KPI Manager enables Corporate Clients to set and manage Key Performance Indicators (KPI’s) for their Service Providers. By setting Key Performance Indicators, the Organization will be aided in making smart business decisions about the direction of all current projects as well as indicate which Service Providers are achieving key business objectives.
Note: Only the assigned responsible person as well as system administrators have functionality to answer KPI’s. This rule applies to both the Corporate Client as well as their Service Providers.
1. Corporate Client – System Administrators to Mandate KPIs
To enforce mandatory KPI’s to be managed on a specific BU (Business Unit), navigate to settings on your dashboard.
Select mange on Key Performance Indicator (KPI)
Select Manage on Mandate KPI Assignment.
Ensure that the mandate KPI button is ticked and when you are complete, select update.
The field will update accordingly. This BU will now force the assignment of KPI’s to be actioned.
Note: If you have multiple divisions and you want to mandate KPI’s across your organization, you will need to complete this action on each division.
2. Corporate Client – Create and Manage KPI’s
Note: While this function is available to System Administrators, it is important to note that the Supply Chain department will manage all calculations that need to be measured for KPI’s.
Navigate to KPI Manager on your dashboard.
Fill in the group name of your KPI e.g. SHE Files
The KPI grouping will populate in a list format displaying all your grouped KPI’s. The details will include when the KPI was created as well as who created the KPI.
Once you have created the KPI group, you need to add KPI measures to the grouping.
Using the drop down selection available, select “Contractor” if you require the Contractor / Service Provider to answer the KPI. If you require an internal user from the organization to answer the KPI, you will need to select “Client.”
Note: If a “Client” is required to answer this KPI, it is important to remember that the responsible person is automatically assigned to the Project Manager of the specified project. The Project Manager will also receive any notifications associated with the KPI that he/she is assigned to.
Using free text available, add the Question Asked and the description of the KPI.
Note: It is very important to be as explanatory as possible when adding in the question field. This will enable the person who is answering the KPI to have a clear understating of what is expected of them without any confusion.
Fill in the Target KPI amount you wish the contractors to achieve.
NB. Weighting of importance to your KPI will be done after the KPI is created.
Add the KPI Start and End dates as required, and these dates will mark he duration of this KPI and its frequency will fall inside these dates until the end.
Select a frequency of how often you require the KPI to be answered.
If you want this KPI to be assigned to a specific project, use the drop down selection available to choose which project this KPI needs to be applied to.
Add the approver/reviewer of the KPI as required.
Lastly tick on the “Auto Assign” should you require the KPI to be automatically assigned to all NEW Service Providers linked to the project or internal System users linked to the company.
When you are complete adding your KPI details, select save.
The created KPI measure will display in a list format as shown below.
If a Corporate Client needs to assign a KPI to a Service Provider or multiple Service Providers that have not yet got the specific KPI assigned to them, the Corporate Client can manage this by selecting the Assign Multiple button that displays next to the KPI.
Use the drop down selection available to select the applicable project.
In the secondary drop down, select the Service Provider or multiple Service Providers that need the KPI assigned to them. When you are complete select assign.
You will receive a pop-up message advising you that the KPI is assigned to the Service Providers.
When a Service Provider submits a KPI, the Corporate Client can view the submission of the KPI by selecting the view button that displays next to the KPI.
On viewing the KPI you will see the following data, Number Contractors assigned to the KPI, Number of answers collected, Number of KPI answers that are below the Target set for the KPI, Number of KPI answers that are outstanding or missing and Lastly the Number of KPI’s answered late. (See Below)
To further drill down into each of these cards/metrics you can click inside them, and the corresponding table data will be shown. (see below)
Below the above metrics you will be able to visualise the answers given by contractors as a line graph as well as a year-to-date graph to help Clients to see whether the KPI is on track for the year.
The Client can also un-assign a KPI from a Contractor by selecting the KPI involved, and then clicking on the un-assign button as shown below.
Then select the contractor to be unassigned and then save as shown below.
