KPI - Ключевые показатели эффективности

Что такое KPI?

Ключевые показатели эффективности

KPI (Key Performance Indicators) - это ключевые показатели, которые помогают организации определить достижение стратегических и тактических целей

Quantifiable measures that show how effectively you achieve business objectives

Цель

Link individual/team actions to company strategy

Основной принцип

"What gets measured gets done"

Реальность

70% компаний не измеряют правильные KPI

Фокусные области в Lean:

Performance (производительность)

Quality (качество)

Efficiency (эффективность)

Cost (стоимость)

Почему KPI важен?

Императив измерения

❌ Без KPI

Не знаешь улучшается ли
Решение на интуиции
Не видно прогресса
Сложно мотивировать
Проблемы скрыты

→

✓ С KPI

Ясная видимость прогресса
Решения на основе данных
Все знают цели
Мотивация через целевые значения
Проблемы видны сразу

Реальное влияние

Компании с KPI

+30% производительность

Компании без KPI

-15% производительность (дрейф)

Lean + KPI вместе

+40-60% улучшения

Фреймворк SMART

Как правильно устанавливать KPI

S

Specific - Конкретность

Goal must be clear and unambiguous

Everyone understands the same way

❌ Неправильно:

"Improve quality"

✓ Правильно:

"Reduce defect rate"

❓ What exactly do we want to achieve?

M

Measurable - Измеримость

Must have a number attached

Can track progress

❌ Неправильно:

"Reduce defects"

✓ Правильно:

"Reduce defects from 3% to 1%"

❓ How will we know we succeeded?

A

Achievable - Достижимость

Goal must be realistic

Use historical data

Balance: Not too easy (boring), not too hard (demotivating)

❓ Do we have resources to achieve this?

R

Relevant - Значимость

Goal must align with company strategy

Contribute to bigger objectives

❌ Неправильно:

Improve something not important

✓ Правильно:

Improve something tied to profit

❓ Does this support our strategy?

T

Time-bound - Ограничено по времени

Must have a deadline

Not vague like "eventually"

Optimal period: 3 months, 6 months, 1 year

Creates urgency and accountability

❓ By when must we achieve this?

Balanced Scorecard

Четыре перспективы

💰 Perspective 1: FINANCIAL (Финансовая)

Focus: Money, profitability, growth

Типичные KPI:

Revenue (выручка)
Profit margin (рентабельность)
Cost reduction (снижение затрат)
Return on investment (ROI)
Cash flow (денежный поток)

Owner: CFO, Finance team

Review: Monthly/Quarterly

👥 Perspective 2: CUSTOMER (Клиенты)

Focus: How customers see us, satisfaction

Типичные KPI:

Customer satisfaction (удовлетворенность)
Net Promoter Score (NPS)
On-time delivery (вовремя доставка)
Defect rate from customer perspective
Customer retention (удержание)

Owner: Sales, Customer Service

Review: Monthly

⚙️ Perspective 3: INTERNAL PROCESS (Внутренние процессы)

Focus: How well our operations work

Типичные KPI:

Production efficiency (эффективность)
Cycle time (время цикла)
Defect rate (процент брака)
Equipment uptime (доступность)
Waste reduction (снижение отходов)

Owner: Operations, Production

Review: Daily/Weekly

📚 Perspective 4: LEARNING & GROWTH (Обучение и развитие)

Focus: People, capability, innovation

Типичные KPI:

Employee satisfaction (удовлетворенность)
Training hours (часы обучения)
Retention rate (удержание кадров)
Skills development (развитие навыков)
Suggestion implementation (внедрение предложений)

Owner: HR, Management

Review: Quarterly

Примеры KPI: Производство

Реальные метрики с целевыми значениями

🛡️ Safety KPIs

Lost Time Incident Rate (LTIR)

number of injuries per 200,000 hours

🎯 Target: Zero incidents

✓ Quality KPIs

Defect rate

% of products defective

🎯 Target: < 0.5%

⚡ Productivity KPIs

Output per hour

units produced per labor hour

🎯 Target: Increase by 10%

⚙️ Efficiency KPIs

Equipment uptime

% of time equipment works

🎯 Target: > 95%

💰 Cost KPIs

Cost per unit

total production cost divided by units

🎯 Target: Decrease by 5%

Примеры KPI: Офис/Сервис

Разные среды, разные метрики

📋 Project Management

On-time delivery rate (%)
Budget variance (%)
Quality score (1-10)

💼 Sales

Conversion rate (%)
Average deal size ($)
Sales cycle length (days)

📞 Customer Service

Response time (minutes)
First contact resolution (%)
Customer satisfaction (NPS)

💻 IT/Development

Deployment frequency (times/week)
Bug escape rate (%)
System uptime (%)

Процесс выбора KPI

Как выбрать что измерять

🎯 Step 1: Understand Strategy

What are company's top 3 strategic goals?
Where do we want to be in 5 years?
What's our competitive advantage?

🔑 Step 2: Identify Critical Success Factors

What MUST go well for strategy to work?
What are the 3-5 most important things?
Which areas have biggest impact on results?

📊 Step 3: Define Metrics

For each success factor, define 1-2 KPIs
Not too many (7-10 is good, 20+ is too many)
Mix leading indicators (predictive) + lagging indicators (results)

🎯 Step 4: Set Targets

What's current baseline?
What's our goal?
Is it realistic?
Can we achieve in the timeframe?

