KPIs for support groups?

Pharma,
Determining ‘those few truly critical indicators’ isn’t going to be found in a book … or at another company.  I’m sure some others can give you good possibilities, but until the KPI is ‘internalized’ and bought-in by your team (or management) it probably won’t be accepted all that well.
I’d recommend performing a C&E matrix with key inputs down the first column correlated with the key outputs across the first row.  Key outputs is from the standpoint of the customer.
Then you can have a cross-functional team (important) of process owners, suppliers & customers determine the correlation of each input to each output (independently).  There’s a ranking algorithm to cross multiply, etc.
Bottom line – you get both critical inputs (sorting top to bottom) and key outputs (sorting left to right) and a good idea of what your KPI’s should be.
Also, if all else fails speak with the customers of the department … they usually point you in the right direction.
Hope this helps,
Zack
If you’d like a copy of a C&E post your internet email in response and I’ll send you one.

Good ideas, Zack.
Pharma, you can also indicate the true role of each support department; try stating what will happen, when:

engineering is gone, but finance, materials man. QA etc. are still there
finance is gone, but engineering, materials man. QA etc. are still there
etc.
The consequences for your customers, other internal departments and your company will give you indication about the most important process each department does perform.
A consideration like this will help you focusing on relevant processes. Many times support functions are not recognized and ‘heros’ are found elsewhere. The purpose of this consideration is NOT to replace people or to outsource support functions.
Once you have identified KPIs, they should survive the final KPI-test:

a KPI must have an optimum value, or at least an optimum range
there must be a 1:1 relationship with reality:
driving the KPI to its optimum will improve real-life performance
improving real-life performance must drive the KPI towards its optimum.
I state this because I’ve seen KPIs which definately follow other routes …
As Zack said it is also a good idea to have the support people involved: a great KPI will die when it irritates the people evaluated.
Best regards, Michael Schlueter

Zack,
Would request you to mark a copy of the C&E mail to me as well..My Email ID is :[email protected]
Best Wishes
Gaurav

Dear Zack,
I will appreciate receiving a copy of your C&E.
Thank you in advance.
Albena

Zack,
Could you please send me a copy of your C&E matrix. [email protected]
 
Thanks, AlStats

I, too, would like to see the C&E you have available.
[email protected]
Thanks,
David

Dear Zack,
Would appreciate if you could send a copy of C&E to me at [email protected] 
many thanks
Timothy
 

Jim,
Post your email address.
Zack

Dear Zack,
Could I please have a copy of C&E matrics?  My email: ID: [email protected]
Many thanks,
Prahlad Rao, Chief Procurement Officer (CPO), Shared Servcies Center, Bukhatir Group, P.O. Box 1596, Sharjah, United Arab Emairates.
 
 

I would appreciate a copy of the C&E matrix as well.  Thank you! – please send to [email protected]
 
 
Another Pharma

Zack,
Could you send me a copy of the C&E matrix to [email protected].
thanks in advance,
Edward

Hi, Zach, it appears your recommendation of the C & E matrix is a HIT!  I would also like a copy.  Email: [email protected].
Thanks

Dear Zack,
Could I please have a copy of C&E matrics?  My email: ID: [email protected]
Thanks and regards,
Ganesh Rama, Sr. Service Delivery Consultant, Sydney, Australia.

Zack,
 
I would like to receive a copy of your C&E matrix too if it´s possible.
Thank you,
 
RAfael Coutinho
Brazil

Dear sir,
I try to establish meaningful KPIs for support groups for a construction company. Therefore, I wish to tap some of the insights from the  experienced practitioners on this matter.
Thanks.
kk
 
 

Typical “spoon-fed” attitude ,every thing for free,asking others to do your homework!