The Business Excellence Edition of Performance Magazine explores actionable strategies and insights for driving continuous improvement as organizations strive to evolve from good to great and ultimately achieve excellence. This edition presents how leading organizations meet high standards in operational efficiency, customer satisfaction, and workforce development, offering a comprehensive view of what it takes to excel in a competitive business landscape.

A series of expert interviews in this edition sheds light on the experiences of industry leaders from diverse fields, addressing questions on breakthrough strategies, aligning goals, and the evolving landscape of performance management. Their insights show how sectors can improve their adaptability in the face of market fluctuations and integrate advanced metrics to maintain a competitive edge.

With real-world examples, Performance Magazine offers practical guidance on achieving sustained business results. Success stories illustrate how organizations have undergone performance management system maturity assessments, showcasing their approaches to staying agile, making data-driven decisions, and cultivating a culture of continuous improvement. Here are some of the highlights:

• Cover Story: “Closing the Strategy-Execution Gap: A Fundamental Step for Business Excellence” by Cristina Mihăiloaie
• In-Depth: “From Compliance to Excellence: The Role of Maturity Models” by Bori Péntek
• In-Depth: “Redefining Leadership for a Complex World: Leading Organizational Culture Transformation and Maturity” by Andra-Teodora Gorski 
• Ask Our Experts: “How crucial do you perceive leadership’s role in fostering a culture of performance excellence within an organization?” by Muhammad Ali Moustafa

A top-notch resource for executives, managers, and professionals striving for sustainable growth, Performance Magazine Issue No. 31 – Business Excellence Edition can be downloaded digitally for free on the TKI Marketplace or purchased in print on Amazon.

Stay tuned for more updates on the release by following The KPI Institute’s LinkedIn page.

Utilities such as electricity, natural gas, and water and sewage services are the backbone of modern society, supporting everything from basic daily activities to critical infrastructure. Without these essential services, communities would struggle to function, and economies would come to a halt. 

In the latest release of the Top 25 KPIs report series, The KPI Institute dives into the critical key performance indicators (KPIs) essential for managing vital utility services. As the demand for efficient and sustainable service delivery continues to rise, understanding and leveraging the right KPIs is more important than ever. 

The Top 25 KPIs 2024 report series is an extensive collection of the 25 most commonly utilized KPIs from various industries and functional areas. The KPIs are curated based on viewership data from smartKPIs.com between January 2023 and April 2024, this series provides a snapshot of the latest trends in performance measurement.

Inside the report, readers can find a comprehensive analysis of the Performance Measurement Concept Framework, the most recent data on KPI challenges and usage contexts, and 10 strategies for successful KPI implementation. Moreover, each KPI featured has been thoroughly revised through extensive research to ensure that the information accurately captures the latest trends and changes in the evolving business environment. The 2024 edition also offers an enhanced documentation template that is optimized to present the most pertinent details about each KPI.

Whether readers are looking to enhance operational efficiency, reduce downtime, or deliver superior customer satisfaction, the Top 25 KPIs for utilities provide a comprehensive framework for driving performance improvements in this dynamic industry. In each report, let’s take a quick look at the top five KPIs for water and sewage, electricity, and natural gas.

Top 5 Water and Sewage KPIs 

1. # Wastewater collected and treated –  measures the total volume of wastewater collected and treated in the reporting period
2. # Water Quality Index – measures the quality of water based on five parameters – Temperature, Biological Oxygen Demand, Total Suspended Solids, Dissolved Oxygen, and Conductivity
3. # Days of treatment plant operation below standards – measures the number of days during which the water treatment plant operates below established performance standards
4. # Time to repair hydrants – measures the average time taken to repair a broken or inoperative hydrant
5.  % Non-revenue water (NRW) –  measures the percentage of water that enters the distribution system but is lost before reaching customers and not billed, out of the volume of water supplied

Learn more about the practical applications of the indicators above, as well as the other top 20 KPIs for the water and sewage sector, grab a copy of the Top 25 Water and Sewage KPIs – 2024 Edition report. It is available for digital purchase via the TKI Marketplace and as a physical copy on Amazon.

