procurement activities now.

What is KPI

System balanced scorecard efficiency KPI is a numerical value determined in the framework of the so-called goal-setting or the definition of strategic development goals in any direction. When we are talking on tenders, we can distinguish such Department KPI purchases like:

• observance of delivery terms;
• saving;
• stocks of products;
• product quality;
• efficiency of the staff;
• document flow.

Each of these areas can, and most importantly, need to be measured and evaluated for effective management supply organization. In other words, the analysis of KPI indicators allows you to set certain indicators in the company, thanks to which you can understand what other actions need to be taken to improve efficiency. At the same time, the effectiveness of procurement itself is not only certain manipulations carried out over a certain period of time, but also the benefits that the company received from them.

Types of KPI indicators

The library of KPI indicators includes two large groups:

1. KPI criteria for the work of the organization.
2. KPI indicators for personnel.

In an organization this may be technical support tenders, document management, deadlines and quality requirements, logistics criteria. The staff, in turn, performs the following functions:

• procurement planning;
• holding tenders;
• choice of suppliers,
• conclusion and maintenance of contracts with suppliers;
• control warehouse operations;
• logistics.

Separately, it is necessary to control, analyze and optimize processes, usually this is included in the KPI indicators for the manager procurement activities a public corporation or the sole specialist of the tender department in the organization.

What are KPIs used for?

Analysis and achievement of KPI indicators are necessary in order to ensure the flexibility of the functioning of the company's public procurement system in constantly changing legislative and economic conditions. The organization of control necessarily requires regulation, therefore, the organization must independently determine the performance criteria both for the entire procurement system as a whole and for company employees in accordance with staffing And job descriptions. Based on the fulfillment of these criteria, it is possible to evaluate the productivity of work, identify errors and shortcomings and promptly eliminate them.

There cannot be many criteria for the effectiveness of the work of each specialist. Usually, 5 to 10 clearly defined and understandable indicators are set in front of the staff. The main thing is that management can easily and quickly evaluate and measure them at any time. Here are the main priorities for using the Key Performance Indicators system, which Western developed countries have been using for over 40 years, and in Russia they began to use it about 15 years ago:

1. Employee motivation. After all, people can get more if they show a high level of performance of the required indicators.
2. A clear statement of priorities and objectives of the organization. The staff knows exactly the tasks set and the procedure for achieving them.
3. Constant monitoring of work. The use of a performance evaluation system allows you to constantly monitor how things are going in the company at any stage of the work of any employee. Therefore, all possible failures can be prevented, rather than eliminated their consequences.
4. Attracting professionals. Clear criteria for evaluating work make it possible to establish fair remuneration, depending on the personal achievements of each employee. The one who knows and can do more will be able to achieve high level and therefore get more.
5. Saving company money.

With proper work setting, KPI performance indicators are achieved. Therefore, all specialists whose activities are interconnected should know what it is. Thus, there is a close interweaving of the personal responsibilities of each employee with the strategic goals of the company.

Examples for the tender department

Each department of the company can apply its own KPI performance indicators, examples of them are quite simple:

1. What indicators can be calculated in tender department? For a procurer, this can be the number of changes made to the public procurement plan and the public procurement schedule, the number of successfully completed tenders, the percentage of failed procedures in the total volume of competitive procurement, the number of competitive procurements in which only one application was submitted and it was recognized appropriate, and so on.
2. In the work of a manager, you can evaluate the amount of the average check, sales volume; quantity regular customers who were attracted, etc.
3. For an accountant, it is important that there are no fines from inspection bodies, timely submission of reports; the number of data updates, the absence of comments during the audit or inspections.

The list is endless. It is important to remember one thing: in order to be able to evaluate the compliance of the work with the given criteria, it is necessary to carefully document each step and action of the employee. Any missing link can easily bring down the entire well-established system.

KPIs are Key Performance Indicators. The indicators are different. The key ones are those that affect the profit. The indicator itself can change quite a bit, but the profit can be noticeable.

For example, the owner of a barbershop calculated that if he increased the average bill of a barber by 100 rubles, the annual revenue would increase by 300,000 rubles. If costs remain the same, profits will also increase. The average check of a barber for a barbershop is a key indicator.

