KPIs in a service organization - a case study of Axfood IT

Abstract: This study reports on an approach of how characteristics of effective KPIs are fulfilled within a service organization. In particular, five characteristics for effective KPIs have been identified from previous research: sparse, simple, actionable & owned, involvement and correlated. The study is based on a singleEcase study in order to gain deep understanding for how the five criteria are met. Data was collected through a survey and semiEstructured interviews in which the questions were based on the criteria of effective KPIs. The collected data was analyzed by using an abductive approach where we find that the criteria for effective KPIs had weak fulfillment in the investigated case company. The criteria with lowest fulfillment were actionable & owned and correlated. We request further research within the area of criteria for performance measures in general and for KPIs in particular. This could potentially enable more standardized measures of performance for service organizations.