{"id":96118,"date":"2020-10-08T07:43:11","date_gmt":"2020-10-08T05:43:11","guid":{"rendered":"https:\/\/prohoster.info\/blog\/administrirovanie\/eti-bezumnye-kpi"},"modified":"2020-10-08T07:43:11","modified_gmt":"2020-10-08T05:43:11","slug":"eti-bezumnye-kpi","status":"publish","type":"post","link":"https:\/\/prohoster.info\/cs\/blog\/administrirovanie\/eti-bezumnye-kpi","title":{"rendered":"Tyto \u0161\u00edlen\u00e9 KPI","gt_translate_keys":[{"key":"rendered","format":"text"}]},"content":{"rendered":"<p>M\u00e1te r\u00e1di KPI? P\u0159edpokl\u00e1d\u00e1m, \u017ee sp\u00ed\u0161e ne. Obt\u00ed\u017en\u011b se hled\u00e1 \u010dlov\u011bk, kter\u00fd v n\u011bjak\u00e9 podob\u011b netrp\u011bl kv\u016fli KPI: n\u011bkdo nesplnil c\u00edlov\u00e9 hodnoty, n\u011bkdo \u010delil subjektivn\u00edmu hodnocen\u00ed, a n\u011bkdo pracoval, ode\u0161el, ale nikdy se nedozv\u011bd\u011bl, z \u010deho vlastn\u011b ty KPI, kter\u00e9 ve firm\u011b ani necht\u011bli zm\u00ednit, sest\u00e1valy. A p\u0159itom to je dobr\u00e1 v\u011bc: ukazatel v\u00e1m p\u0159en\u00e1\u0161\u00ed c\u00edl firmy, d\u011bl\u00e1te v\u0161e pro jeho dosa\u017een\u00ed, na konci m\u011bs\u00edce dost\u00e1v\u00e1te pr\u00e9mie nebo jinou odm\u011bnu. Transparentn\u00ed hra, f\u00e9r s\u00e1zky. Ale ne, KPI se prom\u011bnily v d\u011bsiv\u00e9ho a nepohodln\u00e9ho monstra, kter\u00e9 neust\u00e1le hroz\u00ed, \u017ee p\u0159itla\u010d\u00ed nepoctiv\u00e9, ale p\u0159itom nic nenab\u00edz\u00ed pracovn\u00edm zam\u011bstnanc\u016fm. N\u011bco s t\u011bmito ukazateli nen\u00ed v po\u0159\u00e1dku!&nbsp;<\/p>\n<p>R\u00e1d bych se s v\u00e1mi pod\u011blil: pokud nem\u00e1te r\u00e1di KPI, va\u0161e firma je prost\u011b neum\u00ed p\u0159ipravit. Nebo jste v\u00fdvoj\u00e1\u0159.&nbsp;<\/p>\n<p><img decoding=\"async\" alt=\"Tyto \u0161\u00edlen\u00e9 KPI\" src=\"\/wp-content\/uploads\/2020\/10\/0715f3c2c9f7616e3b113e527ab18296.png\" style=\"display:block;margin: 0 auto;\" \/>Kdy\u017e byla v\u0161em zam\u011bstnanc\u016fm ve firm\u011b stanovena stejn\u00e1 KPI<\/p>\n<blockquote>\n<p><em>Upozorn\u011bn\u00ed. Tento \u010dl\u00e1nek p\u0159edstavuje osobn\u00ed n\u00e1zor zam\u011bstnance, kter\u00fd se m\u016f\u017ee shodovat, nebo nemus\u00ed shodovat s n\u00e1zorem firmy.<\/em><\/p>\n<\/blockquote>\n<h3>KPI jsou pot\u0159eba. Te\u010dka.<\/h3>\n<p>Nejd\u0159\u00edve ud\u011bl\u00e1m odbo\u010dku a vyj\u00e1d\u0159\u00edm sv\u016fj n\u00e1zor, op\u0159en\u00fd o zku\u0161enosti. KPI jsou skute\u010dn\u011b pot\u0159ebn\u00e9, a to z n\u011bkolika d\u016fvod\u016f.<\/p>\n<ul>\n<li>\n<p>V podm\u00ednk\u00e1ch vzd\u00e1len\u00e9ho, distribuovan\u00e9ho a jinak izolovan\u00e9ho t\u00fdmu jsou KPI zp\u016fsobem, jak delegovat zam\u011bstnanci nejen \u00fakoly, ale tak\u00e9 hodnocen\u00ed v\u00fdkonnosti. Ka\u017ed\u00fd \u010dlen t\u00fdmu m\u016f\u017ee vid\u011bt, jak rychle se bl\u00ed\u017e\u00ed k c\u00edli a upravit svou anga\u017eovanost, p\u0159erozd\u011blit \u00fasil\u00ed.<\/p>\n<\/li>\n<li>\n<p>V\u00e1hy KPI jasn\u011b ukazuj\u00ed prioritu \u00fakol\u016f a zam\u011bstnanci ji\u017e nebudou moci vykon\u00e1vat pouze jednoduch\u00e9 pracovn\u00ed \u00fakoly nebo v\u00fdhradn\u011b ty, kter\u00e9 se jim l\u00edb\u00ed.