Why KPIs are needed

The task of KPI is to make life easier for the head of the enterprise, the owner of the business and ordinary employees. I implemented the KPI system when our team grew from two people to 22. Too much time was spent on the solution operational tasks, began to miss him for direct directorial duties. Thanks to KPI, I delegated authority and responsibility to the level of department heads and ordinary employees, but nevertheless I control everything.

When KPIs are not useful, the point is that the company is not working with them correctly. This is exactly what happened to the co-owners of the cosmetology clinic. They worked with the sales funnel, collected indicators, but did not know what to do with them next. And when we figured out which indicators affect and who should be responsible for each, in three months they made the business profitable from unprofitable.

How to work with KPIs

We implement KPI

The authors of management books portray the implementation of KPI as a multi-step procedure: write organizational structure companies, financial structure, business processes. With this approach, the process threatens to drag on for at least six months. Big business might be able to do it. But small businesses cannot afford to stagnate for so long.

But there is an easier and faster way. You will need to determine which metrics have the biggest impact on profits and who in the company influences those metrics. Universal set there are no indicators. For each business they are individual. For sales via the Internet, the key indicators are the cost per click and the conversion of the site. For a call center - the duration of the agent's conversations.

We singled out an indicator that affects profit, understood who it depends on, and appointed a responsible person.

We motivate staff

The next step is to create a personnel motivation system. A popular option when an employee's bonus is tied to overall result company or division is performing poorly. The employee is responsible for his own result. But how will it affect the results of colleagues? Therefore, you need to know what a particular subordinate influences and is responsible for, and tie the bonuses of each to his individual result.

It must be taken into account whether the employee directly or indirectly affects financial results. Our team includes an editorial team that produces content for the site. Content works to increase demand, but indirectly. Revision is the cost center. Therefore, it makes no sense to tie the motivation of the editor-in-chief to profit. But the sales department has a plan for the number of calls and the conversion of applications into sales. They directly affect revenue.

A sign of a good KPI motivation system is when an employee sees in the middle of the month how much has already been done and what needs to be done to get as much as he wants.

Drawing conclusions based on KPI

Employees don't always reach their targets. And not always their own fault. When you see that something is going wrong, do not rush to shoot the staff in the corridor. First, figure out what is the reason. If the employee is not guilty, then it is necessary to help him and create conditions under which he can achieve the target indicators.

If an employee does not fulfill the plan from month to month and the point is precisely in him, all that remains is to replace him with someone who will cope. Neither charm nor good attitude guides. Against indicators, these factors are powerless.

We audit the KPI system

Implementing and setting up a KPI system is not all. You need to understand: the system that you have implemented is not once and for all. In business, things are constantly changing. With each change, the KPI system may need to be adjusted. You have to be ready for this.

When you need to adjust the KPI system, figure out which indicators are no longer relevant, which ones need to be replaced, and who should be responsible for the new indicators. Correcting a system is easier than building one from scratch.

The motivation system also needs to be adjusted. It is best to do this with the involvement of employees. Each employee has personal goals. And the motivation system works best when both you and the employee understand what he wants and what he must do for the company in order to realize his personal goals. If an employee wants to earn 150 thousand a month, let his salary be 75, and the rest - bonuses. So he will understand that he is worth 75 thousand, but he can earn 150 if he is a successful professional.

Remember

• Understand what indicators affect profits and who in the company influences them.
• Select key indicators that have the strongest impact on profit, and assign responsibility for them. Set 2-3 clear KPIs for each department.
• Motivate employees by their key performance indicators.
• Monitor whether employees are meeting targets.
• When the indicators are not achieved, figure out what is the reason. If an employee needs help, help. If that's the case, replace it with another one.
• Constantly audit the KPI system and motivation. Make adjustments when you realize the system needs them.

KPIs are key performance indicators for a company or a separate department. In the article, we will consider examples of KPIs for various specialists and analyze how to develop and implement a system.

What is KPI

Ki ai stands for Key Performance Indicators - key performance indicators.

