Many collision centers routinely measure Key Performance Indicators (KPIs) to guide management actions in the proper directions to improve shop performance and sustainable profitability. There is a business expression that “what gets measured tends to improve”. Choosing a success parameter for your business, measuring status, selecting a goal for improvement, determining a course of action to achieve the goal, and tracking performance toward the goal is the heart of the “management by objectives” process. Keeping score enables everyone to contribute to winning the game. In this edition of IMPACT Collision Solutions, we will describe some of the benefits of using KPI’s to measure and improve business performance, and the importance of collecting accurate and timely data to do so.
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