Top 5 Electricity KPIs

1.  # System Average Interruption Frequency Index (SAIFI) –  measures the average number of electricity system interruptions per customer during the reporting period
2.  # Customer Average Interruption Duration Index (CAIDI) – measures the average duration of electricity supply interruptions experienced by customers during the reporting period
3. # Power plant load factor –  measures the ratio of the average load to the peak load in the reporting period
4. # System Average Interruption Duration Index (SAIDI) – measures the average duration of electricity supply interruptions per customer, during the reporting period
5. $ Transmission line maintenance cost per network length –  measures the average expenditures incurred with the maintenance of transmission lines relative to the length of the network

Explore more insights about the top 5 Electricity KPIs and other 20 indicators by purchasing the digital copy of the Top 25 Electricity KPIs – 2024 Edition, visit TKI Marketplace. Furthermore, a physical copy can be ordered via Amazon.

Top 5 Natural Gas KPIs

1. # Unplanned pipeline unavailability –  measures the duration, in hours, that a pipeline is not operational for transporting gas due to unplanned circumstances
2. # Customers affected by repeated unplanned supply interruption – measures the number of customers impacted by multiple instances of unplanned supply interruption in the reporting
3. # Pipeline subjected to leak surveys (km) – measures the length, in kilometers, of the gas pipeline network that was subjected to leak detection surveys in the reporting period
4. # Gas supply planned interruptions duration – measures the average duration, in minutes, of planned gas supply interruptions experienced by customers in the reporting period
5.  # Gas pipeline temperature excursions – measures the number of gas pipeline temperature excursions recorded during  a specified reporting period

Gain a deeper understanding of the practical use of the top 5 KPIs above and discover the other 20 Natural Gas KPIs. Download a digital copy of the Top 25 Natural Gas KPIs – 2024 Edition via TKI Marketplace or purchase another copy via Amazon.

As the demand for reliable, sustainable services continues to grow, understanding how to optimize utility operations is more critical than ever. Let the Top 25 KPIs 2024 report series from The KPI Institute serve as your guide in selecting the most critical KPIs and tracking your organization’s progress towards its strategic goals.

The wait is almost over! The State of Strategy Management Practice – 2024 MENA Region Report is set to be released on the 15th of October. This groundbreaking publication aims to equip organizations with up-to-date information, tools, and insights to transform their approach to strategy in an ever-evolving business landscape.

The State of Strategy Management Practice Report is a comprehensive analysis of current trends, challenges, and innovations in strategy management. But it is more than just a collection of data— it is a game-changer for professionals and organizations striving for excellence. Professionals can use the report’s findings as benchmarks to assess and improve their practices and approaches to challenges.

According to Abdelmagid Adam Meezan, a seasoned corporate planning head, the previous State of Strategy Management Practice Report provides a solid foundation for professional processes and practices, which enable organizations to advance and capitalize on opportunities for improvement. Meezan also stated, “This report will greatly benefit my organization in terms of strategic planning, implementation, performance analysis, management, benchmarking, and lessons learned.”

The report may also serve as an invaluable resource for everyone involved and interested in strategic planning and performance management. Mohammed Elrasheed, Strategic Advisor Business Development and Digital Transformation Consultant, shared with The KPI Institute, “While the results may not apply to all organizations, the report is a valuable resource for anyone seeking to improve their understanding and implementation of strategic practices.” He mentioned that he would also recommend the State of Strategy Management Practice Report to entry-level professionals, new to the field. 

Key features of the 2024 Report

The upcoming edition of the State of Strategy Management Practice Report presents the latest developments in strategy planning, measurement, and execution. It focuses on organizations in the Middle East and North Africa (MENA) region and covers 24 topics, from strategic planning methods and KPI relevance to organizational agility and the use of artificial intelligence (AI) in business planning.

The KPI Institute introduces a new feature called “Voices from the Field” in the report, where a group of experts validates the research findings by providing opinions and insights based on the practices of organizations in the region. Moreover, The KPI Institute collaborates with systæms® for the upcoming edition of the State of Strategy Management Practices Report. systæms® is a division of the KPI Institute that provides management consulting services.  Bori Péntek, a Management Consultant at systæms®, shares actionable advice to enhance strategy and performance management systems in the recommendation section of the report.

