DEFINITION

According to PKPA Bilangan 2/2205, KPI adalah suatu system pengukuran yang mudah,
berkesan dan membantu organisasi menjelaskan dan mengawal tahap kemajuan sesuatu
proses perkhidmatan yang disampaikan pada pelanggan selaras dengan misi dan visi
sesebuah organisasi. Selain itu, KPI juga didefiniskan sebagai pengukuran yang menjelaskan
sejauh mana sesuatu program itu mencapai objektifnya. KPI juga adalah ukuran yang
quantifiable yang dipersetuju bersama dan menggambarkan faktor kejayaan kritikal
sesebuah organisasi. Walau bagaimanapun, KPI setiap organisasi berbeza dengan organisasi
yang lain.

 According to PKPA Number 2/2205, the KPI is a simple, effective measurement

system that helps organizations define and control the progress of a service process
delivered to customers in line with the mission and vision of an organization.
 In addition, KPIs are also defined as measures that define the extent to which a
program achieves its objectives.
 KPIs are also measurable measures that are mutually agreed upon and reflect the
critical success factors of an organization.
 However, the KPIs of each organization are different from those of other
organizations.

THE REASON

 Kaplan (2003) states the reasons why organizations need to measure their
achievement, which is; “If we can’t measure our process, we cannot manage our
processes. If we can’t manage our processes, we can’t change our processes for
improvement. If we can’t improve our processes, we can’t meet or exceed our
customers’ expectation (measure – manage – change – exceed)

THE ADVANTAGES
 Dapat membantu organisasi mengetahui sama ada misinya berjaya dicapai atau
tidak.
 Mengesan perkembangan prestasi berdasarkan matlamat strategiknya (dan objektif
serta sasarannya)
 Menggalakkan pemikiran bersistem (system thinking)
 Menentukan proriti tingkah laku ke arah pencapaian visi, matlamat dan objektif.
 Memastikan keputusan dilakukan berasaskan fakta, bukannya andaian, emosi dan
intuisi.
 Dapat meningkatkan akauntabiliti dalam kalangan pihak pengurusan atasan daan
semua warga organisasi.

 Helps organizations determine whether their mission is successful.

 Track performance progress based on its strategic goals (and its objectives and
objectives).
 Encourage systematic thinking.
 Determine behavioral priorities towards achievement of vision, goals and
objectives.
 Make decisions based on facts, not assumptions, emotions and intuition.
 Increase accountability among top management and all organizational members.

LEVELS OF PERFORMANCE MEASUREMENT

Terdapat empat peringkat pengukuran prestasi, iaitu :
1. Input Measures : sumber manusia, bajet, masa dan peralatan untuk proses
penyampaian perkhidmatan.
2. Output Measures : indicator untuk mengukur perkhidmatan yang dihasilkan oleh
organisasi seperti jumlah sumber manusia, jumlah perkhidmatan, peratus
pencapaian sesuatu aktiviti termasuk produktiviti.
3. Process Measures : mengukur kecekapan, keberkesanan, kepastian kualiti dan kualiti
persekitaran kerja.
4. Outcome Measures : indicator untuk menilai impak sebenar tindakan sesuatu
organisasi. Ia diukur melalui perbandingan hasil sebenar dengan hasil yang diingini.

There are four levels of performance measurement, namely:

1. Input Measures : human resources, budget, time and equipment for service
delivery.
2. Output Measures : indicator for measuring services produced by an organization
such as the amount of human resources, the amount of services, the percentage of
achievement of an activity including productivity.
3. Process Measures : measures the efficiency, effectiveness, quality assurance and
quality of work environment.
4. Outcome Measures : indicator to assess the actual impact of an organization's
actions. It is measured by comparing the actual results with the desired results.

TYPE OF PERFORMANCE MEASUREMENT

 1. Lag Performance Indicators : indicator berfokus pada hasil akhir bagi satu tempoh
masa suatu rangkaian proses. Pengukuran ini menunjukkan objektif atau sasaran
akhir sudah tercapai atau sebaliknya. Contoh pengukuran prestasi lewat adalah
peratus kelulusan UPSR atau SPM dan peratus pelanggan yang berpuas hati dengan
perkhidmatan yang disediakan oleh organisasi itu.

2. Lead Performance Indicators : indicator ini mengukur proses dan aktiviti – aktiviti
dalam suatu rangkaian system. Ia menjadi petunjuk pada indicator lag. Ia
berlangsung sepanjang proses dan menerangkan kecekapan dalam menjayakan
proses itu dan memberi ruang pada organisasi memperbetulkan prestasi organisasi
bagi menjadikannya lebih Berjaya agar objektif dan matlamat tercapai. Ia lebih
bersifat prediktif dan menjadi asas untuk membuat kawalan pada suatu proses atau
aktiviti berkenaan. Contoh pengukuran jenis ini adalah keputusan ujian semester,
ujian bulanan atau peperiksaan percubaan UPSR dan SPM.

Kedua – dua jenis pengukuran ini tidak membawa apa – apa nilai kerana yang ditekankan di
sini ialah unit ukurannya seperti sentimeter, kilometer, peratus, bilangan, nisbah dan lain –
lain.

1. Lag Performance Indicators : Indicators focus on the end result for a set period of a
process network. These measurements indicate that the goal or end goal has been
achieved or vice versa. Examples of late performance measurement are the percentage
of UPSR or SPM approvals and the percentage of customers who are satisfied with
the services provided by the organization.
2. Lead Performance Indicators : This indicator measures the processes and activities
of a network system. It's a guide to indicator lag. It goes through the process and
explains the effectiveness of the process and gives the organization an opportunity to
improve the performance of the organization to make it more successful for its goals
and objectives to be achieved. It is more predictive and is the basis for establishing
control over a particular process or activity. Examples of this type of measurement are
semester test results, monthly tests or UPSR and SPM trial exams.
 These two types of measurement do not carry any value because they are emphasized
here as units of measurement such as centimetres, kilometres, percentages, numbers,
ratios and so on.

HOW TO MEASURE THE KPI

One way to evaluate the relevance of a performance indicator is to use the SMART criteria.
The letters are typically taken to stand for Specific, Measurable, Attainable, Relevant,
Time-bound. In other words:
 Is your objective Specific?
 Can you Measure progress towards that goal?
 Is the goal realistically Attainable?
 How Relevant is the goal to your organization?
 What is the Time-frame for achieving this goal?