Earlier this year I spoke about having a target being crucial to obtaining a given result and a good way to start is by setting KPI – Key Performance Indicators. This is the beginning of producing results which are quantifiable and repeatable.

How do you establish what your KPI’s should be? Look for critical points of interaction.

What does that mean? Any stage of your business process which is likely to affect the outcome of that process positively or negatively is a critical point and therefore the result of that activity deserves to be managed.

How do you manage it? Count it!