Key Goal Indicator
by
Asli Zengin
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last modified
Apr 25, 2012 14:34
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filed under:
KnowledgeModel
Definitions
Term: Key Goal Indicator |
Domain: Cross-cutting issues | ||||
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Engineering and Design (KM-ED) |
Adaptation and Monitoring (KM-AM) |
Quality Definition, Negotiation and
Assurance (KM-QA) |
Generic (domain independent) |
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D o m a i n : L a y e r s |
Business Process Management (KM-BPM) |
Key Goal Indicators (KGI) are parameters that state how well services or processes achieve the customers' goals. In this sense, the output of the service provider is differentiated from the outcome obtained by the service users. Typical examples of service and business indicators are response time, process duration, process cost and service availability while some parameters related to KGIs could be financial return, satisfaction, reputation and trust. [Fugini & Siadat, 2010] | |||
Service Composition and
Coordination (KM-SC) |
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Service Infrastructure (KM-SI) |
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Generic (domain independent) |
KGI is an indicator to
measure the degree of goal accomplishment. For
instance, an indicator to define the accomplishment of a goal, such as
"by how may percent" for an abstract goal, "increasing sales," is
KGI. By defining "accomplishment" with specific
indicators and target values, we can evaluate the actual degree of
accomplishment of strategic goals. Based on such evaluation, we can
conduct improvements and management (cit. by q-bpm.org) A Key Goal Indicator (KGI) is a measure of "what" has to be accomplished [COBIT, 2007]. |
Competencies
- Tilburg: Business Process Measurement; http://www.tilburguniversity.nl/eriss/research/; Oktay Turetken
References
- [Fugini & Siadat, 2010] Mariagrazia Fugini and Hossein Siadat. SLA Contract for cross-layer Adaptation and Monitoring. BPM Workshops, 2010.
- [COBIT, 2007]. Control Objectives for Inf. and related Technology - COBIT, 4.1. IT Governance Institute.