How to set KPI’s
KPIs That Actually Help: A Quick Guide for Setting, Rolling Out, and Using Them
KPIs (Key Performance Indicators) are just scoreboards, useful only when they’re clear, owned, and used in the day-to-day. Here’s a concise method to design KPIs by role, embed them into your business rhythm, and get the benefits fast.
1) Start with outcomes, not numbers
What must this role achieve? (safety, quality, productivity, client satisfaction, cash)
What will change if we succeed? (fewer incidents, higher first-time pass, faster invoicing)
Translate outcomes into SMART KPIs (Specific, Measurable, Achievable, Relevant, Time-bound).
Balance leading (predict/avoid problems) and lagging (result) indicators.
2) A simple KPI set by role (examples)
Keep 3–5 KPIs per role. If everything is priority, nothing is.
Arborist / Climber
Safety: Dynamic risk assessment completed pre-task (% jobs) – leading
Quality: Rework rate (% jobs requiring return visit) – lagging
Productivity: Billable hours as % of shift
Care of kit: Defect reports raised within 24h (count)
Team Leader
Safety: Toolbox talk completion (% weeks); Near-misses submitted (count/crew/month)
Delivery: Jobs completed to plan (% on-time, in-full)
Quality: Photo sign-off attached to job pack (%)
Client comms: Same-day update on variations (%)
Contract/Operations Manager
H&S: Site audit pass rate (%)
Margin: Gross margin by job/contract (%, vs. bid)
Programme: Schedule adherence (% tasks on track)
Customer: Complaints resolved <5 working days (%)
Surveyor / Consultant
Quality: Reports returned first-time pass with client (%)
Delivery: Turnaround time (avg days from survey to report)
Utilisation: Chargeable time (%)
Upside: Conversion of quoted works (%)
3) Define each KPI on one line (a “KPI card”)
Name: On-time job completion
Owner: Team Leader
Formula: Jobs completed on scheduled day ÷ jobs scheduled
Source: Job management system
Target: ≥92% monthly
Review: Weekly huddle; monthly ops review
Action if off-track: Escalate resource clash; re-sequence; brief client
4) How to integrate KPIs (the cadence that makes them stick)
Daily: 5-minute start-of-shift, yesterday’s safety, today’s plan, blockers.
Weekly crew huddle (20 min): Safety leading indicators, delivery, quality photos, quick wins.
Monthly ops review (60–90 min): Trends vs. targets, root causes, corrective actions & owners.
Quarterly: Reset targets, retire dead KPIs, add one improvement KPI.
Golden rule: Review rhythm > dashboard design. A basic sheet reviewed consistently beats perfect metrics nobody reads.
5) Data that’s “good enough”
Pull from systems you already use (job sheets, photos, CRM, accounting).
Start with manual counts if needed; automate later.
Track trends, not perfection. Exceptions trigger learning, not blame.
6) Rollout in 30 days (fast track)
Week 1: Pick outcomes, draft 3–5 KPIs per role, create simple KPI cards. Involve the team.
Week 2: Pilot with two teams; sanity-check targets and data sources.
Week 3: Train line managers to run huddles and monthly reviews; agree escalation rules.
Week 4: Go live; publish one-page dashboard; start the review cadence.
7) Common pitfalls (and fixes)
Too many KPIs: Cap at 5 per role; archive the rest.
No owner: Every KPI has a named person.
No action: Each KPI must have a plan when off-track.
Gaming numbers: Pair KPIs (e.g., productivity and rework). Culture beats policing.
8) Benefits you’ll actually feel
Safer sites: Leading indicators (near-miss, POWRA completion) reduce incidents.
Predictable delivery: On-time and photo sign-off lift client trust and repeat work.
Better margins: Margin-vs-bid and variation control protect profit.
Faster cash: DSO drops when completion evidence and invoices flow on time.
Stronger teams: Clear expectations, fair recognition, targeted coaching.
Copy-paste templates
KPI Card (blank)
Name:
Owner:
Why it matters (1 line):
Formula:
Data source:
Target:
Review cadence: Daily / Weekly / Monthly
Off-track action:
Huddle agenda (15–20 min)
Safety first (1–2 leading indicators)
Yesterday’s delivery vs plan
Today’s risks/blockers
One improvement (5S, setup, sequence)
Make KPIs real this month. Copy the KPI card template, run your first crew huddle next week, and tell us how it went. Need a hand?
Book an alignment call with us https://www.growupbusiness.co.uk/contact
