Key Performance Indicator (KPI)
An important metric that is used to evaluate the success in meeting an objective. KPIs should be "SMART" (Specific, Measurable, Achievable, Relevant, and Time-bound).
Impact
"What gets measured gets managed." KPIs focus attention on what is important.
Weinto take
We are wary of Vanity Metrics. Don't measure "Total Tickets Closed" (that encourages closing tickets without fixing them); measure "Customer Satisfaction" or "Service Stability." A good KPI changes your behavior; a bad one just makes a nice chart.