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KPI & OKR System

1. Overview​

We manage performance using two distinct tools:

  1. OKRs (Objectives and Key Results): For Quarterly Strategy (Change/Growth).
  2. KPIs (Key Performance Indicators): For Weekly Health (Business as Usual).

2. OKR Framework (Quarterly)​

  • Objective: Where are we going? (Qualitative, Inspirational).
  • Key Result: How do we know we arrived? (Quantitative, Measurable).
  • Cadence: Set quarterly. Graded at the end of the quarter (0.0 - 1.0 scale).
  • Tracking: MS Loop Workspace.

Example:

  • O: Become the most trusted provider in the market.
  • KR1: Increase NPS from 40 to 60.
  • KR2: Publish 5 Case Studies.

3. KPI Scorecard (Weekly)​

These are the "vital signs" of the business. They must be reported weekly in the Leadership Sync.

A. Sales & Revenue (System 03)​

  • New Deals Closed ($): Total value of signed contracts.
  • Pipeline Value ($): Total weighted value of open opportunities.
  • Deal Conversion Rate (%): Leads -> Customers.

B. Marketing (System 02)​

  • Marketing Qualified Leads (MQLs): # of leads passing criteria.
  • Cost Per Acquisition (CPA): Marketing Spend / New Customers.
  • Website Traffic: Unique visitors.

C. Cash Flow & Finance (System 07)​

  • Cash on Hand: Total liquidity.
  • Monthly Burn Rate: Total expenses.
  • Accounts Receivable > 30 Days: Overdue invoices.

D. Content Engine (System 05)​

  • Output Volume: # of AKUs (Atomic Knowledge Units) published.
  • Consumption: Views/Downloads of internal or external content.

E. Support & Operations (System 09)​

  • CSAT Score: Customer Satisfaction (1-5).
  • Average Resolution Time: Speed of ticket closure.
  • Ticket Volume: Total incoming requests.

4. Reporting Protocol​

  • When: Updated every Monday morning by 10:00 AM.
  • Where: "Weekly Scorecard" Excel sheet linked in MS Loop.
  • Who: Department Heads are responsible for their respective metrics.

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