1/28/2013 7:01 AM
Hi Norley,
We have used KPI's for a couple of decades. I find it a challenge to come up with new KPI's that are relevant. I always try to pick items that if I achieve them it will lead to better results for revenue, customer satisfaction, better playability etc. I make sure the performance indicators I choose are achievable, I have total control over them and they are easy to measurable objectively. A standard KPI I use is our green speed. Our goal is green speed between 9' to 10' on the stimp meter during our growing season. We know that if the speeds are in that range our customers are happy. As soon as we get them faster than 10' we begin hearing complaints about 3 and 4 putts. The green speed is easy to measure, you have control over it and it keeps customers satisfied. We measure speed a couple of times per week. If the speed is within our target range 95% of the time we have achieved our KPI.
I listen for customer complaints to come up with my KPI's. If they are making comments about not having enough sand in the bunkers, I will measure the depth once a week to make sure we are distributing the sand properly. If they comment that the drinking fountains on the course aren't cooling the water properly. I will have someone check for cooling once a week. Most of the KPI's are simplistic but if they are achieved our customers are happy.
Chris Pekarek
Village Links of Glen Ellyn
Glen Ellyn, Illinois