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声明： 在绩效管理中，我们经常讨论“过程”和“结果”指标。但它们到底是什么意思？ In performance management we often talk about “lagging” and “leading” indicators. But what do they mean exactly? 结果性指标通常以“产出”为导向，易于衡量，但难以改善或影响；过程性指标通常以投入为导向，难以衡量，且易于影响。 Lagging indicators are typically “output” oriented, easy to measure but hard to improve or influence while leading indicators are typically input oriented, hard to measure and easy to influence. 让我用一个简单的例子来说明这一点：对我们许多人来说，个人的目标是减肥。明显的结果指标，易于测量。你按比例走，就有答案了。但你是如何真正达到你的目标的呢？对于减肥，有两个“过程指标”指标：1卡路里摄入和2燃烧的卡路里。这两个指标容易影响，但很难衡量。当你在餐馆点午餐时，菜单上没有列出卡路里的含量。如果你是我，你不知道你一天燃烧多少卡路里。 Let me illustrate this with a simple example: For many of us a personal goal is weight loss. A clear lagging indicator that is easy to measure. You step on a scale and you have your answer. But how do you actually reach your goal? For weight loss there are 2 “leading” indicators: 1. Calories taken in and 2. Calories burned. These 2 indicators are easy to influence but very hard to measure. When you order lunch in a restaurant the amount of calories is not listed on the menu. And if you are me, you have no clue how many calories you burn on a given day. 现在，让我们试着将其转化为业务。大多数财务指标，如收入、利润、成本都是“缺乏指标”。它们是公司活动的结果。 Now let’s try to translate this to business. Most financial indicators such as revenue, profit, costs are “lacking indicators”. They are results of the activities of the company. 现在让我们设想一下，您正在管理一家IT外包公司，您的目标是遵守与客户商定的SLA（服务级别协议）。例如，解决高优先级事件的最大允许时间是48小时。 Now let’s imagine you are managing an IT outsourcing company and your goal is to be compliant with the SLA’s (service level agreements) you agreed upon with your customers. For instance the maximum allowed time to resolve high priority incidents are 48 hours. 这个输出很容易测量：您可以在48小时内解决事件，也可以不解决。但你如何影响结果呢？为了达到预期的结果，你必须进行哪些活动？ The output is easy to measure: You either solve your incidents in 48 hours or not. But how do you influence the outcome? What are the activities you must undertake to achieve the desired outcome? 例如：确保员工在事故发生时立即开始处理。确保将事件分配给具有正确技能的合适人员，并且此人没有因其他工作而超负荷。 For instance: Make sure staff starts working on incidents immediately when they occur. Make sure that incidents are assigned to the right people with the right skillset and that this person isn’t already overloaded with other work. 这可以转化为以下“过程”指标： This could be translated into the following “leading” indicators： -%2小时内未工作的事件。 - % of incidents not worked on for 2 hours. -%超过1天的开放事件。 - % of open incidents older then 1 day. -%三次以上的事件。 - % of incidents dispatched more then 3 times. -每个代理的事件平均积压量 - Average backlog of incidents per agent 当您开始每天测量这些关键绩效指标,，并将重点放在改进这些关键绩效指标上时，我认为极有可能看到SLA合规性的改进。 When you would start measuring these KPIs on a daily basis and focusses on improving these KPIs, I would think it is extremely likely to see an improvement in SLA compliance. 过程指标与员工开展的活动有关。还记得我们的个人例子吗？减肥不是一种活动，运动和饮食都是。 Leading indicators are often related to activities undertaken by employees. Remember our personal example? Losing weight is not an activity, exercise and eating are. #END# 点击下图，直接购买以下商品：
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