Overcoming a Crisis of Confidence in Measures and KPIs

Published On:
March 11, 2024
Authored By:
Members-Only Content:

In 2018 and again in 2024, APQC carried out survey research to better understand the common challenges and priorities associated with operational KPIs for process and performance management (PPM) practitioners.

APQC found that many PPM respondents are suffering from a crisis of confidence in their measures and KPIs. Compared to respondents from the 2018 survey, respondents in 2024 feel far less certain about the effectiveness of their current measures. Respondents in 2024 also use measures for fewer types of decision-making than their peers in the 2018 survey. 

Selecting and tracking measures in a way that drives better decision-making is a challenge even for the best organizations—but it’s not impossible. After reviewing key findings from our 2018 and 2024 Operational KPI Priorities and Challenges surveys, this article examines three of the most common types of measurement challenges and highlights the strategies that leading organizations use to meet these challenges.