Generic Key Performance Indicators (KPIs) Framework
1. Performance Rating Scale
(Source: Huawei KPI Scorecard)
Score Range Rating Payout Multiplier
9.6–10 Service Exceeds Expectations 1.1x
9.4–9.6 1.0x
9.2–9.4 0.9x
9.0–9.2 Service Meets Expectations 0.8x
8.5–9.0 0.7x
8.0–8.5 0.6x
7.0–8.0 Service Sometimes Below 0.5x
5.0–7.0 Service Often Below 0.3x
3.0–5.0 Service Fails Expectations 0.1x
<3.0 Critical Failure 0x
2. Core KPI Categories
A. Customer Satisfaction (Weight: 30–50%)
(Sources: Huawei, Trellix, Logitech)
KPI Definition Target Frequency Measurement
Avg. score from post-service
Service Satisfaction ≥9.0/10 Monthly Online surveys
surveys
Work Order Satisfaction with resolution Post-completion
≥8.5/10 Quarterly
Satisfaction (1–10 scale) surveys
Complaint % of complaints resolved Ticketing system (e.g.,
≥95% Monthly
Resolution within SLA JIRA)
B. Operational Efficiency (Weight: 20–30%)
(Sources: Logitech, Trellix, Annex F)
KPI Definition Target Frequency Measurement
Work Order CMMS (e.g.,
% acknowledged within SLA ≥95% Monthly
Response Time ServiceApp)
Preventive % of scheduled PM tasks Asset management
≥95% Quarterly
Maintenance completed system
Failures to meet deadlines
Delivery Timeliness ≤3/year Continuous Logistics tracking
(10-day window)
C. Financial & Vendor Management (Weight: 15–25%)
(Sources: Trellix, Logitech, Huawei)
KPI Definition Target Frequency Measurement
(Actual - Budget) / Financial software
Budget Variance ±5% Monthly
Budget × 100 (e.g., MRI)
Vendor SLA % of vendors meeting
≥90% Quarterly Vendor scorecards
Compliance service levels
Cost Savings from Savings from process ≥5% of
Annually Finance audits
Innovation improvements baseline
D. Compliance & Quality (Weight: 10–20%)
(Sources: Annex F, Huawei, Logitech)
KPI Definition Target Frequency Measurement
Adherence to contractual
Process Compliance 100% Monthly Audit reports
processes
Quality of Damaged/tampered goods Customer
≤3/year Continuous
Deliverables complaints feedback
EHS Compliance Adherence to safety protocols 100% Quarterly EHS audits
E. Payroll Management (Weight: 10–20%)
KPI Definition Target Frequency Measurement
% of payroll processed without Payroll system
Payroll Accuracy 100% Monthly
errors reports
Timeliness of Payroll processing
Salaries paid on time 100% Monthly
Payments logs
Compliance with Tax Adherence to labor and tax
100% Annually Audit reports
Laws regulations
3. Implementation Guidelines
A. Baseline & Targets
• Baseline Period: 3–6 months to establish realistic targets.
• Thresholds: Align with industry benchmarks (e.g., 95% for SLAs).
B. Tools & Systems
Function Recommended Tools
Work Order Management CMMS (ServiceApp, JIRA)
Financial Tracking MRI, Newlitic
Vendor Management Scorecards (Excel, Power BI)
Surveys Google Forms, SurveyMonkey
Payroll Management ADP, SAP SuccessFactors
C. Reporting Structure
• Monthly: Operational KPIs (e.g., work orders, budget).
• Quarterly: Strategic KPIs (e.g., customer satisfaction, vendor performance).
• Annual: Innovation, cost savings, and compliance summaries.
4. Sector-Specific Adaptations
Facility Management (FM)
• Prioritize: Preventive maintenance, work order response, EHS compliance.
• Example: Logitech’s "Asset Care PM" (95% target) + Huawei’s "Cleaning Performance"
(≥9.5/10).
Supply Chain & Logistics
• Prioritize: Delivery timeliness, quality of deliverables.
• Example: Annex F’s "≤3 delivery failures/year" + Huawei’s "Process Compliance".
Corporate Services
• Prioritize: Customer satisfaction, expense control, innovation.
• Example: Trellix’s "Innovation Proposals" (1/region/year) + Huawei’s "Expense Control".
Payroll Management
• Prioritize: Accuracy, timeliness, and compliance.
• Example: SAP's "Payroll Accuracy Reports" + ADP's "Compliance Logs".
5. Appendix: Fee-at-Risk KPIs
• Definition: KPIs where performance directly affects financial penalties or rewards.
• Implementation: Clear contractual terms with quarterly reviews.
