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Redefining KPIs with Information Flow Visualisation – Practitioners’ View

Authors:
Jarkko Hyysalo
Markus Kelanti
Jouni Markkula

Keywords: key performance indicators; KPIs; modelling; visualisation

Abstract:
We investigate Key Performance Indicators (KPIs) in a large and multi-national telecommunication company and discover needs and requirements for understanding, analysing and using KPIs from practitioner’s perspective. Utilising an action research approach, we identified the existing challenges with KPIs in a large-scale software-intensive systems development in a global setting. Our study revealed several issues with organisations KPIs, e.g., measuring the wrong things or not basing the measurements on reliable data. Based on the identified issues, a visualisation and modelling approach was introduced to reform the KPI representation and formulation to improve understanding and communicating KPIs, as well as their use in decision-making. We suggest that KPI information flow visualisation with appropriate tool support allows redefining usable, valid and reliable KPIs. The problem is addressed with a simple solution that is easily adopted and taken into use at all levels of an organisation.

Pages: 114 to 121

Copyright: Copyright (c) IARIA, 2018

Publication date: October 14, 2018

Published in: conference

ISSN: 2308-4235

ISBN: 978-1-61208-668-2

Location: Nice, France

Dates: from October 14, 2018 to October 18, 2018