ROUTINE This is used to indicate if routine is under control, It also shows the manager’s foreseeability. BLACK CIRCLE Occurs when the FCA has not been made. Happens in yellows, blues and reds. It can also happen in whites when something should have been measured and was not, thus requiring an FCA. CROSS HATCHED AREA The analysis was made but the action is overdue. NO CIRCLE This indicator is not measured in this period. RED WITH YELLOW CORE After three consecutive months out of green this KPI became chronic red. In this case both the month and the client range are red. RED Value out of the delegation range. It must be analysed by the manager’s leader. BLUE Means the result was better than normal or expected. KPI owner must identify cause and make it recurrent. YELLOW Means the result was worse than normal or expected. Person in charge must identify cause and remove it. GREEN Result is as expected. No need to be concerned with this indicator. STAKEHOLDER Stakeholder that is interested on this indicator S = Shareholder E = Environment C = Client T = Team KPI – Key Performance Indicator Defines the manager’s objective. A good Indicator can leverage the process, a bad Indicator is useless. BLACK VERTICAL BAR Means there has been a change in process range MEASUREMENT UNIT Defines how an objective (INDICATOR) will be measured. It must be a metric associated with the process result, effective for its management CONSOLIDATION Means that this indicator is a consolidation of others. The consolidation has many formulae, such as sum, higher value, lower value, average or others. GREEN RANGE It is the expected result for this indicator in the current month. It represents the process’ voice. CLIENT RANGE Defines client expectation. Must be periodically revised GREEN Process is either meeting client expectation or there is a plan in place in order to achieve it. YELLOW There is a plan for improvement but it is still insufficient for meeting client needs. SPLIT CLIENT RANGE This indicator has a goal accumulated in a period. In this case, the value above is the goal and the one below is the current projection for the annual result. RED Process is not meeting the client’s expectations and there is no action plan to improve it. These goals are defined in consensus with the leader. BLACK HORIZONTAL BAR Indicates an action plan. This action plan started in November and projects a new range for March. NEW INDICATOR Still without a defined range. Range will be defined in the future and will start to be measured in March. “A good set of KPIs has indicators for all stakeholders” “A good manager has greens and range changes. Planned improvement.” WHITE The client expectation is not defined. This indicator is only managed by its green range. QUICK REFERENCE – INDICATORS TABLE SMALL TRIANGLE ABOVE MEASUREMENT Indicates an that there is a Pareto Chart linked to this measurement. CR – CHRONIC RED This column shows the number of consecutive months the KPIs has to be out of green for it to become red.