A Quick Guide to 11 Types of KPIs

2020 was a banner year for dashboards. As workers shifted from the office to home, having access to vital information, valuable data, and important metrics at their fingertips was more important than ever. Across multiple industries, many platforms, and varied job roles and responsibilities, dashboards were invaluable for keeping tabs on systems and KPIs. While good dashboard design is meant to keep things simple, they should improve efficiency, save time, and still provide all the data a user needs. For some users, particularly in the age of big data and with an intense focus on tracking metrics, that’s a lot of information. For that reason, knowing how to design a dashboard with the end-user in mind is key. The bottom line is a properly executed dashboard has to be both useful and usable. Quick Links 2020 Data Dashboards Roundup Top Data Dashboard Best Practices Effective Data Dashboard Examples Transform Your Use of Data Dashboards in 2021 with BrightGauge! 2020 data dashboards roundup In much the same way as radio stations, tv stations, fashion influencers, restaurants, and even individuals reflect on the year that has passed to make a plan to look forward, our blog is doing a bit of the same. Why do we all participate in this time honored tradition? Because reflection is good. Because analyzing what we’ve done right, where we’ve been successful, allows us to recreate those wins. There’s no reason why, as businesses, as managers, as strategists, we shouldn't do the same. And, if our dashboards would do it on their own, we’d let them. Instead, let’s take a look at what went right this year. Top data dashboard best practices As noted above, the goal of any dashboard is to be both useful and usable. Keeping that in mind there are a few best practices, some familiar, some new, to consider when designing dashboards for business use. 1. Consider the end-user- First and foremost, any dashboard should be designed with the user in mind. What information is relevant to these specific user or user group? What information are they monitoring regularly and what’s the best way to deliver that information? Should it focus on operations (what’s happening now)? Analytics (performance trends)? Or strategy (KPIs)? Always design with the end-user in mind. 2. Keep it high level- On first glance, your user should see the data they need. If they need to drill down and dig deeper to get more specific information, provide an easy way to do so, but avoid cluttering a dashboard with too many cards. 3. Consider data representation elements- Not all data needs a number. Some data, particularly as you move into performance analytics and KPIs, may be better represented by a chart or a graph or a meter. For example, when considering network performance, a meter that shows a slow down in red rather than a number which measures user traffic may be more useful. 4. User design and information architecture principles- When structuring the layout of your dashboard, remember design principles and consider the importance of information. If design principles say lead with the top left corner and move in a “Z” direction, the most important data/metric should go in the top left corner and lead from there. Similarly, the temptation exists to fit as much as possible on a single screen and to use bright colors, and a lot of them, to help differentiate data sets. However, this actually runs contrary to design principles. To make a dashboard most useful, keep it simple. 5. Create context- It’s great to have charts and graphs, but label them or consider allowing a user to drill down to comparison through a simple click. Some data isn’t nearly as useful if there’s no framework around. Consider again a user traffic metric. If a dashboard reports 54 current users, that information is data and might seem useful on the surface. However, if it’s noted that bottlenecks occur at 56 users and traffic is heavy, then the context of 54/56 becomes important. 6. Consider multiple layouts- Your main dashboard should have a different appearance than dashboards that drill down or represent different users or systems. You want your user to be able to, at a quick glance, determine which “view” they’re looking at. It doesn’t have to be complex, but simple layout changes will indicate where in the dashboard a user finds themself. Applying filters to your dashboard which you can toggle on and off can help you achieve the view you're going for. 7. Optimize for accessibility- If your workers are remote or there may be need to view dashboards on a mobile device, make sure you’ve designed with that layout in mind. This may have been a tough lesson learned in 2020, but moving forward in 2021 and beyond, remote workers will need those dashboards and desktops or laptops may not be their device of choice. 8. Measure performance- We likely spend a lot of time talking about metrics, KPIs, and data regarding our businesses, we should be doing the same when it comes to a dashboard. Is it functional? Is it working? How are the end-users actually using it? As with any tool we use, we should regularly be evaluating if it’s the right tool for the job. Dashboards are no different. Effective data dashboard examples Over the course of 2020, we highlighted a few standout dashboards to share with you. Clever Ducks, an MSP out of San Luis Obispo, California focuses on clients who want to strategically use IT to cut their costs. They built a client success overview dashboard that allows them to effectively manage their customer relationships. Blending visual and informational architecture design strategies, they achieved a clean and clear dashboard that not only simplified their CRM