The State of Strategy Management Practice report is not just a publication but also a blueprint for navigating the complexities of modern strategy management and The KPI Institute’s passion for performance. According to Cristina Mihăiloaie, Chief Operating Officer at The KPI Institute, The KPI Institute’s passion combined with its research capabilities drive the organization’s mission to empower governments, organizations, and individuals to achieve excellence: “I aspire for our research resources and this report in particular to increase awareness of the significance of fostering a healthy performance management culture within organizations and to serve as accommodation for future development initiatives.” This is reflected in the insights provided in the Strategy Management Practice – 2024 MENA Region Report.

Be among the first to get your hands on the report! Make sure you are subscribed to The KPI Institute’s newsletter and following our social media (LinkedIn, Facebook, or X) to receive the latest updates on the Strategy Management Practice – 2024 MENA Region Report and other publications.

The integration of artificial intelligence (AI) has emerged as a transformative force in the public sector, reshaping interactions between citizens and their governments. Across various touchpoints, from online information access to in-person services, AI enhances the citizen journey by analyzing data to deliver personalized services tailored to individual needs. AI-powered chatbots provide instant responses, while predictive analytics anticipate citizen preferences and streamline processes.

Moreover, AI drives digitalization efforts by automating routine tasks, facilitating data interoperability, and identifying patterns in citizen behavior. This paves the way for future readiness by enabling agile decision-making, proactive issue identification, and the adoption of innovative service delivery models. As a result, AI transforms governance frameworks, fosters data-driven decision-making, and enhances transparency and trust in government processes.

Global frontrunners in today’s dynamic landscape

The pursuit of strategic excellence in performance management continues to be a cornerstone for nations striving to deliver exceptional public services. Certain countries have emerged as frontrunners in this context, setting a high bar for strategic planning and execution. Most recently, Finland, Denmark, and Singapore, each representing diverse regions and cultures, have distinguished themselves as global leaders in government service provision, showcasing remarkable achievements across critical dimensions of public service performance.

AI-related initiatives

According to The KPI Institute’s (TKI) newest release, the 2023 Government Services Index, Finland, the ultimate global leader in public services provision, prioritizes citizen-centric design in online services, leveraging AI algorithms to personalize recommendations and enhance the user experience. Robust data security and privacy measures ensure that citizens’ personal information is handled securely, fostering trust in digital government initiatives. Through initiatives like the Place to Experiment and open government data policies, Finland promotes innovation and citizen engagement, contributing to continuous improvement in digital services and overall citizen experience.

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This excerpt is from the cover story of Performance Magazine Issue No. 30, 2024 – Government Edition titled “Lessons from global leaders: how AI is changing public service delivery.” Read the full article by downloading a free digital copy of the magazine via TKI Marketplace. You can also get your hands on the printed version by purchasing a copy on Amazon.

The role of human resources (HR) extends far beyond traditional functions like recruitment and employee relations. Today’s HR professionals can influence organizational success through their evolving role in strategy and performance management.

HR has shifted from merely handling administrative tasks to leading workplace culture and engagement. A Forbes article highlights that the future of HR is defined by two main focus areas: enhancing the employee experience and driving innovation. Moreover, HR leaders are now integral to strategic business decisions, especially in addressing workplace trends, including artificial intelligence (AI) integration and addressing diversity, equity, and inclusion (DEI), and sustainability. 

HR can rely on key performance indicators (KPIs)  to ensure the effectiveness of their initiatives and processes. According to The KPI Institute’s State of Strategy Management Practice Global Report – 2023, organizations primarily use KPIs in two main areas: assessing employee performance and evaluating overall corporate performance. 

Integrating KPIs into employee evaluations helps set clear expectations, track progress, and provide feedback. Furthermore, using KPIs for corporate performance helps monitor progress toward strategic goals and drive organizational success. To guide HR leaders in selecting the most effective KPIs, The KPI Institute (TKI) has released the Top 25 Human Resources KPIs – 2024 Edition. This report series is designed to share TKI’s expertise in utilizing KPIs for performance measurement. Inside the report is a practical, step-by-step guide for improving performance, which highlights how KPIs can bring greater clarity, focus, and enhancement to any performance measurement process.

The 2024 edition of the Top 25 KPIs reports features a two-page KPI Documentation Form Template. The first page includes updated fields based on the latest research and analysis from TKI, and the second page provides essential guidance on KPI reporting. The 2024 edition features practical examples of KPI results and illustrative designs for scorecards and dashboards for each KPI featured in the report.

