Many MSPs steer on numbers. Tickets per employee. Billability. Response times. Revenue. Margin. Nothing wrong with that. It only becomes a problem when KPIs are used solely to hold people to account.
Then you often get exactly the opposite of what you want: employees start steering on the number instead of the result.
What a good KPI does
- Gives insight: not only shows what is happening, but helps you understand why
- Improves behaviour: people know what good work is and can steer on it themselves
- Adjusts in time: you see it coming before the client notices
More than a dashboard
A dashboard alone is not enough. It requires clear agreements, context for the figures and managers who have the conversation behind the figures. Not to make people run faster, but to steer better.
High performance and good employership don’t have to get in each other’s way. With Management as a Service we help MSPs set up management information that really says something about the organisation.
Fancy a chat?
Want to talk through which KPIs really add something within your MSP? Come over for a coffee, call us or book a meeting straight away.