What I have seen along the years is that most KPIs are defined just to comply with the Quality Certification bodies, in other words, something to cover the minimum required aspect tied to certification and surveillance audits. What I mean is that a real KPI that really works is not very often defined, this creating sterile work in many instances. This has to do with the lack of knowledge about processes, as the article indicates and also with the difficulty in defining a really good KPI, which may be complicated if the process is complicated as well.
What I have seen along the years is that most KPIs are defined just to comply with the Quality Certification bodies, in other words, something to cover the minimum required aspect tied to certification and surveillance audits. What I mean is that a real KPI that really works is not very often defined, this creating sterile work in many instances. This has to do with the lack of knowledge about processes, as the article indicates and also with the difficulty in defining a really good KPI, which may be complicated if the process is complicated as well.