SetH
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Registered: 15th Jul 01
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Anyone had any experience of key performance indicators, specifically in developping KPI`s to manage and relect performance levels of 3rd parties.
The only exp I have had is identifying and managing some internal KPI`s
Any advice or stories relating to KPI management with 3rd parties would be appreciated.
Yes another interview prep question 
Cheers.
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willay
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KPI, fuck me its like buzzword bingo with these jobs you're applying to lately seth 
Key performance indicators, its just like a measure of something, so measuring the key performance of a third party, depends in what context we are talking about really as it could apply to anything 
need more data seth
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SetH
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Registered: 15th Jul 01
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Ok.
Ive got the blurb down as to what a KPI is and how to identify and implement.
Need a rock solid case study.
Lets say im working for an inhouse IT Department and we use a 3rd party to look after the network infrastructure, ie all cabling, switch installation, patching etc.
Need to develop KPI`s to measure and reflect on this 3rd parties performance.
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Twiggy
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I got the sack as i did not hit my KPI's
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Dione J
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As said could be anything dependant on job, for example I'm a Account Manager for a Transport company and our KPI's would be different from job to each role!
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willay
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well, I work for a company which acts as a third party to companies who want their networks looked after.
If my clients wanted some sort of measurement of how good their network was, which *should* reflect our work, I would setup systems to measure:
Latency from points in the network to other points
Uptime monitoring to make sure all devices have been been stable i.e not rebooted or crashed
Packet loss monitoring to ensure packet delivery is over a certain threshold.
Not sure if that helps, I dunno how you could apply this to switch install and cabling, maybe something about how they installed it within the time quoted or some rubbish
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DaveyLC
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This might help you for future interviews:
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willay
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 PMSL
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Half Pint
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Seth,
Basially you have to ask what success looks like for the business or service using metrics which are achievable and measurable.
look to CIPS for methodology / industry best practice in producing these.
but as said these are always different but the approach should be the same.
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SetH
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Registered: 15th Jul 01
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quote:
Originally posted by DaveyLC
This might help you for future interviews:
LMAO
In my experience interviews often come down to whom is the best BS`er with an element of luck.
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willay
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what positions are you applying for if you dont mind me asking?
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Half Pint
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Registered: 25th Mar 02
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PIMP... wants to make sure his bitches are performing
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Leighton
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Registered: 21st Feb 01
Location: Liverpool
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I sort out KPI's for our supplies, and manage them.
its a pain in the arse
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SetH
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Registered: 15th Jul 01
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quote:
Originally posted by willay
what positions are you applying for if you dont mind me asking?
IT Service Delivery Manager.
Very similar role to what I was doing before I was made redundant.
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willay
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ahh it all becomes clear, m a n a g er
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SetH
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Registered: 15th Jul 01
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Gareth F
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I was at an old job for 4 weeks and smashed every KPI they had and received a £250 bonus for it then left, they were hacked off lol. Now i have about 3 main KPI's to hit each week and have to reach them with crap staff. I love being a manager
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Gareth F
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Surely the KPI's for the third party would be along the same lines as most other things Ie Sales, Quality, Time Schedules, Profit (after expenses) etc Set reachable targets then Record these details in a program to measure their success. Or something like that
Or is this customer related?
[Edited on 12-11-2009 by Gareth F]
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stuartmitchell
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Registered: 24th Apr 04
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quote:
Originally posted by SetH
Ok.
Ive got the blurb down as to what a KPI is and how to identify and implement.
Need a rock solid case study.
Lets say im working for an inhouse IT Department and we use a 3rd party to look after the network infrastructure, ie all cabling, switch installation, patching etc.
Need to develop KPI`s to measure and reflect on this 3rd parties performance.
Hi mate,
In that istance you could set KPI's according to
Success in resloving the issue e.g. set kpi at 90% success rate
Time taken to resolve the issue: 1 day
Time taken to reply to the problem: 15 minutes
If you look at the JD then you should be able to find more KPI's that are relevant.
Etc etc. in recruitment they use KPI's all the time, Cv's sent, calls to client etc!
Hope that helps!
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SetH
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Registered: 15th Jul 01
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Thanks to all 
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Tom
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Lets add SLA's into the mix, they will help you identify if KPI's have been met 
As said by half pint, it's just about identifying what is ideal and putting some metrics next to the elements that make up the ideal.
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