In the world of business, few tools offer as much clarity and impact as KPIs (Key Performance Indicators) and Critical Drivers. When used effectively, they become the backbone of performance management – helping both individuals and teams operate with greater focus, efficiency, and output.
At EBS, we believe that every business – regardless of size – can dramatically boost performance by mastering these two essential concepts. Let’s break them down.
Why KPIs Matter More Than You Think
People often have mixed feelings about KPIs. For some, they feel like a burden or a “stick” used to measure failure. But when approached with the right mindset, KPIs are incredibly empowering.
Here’s why:
KPIs tell your team exactly what’s expected of them. They provide clarity. And clarity drives confidence and accountability.
If you brought someone new into your business, wouldn’t you want them to know how success is defined? KPIs do just that—they act as a roadmap, showing your employees what “great performance” looks like.
“KPIs aren’t there to punish – they’re there to illuminate.”
The Difference Between KPIs and Critical Drivers
This is where many businesses get stuck. They lump everything into one big category and miss the vital distinction between results and activities.
KPIs = Outcomes
These are the results you want to achieve. Examples include:
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Monthly sales targets
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Customer satisfaction scores
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Project completion rates
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Utilisation percentages
Typically, you only need 3 to 4 KPIs per role to create clarity and drive focus.
Critical Drivers = Inputs
These are the actions or habits that lead to those results. For example:
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Number of daily sales calls
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Hours spent on client engagement
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Training sessions attended
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Marketing emails sent
A powerful analogy:
If your KPI is to weigh 75kg, your critical drivers are your daily push-ups, calorie intake, and walking routine. You don’t change the goal – you change the actions.
What Happens When KPIs Aren’t Met?
This is a key leadership lesson:
“If someone misses a KPI, don’t change the goal. Change the activities.”
Too many business owners make the mistake of lowering the bar. Instead, take a hard look at the critical drivers. Are they being executed consistently? Are they the right ones? Are they measurable?
The Golden Rule: Test and Measure
You’ve probably never been to a football game where they don’t keep score. Why? Because without tracking progress, the game loses meaning.
Running a business without testing and measuring your KPIs and critical drivers is the same. You need visibility over the numbers to know what’s working, what’s not, and where to focus next.
“Data creates decisions.
Metrics create momentum.”
Every Role Needs KPIs – From CEO to Janitor
Performance measurement isn’t just for the sales team. Whether you’re in leadership, admin, operations, or even janitorial services – everyone should have a clear set of KPIs and drivers that align with the overall mission of the business.
When your entire organisation is aligned through clear expectations and measurable inputs, growth becomes inevitable.
Final Thoughts
This simple but powerful framework of KPIs + Critical Drivers can truly be a game changer for any business. It empowers your people, sharpens your strategy, and transforms your outcomes.
Start today:
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Define 3 – 4 key KPIs for each role
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Identify the daily/weekly critical drivers that lead to those outcomes
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Test and measure consistently
Your future results will thank you.
