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KPIs for support groups?

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  • #35898

    Pharma
    Participant

    I am struggling to develop Key Performance Indicators for support groups in the pharmaceutical industry.   The support groups would include engineering, finance, materials management, quality assurance, etc.   I believe that we have done a good job developing KPIs for direct line manufacturing, but developing useful KPIs for the support groups is proving much more difficult.   Metrics based on speed, cost and customer service can be derived but developing a composite of those few truly critical indicators of operational success and using them to triangulate in the identification of areas of opportunity is proving elusive.    I’ve not been successful with Google searches or looking through the forum getting what I feel to be reliable information to initiate benchmarking with others in the industry or in finding reading materials to help.   If anyone has experience in this, has recommended reading materials, or knows of a company that has successfully developed and implemented KPIs for support groups in the pharmaceutical industry, I would certainly appreciate your help.   Thanks.

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    #101944

    Zack Guthrie
    Member

    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.

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    #101956

    Peppe
    Participant

    Pharma, take a look to balanced scorecard method to build up a KPI. it could be useful for your needs.
    Regards,
    Peppe

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    #101958

    Michael Schlueter
    Participant

    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

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    #101980

    Pharma
    Participant

    Thank you very much for the responses.  It was very good input which I agree with in concept and will look at for application.    Let me both broaden and narrow the request a little.    I’d like to ask the question again and not limit it to experiences in the pharmaceutical industry.
    Is anyone familiar with a company in any industry or business sector that has been successful in establishing Key Performance Indicators for support groups?   If so, I’d like to setup a benchmarking opportunity and will initiate and coordinate that once target companies are identified.
    Realizing that the answer won’t be given in books and my company needs to self-initiate, apply and use the support group KPIs, making them meaningful for us and assuring organizational acceptance, do any reading materials come to mind that might be both of a thought-provoking and guiding nature? 
    Thanks again for your help.  
    pharma  [but not limited to pharmaceutics]

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    #102061

    Pharma
    Participant

    Zack,
    Yes.   I would appreciate getting a copy of a C&E.   My email is:
    [email protected]      Thanks for your help.   pharma

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    #102899

    Mayes
    Participant

    Dear Zack,
    After reading your forum, is it possible if you can send me one too at [email protected]
    Your help is very much appreciated. Thanks.
     
    sharil

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    #102902

    Gaurav
    Participant

    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

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    #102910

    Arthur
    Participant

    Zack,
    Obvioulsy a popular request.  Please can you send me a copy of your C&E matrix. Email: [email protected]
    Julie
     

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    #102911

    Albena Ivanova
    Participant

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

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    #102916

    Rajanga Sivakumar
    Participant

    Zack,
    Can you send me too a copy of the C&E? Thanks.
    My e-mail id is: [email protected]
    Rajanga

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    #102933

    AlStats
    Participant

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

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    #102935

    Schuette
    Participant

    Zack,
    Good comments. Customer requirements always take you to KPI whether as Service or Product. Support groups often look at Service requirements.
    Yes, I would like to receive a copy of your C&E matrix too if possible.
    Thanks,
    Jim

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    #102988

    David Conry
    Participant

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

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    #103022

    Jonathon L. Andell
    Participant

    You don’t really need an “answer,” you need a process to discover the KPIs that make sense in your situation. There are some good approaches out there. One of my favorites is in Robin Lawton’s book “Creating a Customer-Centered Culture.” There are other good ones, too. Send me your email address and I’ll send some more info off-line.

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    #103103

    Timothy Tsai
    Member

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

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    #103218

    Zack Guthrie
    Member

    Albena,
    Don’t have your email address.  Post it.
    Zack

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    #103220

    Zack Guthrie
    Member

    Jim,
    Post your email address.
    Zack

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    #103239

    Pharma
    Participant

    Jonathon,
    Thanks for your help.  My email is [email protected]   I agree fully.  I need the KPI discovery process.   Thanks again.

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    #103261

    Prahlad Rao
    Participant

    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.
     
     

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    #103266

    A.Singh
    Participant

    Hi Zack,
    Would you be able to send copy of C&E to me also at [email protected]
    Thnx
    Ajit

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    #103466

    another pharma
    Participant

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

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    #103488

    John Palka
    Participant

    I agree with Jon, a KPI process is needed.  One approach you can start immediately without reading any books is to:
    (1) Get a consensus on the most critical processes within each department.  These are usually the processes that will delay the delivery of your products and services if something goes wrong.
    (2) Create a SIPOC diagram of each critical process.
    (3) Meet with the Customers of each critical process and get their input on how performance should be measured.
    Usually after step 3, KPI’s will start “coming out of the woodwork” and your problem will shift to “How to narrow the KPIs down to the vital 1-or-2.
    John

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    #104611

    Zuo
    Participant

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

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    #104808

    Albena Ivanova
    Participant

    Hi, Zack,
    Sorry but I was on holiday.
    My e-mail is: [email protected].
    Thanks in advance.
    Albena

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    #104816

    Thomas
    Participant

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

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    #104981

    mullally
    Participant

    Hi Zack,
    I am interested in your C&E approach could you email me a copy to [email protected].
    I will be working crime/Safety sevice sector as performance analyst where KPI’s are used. Also will have some input to KPI’s at lower levels of the organisation.
    Thanking you in advance
    Ian

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    #108932

    Sankar
    Participant

    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.

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    #108942

    tl
    Member

    Zack,
    Can you send me too a copy of the C&E? Thanks.
    My e-mail id is: [email protected]
     
    Tuula

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    #109741

    Rafael COutinho
    Participant

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

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    #113224

    Beato
    Participant

    Could I possibly also have a copy of your C&E matrix?
     
    Many thanks in advance
    A

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    #136217

    K K Yeo
    Participant

    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
     
     

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    #180935

    Pai
    Participant

    Hello Jack,
    can you send me the C&E matrix as well on my [email protected] id. Also if you have some KPI/Matrix on a captive development center as well, pls share that as well. This would be a great help.
    Thanks
    Rajesh
     

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    #180948

    Taguchi
    Member

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

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