ADH CONSULTING SERVICES
Performance Measurement & KPI Consulting
A dashboard can contain accurate numbers without helping anyone decide what to do. ADH helps organizations connect measures to operational questions, define the underlying data, and establish a review routine that supports action.
Discuss your priorities ↗When this work may help
- Departments use different definitions for the same indicator.
- Reports are produced regularly but rarely change decisions.
- Activity counts look healthy while customer or employee friction persists.
Which KPIs should we track?
Begin with the outcome and the decision, then select measures that answer those questions. Avoid collecting a large set simply because the system makes it available. Consider unintended effects and unresolved work alongside completed activity.
A practical engagement approach
Clarify the decision and outcome
Identify the people using the measure, the result they need to evaluate, and the decision within their authority. Explain what the number can and cannot show.
Create consistent definitions
Specify the population, calculation, data source, timestamps, exclusions, owner, and review frequency. Flag missing or unreliable data rather than presenting false precision.
Connect reporting to action
Design a proportionate reporting view with context and exception review. Agree who investigates, who decides, and how resulting actions are tracked.
Possible deliverables
The final scope, deliverables, responsibilities, and timing are agreed for the engagement.
- KPI definition cards and data requirements
- Management reporting outline or dashboard requirements
- Operating review agenda and follow-through rules
An illustrative starting point
Illustrative situation: a team reports faster request closure while reopened cases increase. A measurement engagement could define waiting time, correction rate, and open-item age together, with a consistent follow-up window. This example does not claim a measured client improvement.
Explore the approach
Read the guide to measuring process improvement. Use the free operations improvement worksheet to prepare your initial discussion.