3. Force KPI Collection
Note: If this toggle is switched on by the Corporate Client, this will mean that the Service Provider will be forced to submit their KPI’s at the set frequency. It is determined by the client to decide what drop in compliance percentage the Service Provider will incur should the KPI submissions not be completed.
Navigate to the Settings Module. Select manage on the Key Performance Indicator (KPI) tab.
Select manage on KPI Collection Settings.
Use the toggle switch to turn on the forcing of KPI Collection.
The Corporate Client can now determine how many times a Service Provider can miss their submission of KPIs and they can set a percentage in compliance drop, should the Service Provider not submit their KPI on the set frequency.
When you are complete, select the save button.
You will receive a pop-up message advising you that the setting has been updated.
Note: This setting will need to be managed per division by the Corporate Client.
4. Service Provider to submit KPI’s
If the Corporate Client has applied the data collection setting to a division and the Service Provider is missing a submission, the Service Provider will be prompted to submit their KPI’s on their next log in.
On their home page, they will see a “Pending Actions” board on their dashboard.
Select the view button that displays next to the KPI.
To submit the relevant KPI, simply double click on the KPI or click on the view button again that displays next to the KPI you want to answer.
An additional screen will pop up whereby you will see the KPI Name, Project, Frequency and the date that the KPI needs to be captured by.
Here you will have click on the Edit Button to capture your KPI Value by using the free text space available and you will be able to add comments as well as upload a supporting document should it be necessary. (Only PDF documents will be accepted).
Fill in your answer and click on the Update button.
You will receive a pop-up message advising you that the KPI has been submitted and the KPI submission will automatically be removed from the required KPI grid.
Note: When the Service Provider opens a pack in project compliance, the same “Pending Actions” grid will display until all the required KPI’s have been submitted.
5. Service Provider – Assign a Responsible Person to answer KPI’s
Note: When a Tender is awarded to a Service Provider, it is important to note that all the System Administrators within the Service Provider’s organization will receive a bell notification advising them to assign a responsible person to answer their KPI’s.
Service Providers will automatically have visibility into their assigned KPI’s via the KPI Manager module on their dashboard, even if they have not yet linked to the Corporate Clients project.
To assign a responsible person to answer your KPI’s, select the assign icon.
Using the dropdown selection available assign the KPI to an individual from your organization to answer the KPI.
When you have made your selection, select save.
A pop-up notification will come up advising you that the selected person has been saved.
You can now assign multiple KPI’s to one person, by simply clicking on the assign multiple KPI’s button
This will bring up a pop up where you select the responsible person and then select the KPI’s to be assigned to them and click on save when done. (see example below)
Note: The selected individual will now receive all bell notifications and emails about the assigned KPI’s weekly and when they need to be submitted.
Note: If a KPI already has a responsible person linked to the KPI, the Service Provider and the Corporate Client need to take note that this is because when the KPI was set up, the creator of the KPI selected this KPI for the internal Corporate Client to answer. The person responsible for answering these internal KPI’s is set as the Project Manager as a default.
If a Service Provider does not assign a responsible person to their KPI’s, the system will force a responsible person to be assigned once the Service Provider has linked and been approved to a Corporate Clients project.
When the Service Provider views the new project pack for the first time, a notification will pop-up advising you to assign a person responsible for your KPI’s.
To complete the action, select OK.
The system will automatically direct you to the KPI page in Project Compliance.
Here you can filter the assigned KPI’s by selecting a Project/section as shown above.
To assign a responsible person to answer your KPI’s, select the assign icon.
Just like we did in the KPI Module, and you have the same ability to assign multiple KPI’s to one responsible person as well.
Using the drop down selection available assign the KPI to an individual from your organization to answer the KPI.
6. Service Provider – Answer KPI’s
When the assigned user is required to answer the companies assigned KPI’s, he/ she can do so via KPI Manager Module, or it can be done within Project Compliance.
Note: The same steps must be followed should you choose to submit your KPI’s from KPI Manager or Project Compliance.
Select the view icon next to the applicable KPI.
When viewing the KPI, you will see a display of the KPI Name, followed with the Frequency, then the Project the KPI is for, the Target set by the client for the Service provider to meet and lastly the assigned date.
