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© Copyright 2006 MSX International. All rights reserved. MSX Dealer Development 2007 Page 1
KPI Dashboard and Measurement
Financial and non-financial metrics used to quantify objectives to reflect strategic performance
of an organization
KPIs are used in Business Intelligence to assess the present state of the business and to
prescribe a course of action.
The act of monitoring KPIs in real-time is known as business activity monitoring.
KPIs are frequently used to "value" difficult to measure activities such as the benefits of
leadership development, engagement, service, and satisfaction.
KPIs are typically tied to an organization's strategy (as exemplified through techniques such
as the Balanced Scorecard).
The KPIs differ depending on the nature of the organization and the organization's strategy.
They help an organization to measure progress towards their organizational goals, especially
toward difficult to quantify knowledge-based processes.
© Copyright 2006 MSX International. All rights reserved. MSX Dealer Development 2007 Page 2
KPI is a key part of a measurable objective
Identifying indicators
It is necessary for an organization to at least identify its KPI's. The key environment for identifying KPI's are:
When identifying KPI's the acronym SMART is often applied. KPI's need to be:
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Areas to be analyzed
Faster availability of data is beginning to become a concern for more and more organizations.
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Categorization of indicators
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Issues
In reality organizations and businesses often when looking for Key Performance Indicators
discover that they cannot get the performance indicators that they would like to get.
These are used as if they were Key Performance Indicators and often called KPI's since
something is better than nothing.
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Key Performance Measurement “Another way”
Key Performance Measurement is an effective management tool because it provides the information
decision makers require to accurately monitor key issues related to company and organizational goals,
progress and quality at both the executive and project levels and performance against a plan.
Measurement also provides data that managers need to ask the right questions -- and make the right
decisions based on objective information.
Measurement provides progress assessment and data for objective decision making.
We provide measurement views and tools but the MSX Performance Measurement System Tools
key to success is not to implement all the Soft:
measurements. CSI-Customer Satisfaction Survey
Rather, assess your work and dealers, identify your PSI-Index Prospect Survey (Shopping+Calling+eMail)
stakeholders' needs, identify measures and DSI-Dealer Satisfaction Survey
indicators to ensure that you satisfy those needs. ESI-Employee Satisfaction Survey
Hard:
Therefore we structured the key drivers of the retail Turn Over - MSX Qualified Dealer Composite
business and their performance measurement in a ROI, Viability - Balance Sheet – EBIT
GMROI- MSX Qualified Dealer Composite
“Another way”
approach:
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Employees key to customer satisfaction
It’s a People Business
In Times they are a changing as organisations who are working to increase levels of customer satisfaction
are refocusing investment in their employees, rather than in new technology.
In Recruitment, training, development and binding of human resources are decisive factors for securing
competitive advantages by generating sustainable customer satisfaction.
This is the vital Key Perfermance Indicator (CSI) wich is often underastimated.
Within our studies we could show the dircect coralation from CSI to ROI and Growth.
Systematic and strategic development of human resources and the associated increase and retention of
knowledge is the basis for long-term success. Because knowledge brings ideas and ideas bring success. And
the ideas in a company can come only from its people.
Investing in people is the opportunity to boost bottom-line profitability at the Retail business:
Employee Satisfaction Dealer Satisfaction Customer Satisfaction ROI, Brand Image, Market Share
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Customer Satisfaction and Customer Retention
We identify for our clients the needs and expectations of their customers.
Using these results, we then create an active customer satisfaction
management program for increasing customer satisfaction and sustainable
customer loyalty.
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Customer Satisfaction and Customer Retention
Active dialog with the customer can now commence: your marketing and
sales goals can be targeted according to precisely-defined profiles and then
systematically tracked to monitor success.
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Performance Measurement Matrix
ROI
Importer/ NSC
Coaching E-Learning
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Key Performance Measurement “Another way”
The MSX Perfermance Measurment systematic includes methodologies for defining strategy, objectives and goals
and developing metrics to measure execution against the strategy.