duties, but also improved the efficiency of  client meetings. Check out their dashboard view here. If like many companies, you’re managing a remote workforce, then you likely understand the struggle of keeping track of where team members are on important objectives. At the start of the pandemic, in April, we shared our Managing to Green and Managing to Zero dashboards. As discussions of remote work continue, these are still incredibly valuable. Further, in BrightGauge, you can filter those dashboards for individual team members and share with them to ensure alignment on key objectives. Another remote work management dashboard, this time from Network Doctor based in the Northern U.S., demonstrates how a dashboard can manage a team members workload and time utilization as well as how that fits into a larger strategic picture. Not only are they managing team members and utilization, but it’s helping them handle trouble tickets in a way that fits into current team availabilities and needs. Check out their dashboard view here. While BrightGauge dashboards are great for team management, they’re also versatile enough to give a high level overview of essential KPIs and financial insights for a CEO. As demonstrated by Premier One, a dashboard like this keeps all important data in one place providing enough data for an assessment of what’s impacting a businesses revenue and what strategies will be best moving forward. Check out their dashboard view here. The final dashboard we shared with you in 2020, the Agreements Dashboard, is a great way to assess whether your Monthly Recurring Revenue (MRR) is hitting the mark. It’s a great tool for sharing a lot of key data points with executive team members regarding that MRRs as well as customer value. If your executive team and even CRO need a quick look at the customer landscape, this is a great option. Check out that dashboard view here. Transform your use of data dashboards in 2021 with BrightGauge! 2020 was full of challenges and, for some, being able to adapt your business to meet them head on may have been one of them. For many, it just meant finding the right tools, like BrightGauge dashboards, which allowed managers to keep remote teams working together and achieving team objectives. As you move into 2021, and as we adjust to this new work landscape that no doubt will continue to include remote work, stay on top of your business and team member needs with digital dashboards. To talk to someone about how we can help you inform, analyze, and strategize with BrightGauge’s customizable dashboards, get in touch today.  

 Employee accountability can be a crucial part of ensuring that everyone in an organization is putting forth their best effort—driving productivity and results. While many organizations use goal setting and management to drive accountability for product development, customer service, and other “front line” staff, it’s also important to track human resources department goals and hold HR teams and leaders accountable for their responsibilities. While human resources teams are usually in charge of enforcing accountability—tracking employee performance to monitor whether employees are meeting goals or falling behind—they also need to be held accountable to help ensure that HR department goals are met. Goal management can be an integral tool for ensuring HR teams are able to demonstrate high accountability. How does goal management improve employee accountability? What are some example goals of HR managers that should be met? What about HR team goals? How goal management improves employee accountability Goal setting and management can help any team create (or improve) employee accountability in several ways: Creating a shared purpose among HR teams. Having common goals for a team helps to foster a culture of responsibility and accountability. Nobody wants to be the one person who let the department down. With shared HR goals, some HR department staff may be more motivated to help out those who are struggling with specific tasks. Enforcing individual responsibility for specific metrics. Individual employee goals help people take ownership of their work since they’re being held to a set standard. This can be just as important for HR teams as it is for “front line” employees. Giving HR professionals measurable progress targets. Sometimes, it can be hard for employees in any department to feel motivated when their goals are too big, far off, or reliant on others. Effective goal management helps create smaller, specific, and achievable goals to motivate employees that they can be held responsible for. This helps to foster accountability in all departments—including HR. 7 leadership goals of HR managers to track What types of goals should be tracked for HR leaders? What overarching human resources department goals will help increase accountability for HR leads while helping move the needle for an organization’s overall business goals? This can be tricky, since many HR goals may not be directly controlled by HR managers/execs. However, tracking these strategic HR goals can be important for identifying issues within the organization and creating strategies to improve them. Here are a few HR manager goals to consider: Cost per hire. How much does the business spend on employee acquisition per hire? HR leadership should be providing strategies for minimizing employee acquisition costs while improving retention. Voluntary employee attrition. How many employees are willingly leaving the company per month, quarter, or year? High rates of employee attrition can be indicative of a systemic problem in the organization, issues with specific managers or job roles, or flaws in the employee retention