The Top 25 Human Resources KPIs consist of 17 functional areas with 61 main functions, including accounting, information technology, and supply chain, procurement, and distribution. It also compiles from 25 industries with 100 divisions such as transportation, government – state / federal, and healthcare. 

The KPIs in this report are distributed in six categories: Retention, Talent Development, Recruitment, Workforce, Absenteeism, and Compensation and Benefits. In this year’s report, % Employee turnover is highlighted as the leading KPI, which falls under Retention. It “measures the rate at which employees leave the organization in a given time period (e.g., month, quarter, year).” 

To gain deeper insights into the significance and function of % Employee turnover and to uncover the other top KPIs shaping the HR industry, explore the Top 25 Human Resources KPIs – 2024 Edition. The full report is now available for purchase in print on Amazon and for digital download from the TKI Marketplace.

With two decades of experience in advancing strategy and performance management, The KPI Institute remains dedicated to providing comprehensive performance solutions through meticulous research, educational programs, and advisory services. A strong testament to this commitment was the launch of the State of Strategy Management Practice Report in 2022, marking an important milestone in The KPI Institute’s journey as a research institute.

The State of Strategy Management Practice Report is an annual publication that compiles a thorough analysis of current trends, challenges, and innovations in strategy management. It consists of three main sections: Strategy Planning, Strategy Measurement, and Strategy Execution. Each section includes segments such as general practices, strategy review, key performance indicators (KPI) deployment practices, strategy execution challenges, and project management practices. It also delivers guidance on best practices to refine strategy management and support organizations in adeptly handling emerging trends and disruptions.

The State of Strategy Management Practice Report aids organizations in adapting to a dynamic business environment. This report enables them to gain a comprehensive view of the field, recognize emerging trends and shifts, and refine their strategies for ongoing enhancement. To provide you with an overview, let’s explore a bit the findings from the previous edition of the State of Strategy Management Practice Report and the new features of the upcoming edition.

Insights from the previous report

Last year, The KPI Institute released three versions of the State of Strategy Management Practice Report: Global Report and Middle East Report in Arabic and English. In the State of Strategy Management Practice – 2023 Middle East Report, results revealed that most surveyed professionals view strategy formulation as systematic and organized, with 47% employing specialized methodologies. Conversely, 38% reported using no particular methodology, suggesting a more flexible approach. Additionally, 15% indicated that their process is informal, which is noteworthy. While such an approach can offer flexibility, it is essential to acknowledge the potential risks and challenges of lacking a defined framework.

Moreover, in the Strategy Measurement section, 22% of respondents indicated that their organizations do not have a formal performance management system (PMS). The lack of a PMS presents various challenges. It hinders strategy execution and restricts the organization’s capacity to adapt to changes and seize opportunities. This issue is further reflected in the Strategy Execution section, where 57% of professionals admitted being aware of instances where their organization’s strategy had failed.

What’s new in the 2024 edition?

Considering the concerns identified in the previous State of Strategy Management Practice Report, it is essential to recognize that strategy management practices must evolve to meet organizational needs and adapt to the external environment. To assess whether improvements have been made and if organizations in the Middle East have advanced their strategy management practices, The KPI Institute conducted another study this year. With an expanded focus on the Middle East and North Africa (MENA), the findings will be presented in the State of Strategy Management Practices – 2024 MENA Region Report. 

The report includes data from more than 90 organizations and insights from leaders of leading companies. In addition to the three main sections and areas of interest, this edition has been further refined with a new feature called “Voices from the Field.” Aside from The KPI Institute group of experts, a consultant from a management consulting company was invited to share insights in the recommendation section of the State of Strategy Management Practice – 2024 MENA Region Report.

To know more about the report and its new key features, sign up now for our newsletter and follow us on LinkedIn where we post updates and unveil everything about the report up until the official launch on the 15th of October. 

“The pursuit of strategic excellence in performance management continues to be a cornerstone for nations striving to deliver exceptional public services. Certain countries have emerged as frontrunners in this context, setting a high bar for strategic planning and execution,” writes Marcela Presecan, Head of Research at The KPI Institute (TKI), in the cover story of Performance Magazine Issue No. 30, 2024 – Government Edition.