(note that the way in which the answer needs to be submitted will be displayed as set up by the Corporate Client).
To answer click the next available KPI in the example above (18 Jan 2024) click on the edit icon and the following pop up will show. (see below)
Enter the KPI value you achieved and a comment to explain it further to the Client then lastly upload any documentation serving as proof of the achieved target.
Once you have submitted your KPI answer as per the Corporate Clients request, select Update. Your submitted answer will be saved against the specified KPI and can be referred to at any given point should it be required.
The status of answered KPI changes from Not Yet Confirmed, then once the KPI is reviewed it can be Confirmed or Rejected and the State will reflect this as shown below.
Note: That once a KPI is submitted and approved it cannot be edited anymore.
7. Corporate Client to View KPI information before Approving a Contractors Invoice in Vendor Management.
A client can now view KPI information for a specific contractor when viewing their invoice to help them decide whether that invoice claim should be approved or not based on the Contractors KPI captured.
Navigate to the vendor management module by clicking on the button
Under invoice management card Click on the Invoice management button as shown below.
Scroll down to the Service Provider Invoice and Claims section and view an active invoice submitted by a contractor by clicking the view button in line with the invoice as shown below.
On viewing the invoice, you will now see the View KPI button on the top right of the pop-up screen that can be clicked to display the Contractors KPI information to take into consideration before you Approve or Reject the claim. (see below)
After clicking the view KPI button, you will see the list of KPI’s assigned to the contractor as shown below.
You can then click on the view button to see the collected data for each KPI assigned as shown below.
When you are satisfied with the KPI data captured then a decision to Approve or Reject the claim can be made on the invoice by exiting out of the KPI data and back onto the invoice to complete the decision by capturing a comment, uploading proof and selecting the appropriate action as shown below.
8. Corporate Client to View KPI information during a Meeting with Contractors using the Meeting Manager Module
A client is now able to view KPI information on a contractor invited to a meeting.
The meeting itself is set up as per normal but we have added the Launch KPI button in the meeting which will check the company of the Meeting attendees and pull up their respective KPI data when the button is clicked as explained below.
Click on the meeting manager menu
Click on the meeting you are about to have and start the meeting by clicking on the start Meeting button as shown below.
Once the meeting is active you can click on the launch KPI button as shown below.
The system will check the attendees and only show the KPI for the contractor's company as shown below:
First you will the list of KPI’s assigned.
Then you can view the KPI to see the different metrics recorded, also noting that you can drill down further by clicking inside each metric as previously shown in other sections.
You will also find the corresponding graphs below.
9. Client can view a Contractors overall KPI data in the Dashboard
A client can navigate to the dashboard by clicking on the menu item
Then you can click view on the contractor view widget/card as shown below.
Under Contractor Companies, select type as Contractor company and then Add the Companies name as shown below.
Select the section of KPI and you will now be able to see the contractors entire KPI data under the following 5 metrics as shown below.
The corresponding individual KPI element graphs can also be viewed under the above metrics as shown below. There will be the top points as a line graph and the bottom year to date bar graph.
All this information should show how the Contractor is performing over a certain time frame.
10. Client confirming or rejecting submitted KPI’s in Action Manager
A client can appoint an Approver/Reviewer of the KPI when creating the KPI as shown earlier. This individual will receive weekly notification/emails to Review KPI’s submitted during the past week. They can do so using the steps below.
Log into their profile and select the Action Manager Module
Navigate to the Confirm KPI tab
You will now see the list of KPI’s assigned to you for review and you can click on the view button in line with KPI that have not yet been confirmed to action them one by one as shown below.
Upon viewing the captured KPI date will be displayed for the reviewer to Analyse and decide to either confirm or reject the submission.
At the top you will be able to See the KPI Name, frequency, Project/section, Target and assigned date. Below this will be the captured value achieved by the contractor, the comment/reason and the due date. (see below)
View the submission to access the supporting document and then decide whether to confirm or reject the KPI as shown below.
Once the action is done you can move onto the next KPI until all have been reviewed.