This tool provides guidance for identifying and designing key performance indicators (KPIs) for non-financial performance measures.
In today’s knowledge economy, company value is no longer driven primarily by physical assets, but is increasingly attributable to non-financial business drivers — the intangible assets of an enterprise.
Success and future value creation depend on the effective measurement and management of these critical non-financial or intangible resources that comprise the intellectual capital of the business.
Non-financial KPIs, also referred to as the intellectual capital of an organisation, include the knowledge, skills, brands, corporate reputation, relationships, information and data, as well as patents, processes, trust or an innovative organisational culture.
The Intellectual Capital Performance Indicator Design Model that provides the basis for this tool guides the user through the process of:
determining which value drivers to measure
formulating key performance questions (KPQs) to ensure KPIs are useful and meaningful to the organisation
selecting the right measurement instrument
Specific guidance and examples are provided for:
measuring human capital
measuring customer experience
creating KPI indices
avoiding dysfunctional behaviours