📋 Step 5: Create Dashboard

Visual representation
Easy to understand at a glance
Updated regularly
Shared with team

Leading vs Lagging Indicators

Разница критична

📊 Lagging Indicators (Results)

Meaning: Measure output after fact

Example: Profit, defects made, delivery late

Tells: Tells you what happened

Timing: Too late to change this month

Purpose: Important for reporting

🔮 Leading Indicators (Predictive)

Meaning: Measure inputs before results happen

Example: Training hours, maintenance done, 5S compliance

Tells: Tells you what WILL happen

Timing: Can still change this month

Purpose: Important for action

✅ Best Practice

Use BOTH types

Example: Safety training (leading) + Accidents (lagging)

Lead with leading, report lagging

Распространенные ошибки

Чего НЕ делать

❌ Measure too many things

Неправильно:
Track 50 metrics

Правильно:
Track 5-10 critical ones

Результат:
Focus, not confusion

❌ Ignore the data

Неправильно:
Have dashboard but don't act

Правильно:
Review weekly, take action

Результат:
Improvement

❌ Set impossible targets

Неправильно:
100% improvement

Правильно:
10% improvement

Результат:
Motivation, not frustration

❌ No connection to strategy

Неправильно:
Random metrics

Правильно:
Metrics aligned with goals

Результат:
Direction

❌ Only financial metrics

Неправильно:
Only look at money

Правильно:
Measure quality, safety, people too

Результат:
Balanced view

❌ Manual, outdated data

Неправильно:
Update quarterly

Правильно:
Update real-time or weekly

Результат:
Quick action

Цикл обзора KPI

Как часто измерять

📅 Daily

Production output
Safety incidents
Equipment downtime
Quality defects

📆 Weekly

Production targets achievement
Quality trends
Maintenance completion
5S compliance

📊 Monthly

Sales/Revenue
Cost metrics
Employee satisfaction
Customer metrics

📈 Quarterly

Strategic goal progress
Balanced scorecard review
Personnel development
Major initiative tracking

Презентация Dashboard

Как отображать KPI

📋 Physical Board

Large visible chart
Daily update
Team gathers around
Current value + target + trend
Green/Yellow/Red color coding

💻 Digital Dashboard

Real-time updates
Automated from data sources
Accessible remotely
Historical trending
Multiple views

Обязательные элементы:

Current Value

Big number

Target

What we aim for

Trend

↑/↓ arrow

Status

Green Yellow Red

Owner

Who's responsible

Связь с Lean инструментами

Как KPI измеряет успех

🧹 5S Implementation

→ KPI: 5S Compliance Score (%)

⚙️ TPM System

→ KPI: Equipment Uptime (%)

📦 Kanban

→ KPI: On-time Delivery (%)

🚨 Andon Activation

→ KPI: Response Time (seconds)

🔄 PDCA Cycles

→ KPI: Improvement Rate (% improvement/cycle)

👁️ Visual Management

→ KPI: Decision Time (hours)

Реальный пример: Производственный завод

6-месячное путешествие

📊 6-Month KPI Journey

📍 Month 1: Baseline

Defect rate: 3%

Uptime: 85%

Cost/unit: $50

On-time delivery: 80%

🎯 Goal (SMART)

Defect: 1% (by month 6)

Uptime: 95% (by month 6)

Cost: $40 (by month 6)

On-time: 95% (by month 6)

⚙️ Months 2-3: Implement Lean Tools

• Run 5S project
• Start TPM program
• Begin daily meetings
Result: KPIs - Slight improvement

🔄 Months 4-5: PDCA cycles

• Multiple improvement projects
• Data-driven decisions
Result: KPIs - Significant improvement

✅ Month 6: Final Status

Defect: 0.8% ✓ (better than goal!)

Uptime: 96% ✓ (better than goal!)

Cost: $38 ✓ (better than goal!)

On-time: 97% ✓ (better than goal!)

🎉 Additional gains:

• Employee satisfaction: +25%
• Safety: Zero incidents

KPI для непрерывного улучшения

Измерение PDCA циклов

📊 Frequency of PDCA cycles

How many per month?

✅ Success rate

% of cycles that hit goals?

📈 Improvement magnitude

Average % improvement?

⏱️ Time to completion

How long per cycle?

👥 Participation rate

% of staff in cycles?

🎯 Goal: Increase number and success of PDCA cycles

🚩 Red Flags

Когда KPI проваливаются

🚩 KPI hasn't moved in 3 months
🚩 Team doesn't know the KPI
🚩 KPI not on any board/dashboard
🚩 No data collection system
🚩 No one assigned to improve it
🚩 Targets are fantasy

⚡ Action Required

Reset the KPI, make it relevant

График внедрения

Построение системы KPI

1-2

Week 1-2: Planning

Identify strategic goals
Define success factors
Select 5-10 KPIs
Set targets

3-4

Week 3-4: Setup

Create measurement system
Design dashboard
Assign owners
Train team

5-8

Week 5-8: Launch & Review

Start measuring
Daily/weekly reviews
Celebrate small wins
Adjust targets if needed

3+

Month 3+: Continuous

Regular reviews
Act on data
Update targets
Expand KPIs as needed

Мудрость Деминга

"In God we trust, all others must bring data"

— W. Edwards Deming

Значение:

Measurement and data are foundation of improvement

Данные и измерение - основа улучшения

Заключение

Сила измерения

📊 "What gets measured gets managed"

📈 "What gets managed gets improved"

🔄 "Lean + KPI = Transformation"

💡 "Data beats opinion"

👁️ "Transparency drives accountability"

🏆 "KPI culture = Winning organization"