Key Performance Indicators Essay Example | Topics and Well Written Essays - 500 words

Key Performance Indicators - Essay Example According to the research findings, efficiency is about deploying the most optimal number of staff and serving the most number of customers at the least amount of time. while customer service is about being able to deliver on important customer service metrics like the order to fulfillment lead times, waiting times between customers, maximizing the size of the queue for both cars and dine-in customers, payment queues, the number of people served per table. Â  These twin concerns are of course of paramount concern for the firm, given that both impact profitability. Customer service affects the top-line revenues, in that the greatest number of people served results in the greatest amount of revenues for the firm, while efficiency metrics relating to the most efficient use of staff to serve the greatest amount of customers impact costs. When both costs and revenues are optimized, this results in the greatest possible bottom line results for the firm. In the case at hand, the KPIs are a rguably those that capture best the kind of efficiency and customer service gains that are optimal for the restaurant, and for these chosen KPIs the different shifts are measured. The simulation results detail many different KPIs that can potentially capture the most important data that serve the purpose of optimizing both revenues and costs as discussed above, and given the kinds of data collected for the different shifts, the choices were made based on what kind of metrics will yield the most in terms of optimizing both customer service levels and staffing levels. In the ideal case, the best shift to be chosen is one that employs the least amount of staff while at the same time maximizing customer service metrics that relate to the five KPIs chosen for this analysis. Without the KPIs, one would be inclined to choose that shift that employs the least amount of staff. Going the other extreme, the best shift would be the one that achieves the greatest customer service levels in terms of queue sizes and waiting times. Obviously, the latter impacts costs, while the former impacts customer service and therefore revenues. It is, therefore, a balance, and that balance is a function of the five KPIs chosen on the one hand and the staffing levels on the other.