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Shabir JawahirCommercial strategy & analytics
Independent digital agency04

Performance Measurement System

Built a shared performance framework connecting client results, delivery, relationships and financial performance, with consistent scoring across teams and management levels.

3

Index levels connected

  • KPI Strategy
  • Organisational Design
  • CRM

Context

A service team can deliver on time and keep a client satisfied while losing money on the account. Performance measures needed to reflect these dimensions together.

The problem

Teams used different scoring methods, so results could not be compared or combined into a consistent management view.

Analysis

  1. 01Performance defined at each level before a single formula was written.
  2. 02Three connected indices built covering vertical, firm and group performance.
  3. 03Scoring method, weighting, frequency and a named owner set for every metric.
  4. 04CRM fields specified so data is captured as the work happens, not reconstructed at review time.

Recommendation

Use consistent scoring from individuals through departments and business units to the company. Give every measure a definition, a weighting, an owner and a review date.

Example view

Illustrative presentation of the approach. Client data remains confidential.

Performance Rollup

Same logic, every level
  • Client KPI attainment84
  • Systems adherence71
  • On time delivery88
  • Relationship quality79
  • Finance collection66
  • Pipeline health81
78Group Performance Index

Every input has a formula, a weighting and a named owner. That is what stops a review becoming a negotiation.

Implementation

  • Vertical, firm and group index structures
  • Department and executive scorecards
  • Performance review structure
  • CRM measurement fields
  • Scoring formulas and calendar

Outcome

The framework became the foundation for scorecards, reviews, CRM measurement and management dashboards, with one consistent definition running through all of them.

What this demonstrates

  • KPI architecture
  • Organisational design
  • Performance measurement
  • Systems thinking

Next

Financial Forecast and Investment Strategy

A leading e-commerce brand in Sri Lanka

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