The KPI system is a reward system based on key indicators.

Working on such a system allows employees to better understand what they need to do in order to be effective. Moreover, efficiency refers not only to the amount of work performed by them, but also to the benefits received by the company.

How to develop a KPI system

To create a Ki Pi Eye system in a company, you need to:

1. Choose a key performance indicator model.
2. Determine KPIs and allocate responsibility.
3. Create reporting.

How to choose a key performance indicator model

There are many methods for defining and grouping indicators. In Russia, the classical approach is most often used, as well as the balanced scorecard (Balanced Scorecard, BSC).

The classical approach is based on the use of financial indicators, such as ; see figure.).

Drawing. EVA based KPI tree

It should be noted that financial indicators alone may not be enough to implement the developed strategy. No less important for business is the development of customer relationships, personnel management, product quality, that is, those aspects of activity that are difficult to value.

Within the framework of the balanced scorecard, four main aspects of the company's work are distinguished, which provide answers to the following questions:

• how the company is evaluated by shareholders (“Finance”);
• how it is evaluated by customers (“Clients”);
• how to improve the quality of activities (“Personnel”);
• what processes can provide a company with an exclusive position in the market (“Business Processes”).

What to choose

Which approach to choose depends on the level of business. Small companies the classical approach is more suitable, since it does not require significant costs for attracting consultants and implementing information system. In the future, it will be possible to refine the created classical system by including non-financial criteria in it.

Large companies should use a balanced scorecard, as it gives more full view about the activities of the company.

How to develop KPIs for finance staff

Edition "Systems CFO» prepared motivation schemes and KPI performance reports for employees financial service. Download and use examples of key accountant and other employees of the accounting department, employees, budgeting department and other departments in your company.

How to choose key indicators

To determine which KPIs to use, you need to:

1. Select groups of indicators and distribute the responsibility of managers of different levels of management for each of the groups.
2. Make the most detailed list of KPIs used by management.
3. Select the criteria that best characterize the achievement of strategic goals.
4. To formalize the algorithms for calculating each of the ki pi ai.

Selection of groups of indicators

If a company uses a classic approach to developing a KPI system, then the following groups should be distinguished:

• ;

Responsibility for each of the groups will be distributed among the leaders of all levels of management. For example, is generally responsible for CEO, while control should be transferred to the heads of departments.

When using a model that includes both financial and non-financial KPIs, the following groups of key performance indicators can be distinguished:

• financial and economic - for business in general;
• customer satisfaction;
• main and auxiliary business processes (see how to describe them);
• staff efficiency.

After identifying the main groups, it is necessary to determine who will be responsible for their implementation. An example of the distribution of responsibility, see table 1.

Table 1. Groups of indicators and distribution of responsibility

Detailing

The list of ki pi ai for each of the selected groups should be as detailed as possible. Ask the managers who will be responsible for a particular group to make such a list. For example, the CEO should specify what criteria he uses to evaluate "shareholder (owner) satisfaction".

As a result, several hundred criteria can be included in the general list of KPIs. It is obvious that the construction of such a system is unjustified, since it will lead to a significant increase in the workload on personnel associated with the collection and processing of data necessary for the calculation. Therefore, from the general list, you need to select those data that are really necessary for management to manage and will allow you to assess the degree of achievement of your goals, and not just be controlled “for information”.

Choosing a KPI

To select KPIs, form an expert group. As a rule, it includes directors of divisions and heads of departments. Their task is to characterize each of the indicators according to the following criteria:

• whether it reflects the degree of achievement of the company's strategic goals;
• whether it is understandable, first of all, to those managers who will have to make a decision based on it;
• whether it is useful for decision making.

In addition to those listed, other criteria may be applied, for example, the ability to use performance indicators in planning or analysis.

It is possible to formalize the evaluation procedure based on the application point system estimates. For example, 1 point - the criterion is not met, 2 points - partially meets the specified criterion, 3 points - meets the specified criterion. Indicators received the largest number points during peer review, will be included in the ki pi ai system.

As a result, a "short" list of key performance indicators of the company will appear (see table 2).

table 2. Ki pi ai example trading company (fragment)