When performing as a business, it’s crucial to lay out expectations in the form of performance objectives. These objectives set a standard of work across the company and keep everyone on track toward the same goals.
Known as Key Performance Indicators, or KPIs, these goals are set to improve processes over time, increase profits and improve overall performance.
The First Objective: Quality.
In business, the quality of your product or service is vital. You must ensure that your product or service is up to standard and guarantees high customer satisfaction and repeat business. It’s often a visual representation of how well a company does what it does.
Quality is a non-negotiable factor in business. So, conduct quality checks and listen to customer feedback to improve.
The Second Objective: Speed.
Speed is your ability to deliver products or services quickly as a business. For example, think about how fast your response times are to queries or how fast customers receive their orders after purchase.
In the digital age, where waiting is no longer a must, speed significantly impacts a customer’s decision to become a regular.
The Third Objective: Cost.
Cost, in this case, doesn’t only cover the price range of your product or service but the cost of production as a whole. So if you work to have lower production rates, your customer-facing costs can afford to be lower without the risk of damaging profits.
The cost of your product or service is an essential factor in your KPIs, as it will often be the deciding factor for potential customers to do business with you. You risk being out of their price range if it is too high. On the other hand, too low calls your quality into question. Consider the upfront cost of creating your product or the time to deliver your service. You want to ensure these costs are covered, plus enough to turn a profit.
The Fourth Objective: Dependability.
Dependability is the ability of a business to deliver on its promises. It’s about trust and reliability, and it’s about being there for your customers and clients. Customers want to know they’re getting a high-quality product that meets their needs within an agreed time frame.
It has no impact if a food delivery service is cost-effective. Customers will go elsewhere if the food is late, damaged or delivered to the wrong address. As well as this, word-of-mouth is fast, and bad reviews spread faster than good ones. If you’re not dependable, you’ll lose the business of others, too.
The Fifth Objective: Flexibility.
Flexibility is the ability of a business to adapt to changing customer needs. So while staying within a niche to target the right people is good, it’s also important to step up to customer requests.
Flexibility allows a business to stand out against competitors due to its ability to adapt to changing circumstances and offer a solution to specific needs.
Defining your KPIs against the five performance objectives in business is important. Not only do they help you determine your business performance, but they help you provide the best experience for your customers.