strategy. HR managers should watch for high voluntary employee attrition and devise strategies to prevent it. Time to productivity. How long after a new employee is hired does it take for them to start being productive? While there will always be some variance in how long it takes for employees to start being productive based on their job role, if the time to productivity metric for employees falls well behind the industry average, it might be time to reconsider the organization’s onboarding and employee training processes. Time to hire. How long does it take to hire an employee? While hiring timelines will vary depending on how strictly employees need to be vetted for a given role, if the time-to-hire is too long, it can hurt productivity in departments that desperately need personnel. Tracking time to hire helps HR managers stay on top of potential issues that may cause delays in the hiring process so they can suggest solutions and keep hiring timelines short. Employee satisfaction. How happy are employees with their work? Do their job responsibilities and rewards align with the expectations set during the hiring process? Tracking employee satisfaction helps HR leaders determine if there are issues that may be affecting employee retention. By creating fixes for these issues, HR managers can help increase employee retention so the organization can maintain higher productivity and minimize recruitment expenses. HR expense to revenue ratio. How much money is being spent on HR needs in comparison to the company’s total revenue. While HR is important, spend on human resources shouldn’t exceed what the organization can afford. An organization’s overall size and budget will be the primary criteria to determine what their HR spend should be. HR staff to employee/worker ratio. The Society for Human Resources Management (SHRM) highlights this statistic as a “way to compare HR staffing levels across and within organizations.” While the ideal HR team to worker ratio may vary from one organization to the next, it should be high enough to allow employees to avoid serious bottlenecks in any given HR process, but not so high that HR team members are sitting idle. 5 goals to track for HR professionals If HR managers are mostly concerned with strategic-level goals and ensuring they can be met, what kinds of employee goals should HR team members keep track of an be accountable for? Some examples of goals that can help drive HR employee accountability include: HR service tickets closed. How many employee service tickets do members of the HR team handle each day? How frequently are employees able to get resolution for the issues they bring to HR? Tracking HR service tickets closed helps businesses keep track of how effective their HR teams are at providing important employee support services (which can help drive employee satisfaction and prevent voluntary turnover). Time to resolution for service tickets. How quickly can an HR team member resolve specific types of employee problems? Are employees going in circles getting redirected between different HR team members? If reporting issues to HR is too much of a hassle, employees may opt to avoid making reports—they’ll just quit instead. So, tracking how long HR staff members spend on resolving calls or complaints from employees can be vital. # of new hire interviews conducted. In organizations where HR team members are part of the interview process, tracking how many interviews HR personnel are part of can be an indication of how dedicated they are to supporting the hiring process. However, this metric may be less valuable for organizations that aren’t consistently brining on new employees on a regular basis. # of recruitment calls. How frequently are HR personnel reaching out to potential employees to bring in fresh talent? This is a recruitment activity metric that can help establish how much HR team members are working towards hitting recruiting goals. New hire quality. When new employees are brought on board by the HR team and have been able to become productive, how do their managers and fellow team members rate their performance? New hire quality can be an indicator of how well HR team members are vetting job applicants and preparing them for integration into the company’s culture and work processes. Need help tracking HR performance metrics and other internal statistics? Reach out to BrightGauge today to discover how you can create custom data dashboards that make tracking any department’s (or employee’s) performance fast and easy!

Many managed service provider (MSP) owners often ask themselves one pressing question: How profitable is my business?    Tracking profitability is generally a good way to understand how well a company is doing. If you have a consistent profitability ratio, it likely means you're a resilient business, you're doing a good job of balancing your costs, and you're succeeding in generating meaningful revenue.    This month, we're looking at a Profitability Analysis report, which helps MSPs understand where they are by looking at important metrics such as: Hours spent on user tickets Agreement Health Effective Hourly Rate on Agreements Margin Percentages Other tickets details    Profitability Analysis Report - view here     Viewing an updated Profitability report on a consistent basis can help MSP owners and managers identify trends, course correct where needed, and implement new strategies to optimize the way business is done.    To recreate this report for your own team, check out the links below: Profitability Analysis Report (Public view link) Profitability Analysis Report Buildout Key    Please feel free to reach out to success@brightgauge.com with any questions you have!