The latest edition of Performance Magazine provides a comprehensive exploration of how such pioneering nations enhance government effectiveness through innovative strategies, effective performance management practices, and adaptability to emerging trends and technologies. The publication’s In-depth pieces highlight governments excelling in those areas and analyze their successful journeys based on  TKI’s Government Services Index 2023. 

In the magazine’s Interviews section, experts and practitioners offer actionable insights into how government performance is being redefined by forward-thinking approaches in various aspects, such as workforce development, strategy planning and implementation, and the adoption of artificial intelligence.

Moreover, by examining successful case studies and sharing expert opinions, Performance Magazine equips readers with the knowledge needed to navigate the complexities of modern governance, thrive amidst them, and drive impactful change in their organizations.

As nations seek ways to improve public service delivery, this edition of Performance Magazine serves as an essential resource for understanding and implementing the strategies that shape resilience and progress.

Design the future and explore the blueprint for better governance. Grab a copy of Performance Magazine Issue No. 30, 2024—Government Edition. A digital version is available for free download via the TKI Marketplace, or you can order the printed edition on Amazon.

In today’s competitive business environment, key performance indicators (KPIs) are crucial for guiding organizations toward their goals. KPIs offer clear and measurable insights into performance and help businesses track progress, identify areas for improvement, and make data-driven decisions. By translating complex data into actionable metrics, companies using KPIs can stay on course and achieve sustained growth. Committed to helping organizations achieve such excellence, The KPI Institute (TKI) is pleased to present its Top 25 Key Performance Indicators (KPIs) – 2024 Edition series.

The Top 25 KPIs Reports are designed to share TKI’s expertise on utilizing KPIs for performance measurement. These reports aim to familiarize readers with the most relevant KPIs in their industry or functional area. Additionally, the reports offer a practical, step-by-step guide for improving performance, which highlights how KPIs can bring greater clarity, focus, and enhancement to any performance measurement process.

The 2024 edition of the Top 25 KPIs reports features a two-page KPI Documentation Form Template. The first page includes updated fields based on the latest research and analysis from TKI, and the second page provides essential guidance on KPI reporting. It features practical examples of KPI results and illustrative designs for scorecards and dashboards for each KPI featured in the report.

First in the 2024 series, the “Top 25 Sustainability KPIs – 2024 Edition” provides a meticulously curated list of the most relevant and influential KPIs that can help organizations track their sustainability performance. These KPIs are selected based on extensive real-world data, ensuring they reflect the most pressing and actionable areas relevant to sustainability.

The report gathered the 25 most commonly used KPIs for measuring sustainability efforts from 2023 to 2024. The methodology involved ranking KPI examples listed on smartKPIs.com based on their popularity during the specified period.

To uncover the top 25 sustainability KPIs, download the digital copy today via the TKI Marketplace or order a printed copy from Amazon. 

Around 67% of the world’s population, or 5.4 billion people, are now online, according to the International Telecommunication Union’s (ITU) report, “Facts and Figures 2023.” Apparently, the demand for high-speed Internet access is increasing, and the telecommunications industry should make sure that its infrastructure can handle the growing usage without compromising quality.

But beyond infrastructure upgrades, it is important that organizations can effectively sustain their systems to constantly meet their goals and maintain reliable service for customers. One approach to achieve this is the implementation of performance measurement systems. This will allow organizations to gather data on network efficiency, easily identify bottlenecks, make well-informed decisions regarding infrastructure investments, and most of all, deliver better customer service.

Providing leaders, professionals, and the broader business community with essential knowledge and resources, The KPI Institute (TKI) curates a collection of diverse learning materials and opportunities in strategy and performance management and adjacent fields every month. Some of these resources, while released years ago, remain highly relevant due to their timeless principles and adaptability to changing business dynamics as well as their enduring value and insights for today’s challenges.

This month, TKI is pleased to present comprehensive, research-based resources focusing on telecommunications.

Articles (FREE): Explore these featured articles from Performance Magazine: 

• $ Telecom subscriber acquisition cost
• % Call setup success rate (CSSR)
• Verizon Communications and the HR Balanced Scorecard
• Decision-Making: An Applied Case of Problem-Analysis and Solutions Finding

The Telecommunications KPI Dictionary: The key performance indicator (KPI) taxonomy used in this dictionary covers all major functions of the telecommunications industry, such as call center and telecommunications. The content covers establishing a robust workforce, improving people policies, practices, and systems, ensuring that the financial and operational telecom models meet their goals, and providing information on the quality of inbound and outbound calls.

