Professional Documents
Culture Documents
KPIs Are Dead, Long Live The KBIs!
KPIs Are Dead, Long Live The KBIs!
KPIs Are Dead, Long Live The KBIs!
Project succeeded?
About a year ago, the head of logistics and purchasing asked me to carry out some
observations on the floor. Their new ERP system had been implemented about two years
ago, and he wanted to know where knowledge was still lacking so he could use the
information as input for a training plan. So off I went to talk to some of the employees. I
asked an employee to tell me exactly what she did while she was working on something, a
bit like TV-chef Jeroen Meus. "And now I change this printer to the correct printer ... This
has been wrong in the system for a long time." She felt no regrets to report the issue and
get it solved once and for all, instead she solved the problem herself on a daily basis. And
she was certainly not the only one I noticed doing this during my observations. The
employees certainly knew what the final output should be, but they were less concerned
about how it should be achieved, or even how efficiently it should be achieved. Is this the
behavior and the consequent results you want to achieve as an organization?