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Performance & KPI Design

Enterprise Performance System: North Stars + Team KPIs

Client: National home improvement retailer

Situation

Performance visibility across service teams was fragmented; leaders lacked consistent rollups while teams lacked role-specific KPIs tied to day-to-day execution.

Task

Create a scalable performance system combining shared north stars with team-controllable metrics, delivered in tools that work for both leaders and front-line coaching.

Action

Anchored north stars on Conversion Rate and Measure Volume. Built enterprise dashboards in Tableau and delivered individual report cards via Excel and Outlook automation for push distribution. Delivered role-specific KPI suites for field measurement (scheduling, on-time behavior, customer feedback, compliance) and call center teams (phone metrics, productivity, real-time execution).

Results

Transformation

Before: Fragmented performance visibility

Performance data was siloed across teams with no consistent rollups. Leaders relied on ad-hoc requests, and front-line managers lacked role-specific KPIs to guide daily execution.

  • No consistent performance rollups for leadership
  • Ad-hoc data requests slowing decision-making
  • No role-specific KPIs for coaching
  • Individual performance invisible to managers

After: Automated performance operating system

Enterprise dashboards with automated report cards delivered via email. Shared north star metrics align leadership while role-specific KPIs give managers actionable coaching signals.

  • Consistent performance operating system across the org
  • Automated individual report cards via email
  • Role-specific KPIs for targeted coaching
  • Aligned leadership rollups with drill-down capability

Key Metrics

Performance visibility

Fragmented
Enterprise-wide

Report distribution

Manual
Automated

Coaching specificity

Generic
Individual-level

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