Reply To: What are the key performance indicators of successful PMI?


Celine Bolard

KPIs that are important to track, i would recommend to follow a scored cards matrix
1. Financial KPis ; sales evolution, profit evolution
2. Customer satisfaction; clients NPS, client complaints, other Kpis usually used in your industry to measure the quality of service ( number of calls missed, time to service0
3. Operations; implementation of integration projects vs calendar, number of processes integrated, implementation of communication plan
4. People; retention of key employees, voluntary turn over, number of hours spend in training
5. Risk management; number of incidents with material impact for the company

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