Call Center Scorecard: This represents a catalogue of the KPIs used by the call center in order to manage and measure its strategic performance. The KPIs are grouped in the four traditional perspectives of the balanced scorecard, each containing objectives and KPIs that describe and assess the performance of the organization.

Call Center Performance Management System Toolkit: Featured here is a visual snapshot of the overall system for managing and measuring performance within the call center, including the system tools and processes and the connections between them.

Customer Service Call Center Dashboard: This is designed for managing and measuring performance of inbound call centers. The tool contains a repository of the most relevant and widely spread KPIs in the call center industry. While pre-populated with KPIs and other relevant data, this template can be customized for the specific needs of your organization. A Customer Service Call Center Dashboard Administrator Guide is also included with each purchase to make template customization an easy process.

Thirty-seven percent of ecommerce marketers worldwide use artificial intelligence (AI) for customer service and assistance, according to Qualtrics and Klaviyo’s February 2024 data. Meanwhile, Fortune reported that Amazon has recently laid off 100 customer service agents. In the US, a new Forrester study revealed that customer service performance declined across all three dimensions of customer service quality–effectiveness, ease, and emotion, and only 3% of companies are currently categorized as customer-obsessed, defined as prioritizing customers’ needs.

Collectively, these narratives suggest that there is a pressing need to reevaluate the customer service sector. However, customer service excellence requires more than simply embracing cutting-edge technologies and trends. Businesses must methodically examine and optimize their customer service operations and performance in order to identify and address true areas of need. This is where The KPI Institute (TKI) can help. 

Providing leaders, professionals, and the broader business community with essential knowledge and resources, TKI curates a collection of diverse learning materials and opportunities in strategy and performance management and adjacent fields every month. Some of these resources, while released years ago, remain highly relevant due to their timeless principles and adaptability to changing business dynamics as well as their enduring value and insights for today’s challenges.

This month, TKI is pleased to present comprehensive, research-based resources focusing on customer service.

Top 10 Customer Service Key Performance Indicators (FREE): Part of the Top 10 KPIs Series, this collection of posters provides an overview of how key performance indicators (KPIs) are measured in practice today, specifically in customer service. Some of the KPIs profiled in this poster are # Frequency of customer complaints, # Speed of answer, and % First contact resolution rate.

KPI of April: $ Customer Lifetime Value (FREE): Each KPI of the Month Infographic sheds light on a specific KPI by clarifying its terminology and addressing the most challenging aspects of using it in terms of profile, calculation, balanced scorecard focus, data profile, targets, and in-practice recommendations.

Webinar: “Tools and techniques for measuring customer satisfaction:” In order to discover what customers think about your company and what can be improved, you can now deploy a series of tools and techniques for measuring customer satisfaction. This webinar presents key techniques and guidelines to support you in assessing your customers’ satisfaction.

The Top 25 Customer Service KPIs – 2020 Extended Edition: The Top 25 Customer Service KPIs – 2020 Extended Edition report compiles the most popular 25 KPIs used by Customer Service divisions throughout 2016 and 2020. This report contains not only two pages of detailed documentation for each KPI, but also interesting articles on best practices in terms of KPI selection and documentation.

The Sales and Customer Service KPI Dictionary: This dictionary enlists the names and arithmetic rules for more than 220 KPIs and covers all major components of the sales and customer service departments. This material can be used in the early stages of implementing a performance management framework, in selecting and documenting KPIs, and improving an existing performance measurement system.

Customer Service Call Center Dashboard: This is a ready-to-use instrument for managing and measuring the performance of inbound call centers. It also contains a repository of the most relevant and widely spread KPIs in the call center industry.

Customer Service Performance Consulting Services: If your organization needs support in the implementation phase– for either a performance management system in customer service or other customer service processes or instruments– TKI’s specialists can provide you with consultation and references. We will make sure that the framework, which proves its efficiency in multiple organizations, is adjusted to the specific needs of your industry or area of expertise and will overcome the expected change rejection reactions of employees that are commonly experienced by most organizations.