The MSX “Another Way” approach is based on the idea that to understand performance, dealer networks need a
balanced model that encompasses a range of key internal and external indicators, as well as the related
performance drivers and outcome metrics that describe the cause-and-effect relationships behind the strategy.
It gives a “balanced” view of performance against plan by offering a balance between short- and long-term
objectives, desired outcomes and performance drivers, and “hard” and “soft” objective measures.
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Key Performance Measurement
Virtual Dealership
CONTENT
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Dealer Network
Fitness Value
This high level of functionality and flexibility within a 'ready-for-use' application permits the rapid implementation of
a personalized system.
Indeed, the majority of functions traditionally considered 'custom features' by clients are already included as a
standard in the MSX Dbit Web application
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Dealer Network
Fitness Value
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Key Performance Measurement “Another way”
The Tool
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Key Performance Measurement “Another way”
The Tool
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Key Performance Measurement “Another way”
The Tool
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Key Perfermance Indicatores
More than just numbers
Figures, but also offer our clients customized market research solutions, providing a sound
basis for decision making and for achieving company objectives.
Market research with the cutting-edge solutions. The result is optimum interpretation and
maximum usefulness of the generated data.
MSX support their clients where it counts. To do so we offer a wide range of services that
extend from developing intelligent and promising concepts based on market research results, to
successfully implementing these concepts, and monitoring and evaluating their success.
We provide our clients not only with data but also with the support of an assigned team of highly
motivated staff from the beginning of the project up to interpretation and implementation of the
results. Our focus throughout is on customer satisfaction, our personal benchmark for success is
the overwhelmingly satisfied customer.
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Key Perfermance Indicatores
More than just numbers
At MSX, we find the answers to the questions that concern the complete automotive added
value chain today:
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Key Perfermance Indicatores
Market Share and Units
The Sales growth of a dealer network can ultimately be measured by its success among its
customers.
Active dialog with the customer can now commence: dealer marketing and sales goals can be
targeted according to precisely-defined profiles and then systematically tracked to monitor success.
The monitoring of customer-relevant quality standards opens perspectives for offering service
guarantees and service commitments that are important for the customer.
© Copyright 2006 MSX International. All rights reserved. MSX Dealer Development 2007 Page 21
Key Perfermance Indicatores
Market Share and Units
With our Dbit (Dealer Business Improvement Tool) system, we can determine during the
implementation phase whether your customer-oriented processes are effective and efficient. To do
so we compare the compiled actual key performance indicators with the targeted values.
We generally work with a Index Contact approach. This method is especially appropriate for the
motor industry and distribution system.
Throughout market Share and Sales Increase we proof on an ongoing base our implementation
strategy.
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KPI Interpretation
Transfer & Coaching
The data mining, we unearth previously undiscovered knowledge slumbering in diverse customer
databases and archives.
Using conjoint analyses, for example, we help companies discover and evaluate relevant product
characteristics before a product launch.
Using multivariate procedures and effectiveness analyses, we can show our clients which factors
influence a particular research topic (for example customer satisfaction) and to what extent.
© Copyright 2006 MSX International. All rights reserved. MSX Dealer Development 2007 Page 23
KPI Interpretation
Transfer & Coaching
Scoring models are then very helpful in evaluating the results and converting them into detailed
Sales and Marketing strategies.
Frequently, the results of a survey can be more than conclusive and yet nothing happens – often
because resources and capacities are lacking.
Our trainers and coaches conduct workshops on side at the dealership and explain to your
employees how the figures are to be interpreted.
Together with our clients, our trainers and coaches develop action plans that enable you to control
improvement measures by way of a results-oriented monitoring system.
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The Life Cycle Approach to Managing for Results
How do KPI fit into the Broader Results-based Dealer Development?
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Example
MSX Sales Accelerator
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Example
MSX Sales Accelerator
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Example
MSX Sales Accelerator
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Example
MSX Sales Accelerator
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Increase Efficiency
Reduce Costs
Maximize Revenue
Establish
Increase Market
Differentiation
Impact
Enhance Quality
© Copyright 2006 MSX International. All rights reserved. MSX Dealer Development 2007 Page 30