&nbsp;<\/p>\n<\/li>\n<li>\n<p>KPI je transparentn\u00ed a jednozna\u010dn\u00fd sm\u011br postupu zam\u011bstnance v r\u00e1mci spole\u010dnosti: m\u00e1\u0161 pl\u00e1n a pracuje\u0161 podle n\u011bj. Vyber si n\u00e1stroje, metody a p\u0159\u00edstupy, ale sna\u017e se b\u00fdt co nejbl\u00ed\u017ee c\u00edli.<\/p>\n<\/li>\n<li>\n<p>KPI spojuj\u00ed a vytv\u00e1\u0159ej\u00ed m\u00edrn\u00fd efekt sout\u011b\u017eivosti uvnit\u0159 firmy. Dobr\u00e1 konkurence v t\u00fdmu posouv\u00e1 podnik k zisku.&nbsp;<\/p>\n<\/li>\n<li>\n<p>D\u00edky KPI je vid\u011bt pokrok ka\u017ed\u00e9ho jednotliv\u00e9ho zam\u011bstnance, nap\u011bt\u00ed uvnit\u0159 kolektivu se zm\u00edr\u0148uje, hodnocen\u00ed pr\u00e1ce ka\u017ed\u00e9ho z\u00edsk\u00e1v\u00e1 z\u0159ejmou, prokazatelnou formu.<\/p>\n<\/li>\n<\/ul>\n<p>Samoz\u0159ejm\u011b, to v\u0161e plat\u00ed pouze v p\u0159\u00edpad\u011b, \u017ee vybran\u00e9 KPI spl\u0148uj\u00ed \u0159adu po\u017eadavk\u016f.<\/p>\n<h2>Kde je hranice norm\u00e1lnosti KPI?<\/h2>\n<p>I kdy\u017e tento \u010dl\u00e1nek p\u0159edstavuje osobn\u00ed n\u00e1zor, zm\u00edn\u00edm d\u016fvody tak siln\u00e9ho z\u00e1jmu o t\u00e9ma KPI. Faktem je, \u017ee v vyd\u00e1n\u00ed <noindex><a rel=\"nofollow\" href=\"https:\/\/www.regionsoft.ru\/\"><u>RegionSoft CRM 7.0<\/u><\/a><\/noindex> se objevila skv\u011bl\u00e1 vylep\u0161en\u00e1 modul pro v\u00fdpo\u010det KPI: nyn\u00ed v <noindex><a rel=\"nofollow\" href=\"https:\/\/www.regionsoft.ru\/\"><u>CRM syst\u00e9mu<\/u><\/a><\/noindex> je mo\u017en\u00e9 vytv\u00e1\u0159et ukazatele jak\u00e9koli slo\u017eitosti s jak\u00fdmikoli hodnocen\u00edmi a v\u00e1hami. To je pohodln\u00e9 a logick\u00e9: v CRM se zaznamen\u00e1vaj\u00ed v\u0161echny \u010dinnosti a \u00fasp\u011bchy (ukazatele) ka\u017ed\u00e9ho zam\u011bstnance spole\u010dnosti, a na jejich z\u00e1klad\u011b se prov\u00e1d\u00ed v\u00fdpo\u010det hodnot KPI. Ji\u017e jsme psali dva rozs\u00e1hl\u00e9 \u010dl\u00e1nky na toto t\u00e9ma, byly akademick\u00e9 a v\u00e1\u017en\u00e9. Tento \u010dl\u00e1nek bude zl\u00fd, proto\u017ee spole\u010dnosti p\u0159istupuj\u00ed k KPI jako k mrkvi, jako k bi\u010di, jako k zpr\u00e1v\u011b, jako k formalit\u011b atd. A to je p\u0159itom n\u00e1stroj \u0159\u00edzen\u00ed a skv\u011bl\u00e1 v\u011bc m\u011b\u0159en\u00ed v\u00fdsledku. P\u0159esto je v\u0161em mnohem p\u0159\u00edjemn\u011bj\u0161\u00ed ud\u011blat z KPI zbra\u0148 hromadn\u00e9ho ni\u010den\u00ed motivace a potla\u010dov\u00e1n\u00ed ducha zam\u011bstnanc\u016f.<\/p>\n<p>Tak\u017ee KPI by m\u011bly b\u00fdt m\u011b\u0159iteln\u00e9, p\u0159esn\u00e9 a provediteln\u00e9 - to je v\u0161em zn\u00e1mo. Ale dost vz\u00e1cn\u011b se mluv\u00ed o tom, \u017ee ukazatele KPI by m\u011bly b\u00fdt p\u0159edev\u0161\u00edm adekv\u00e1tn\u00ed. Poj\u010fme to proj\u00edt bod po bodu.<\/p>\n<h3>Nem\u011bl by to b\u00fdt n\u00e1hodn\u00fd soubor ukazatel\u016f<\/h3>\n<p>Ukazatele by m\u011bly b\u00fdt zalo\u017eeny na profilu podnik\u00e1n\u00ed, c\u00edlech spole\u010dnosti a schopnostech zam\u011bstnanc\u016f. To v\u0161e by m\u011blo b\u00fdt p\u0159esn\u011b pops\u00e1no v dokumentaci syst\u00e9mu KPI (kterou byste m\u011bli doru\u010dit ka\u017ed\u00e9mu zam\u011bstnanci). Prioritizujte dosa\u017eiteln\u00e9 c\u00edle t\u00edm, \u017ee pro ka\u017ed\u00fd z nich stanov\u00edte svou kategorii d\u016fle\u017eitosti pomoc\u00ed vah KPI, vypracujte individu\u00e1ln\u00ed ukazatele pro ka\u017ed\u00e9ho zam\u011bstnance zvl\u00e1\u0161\u0165 nebo pro skupinu zam\u011bstnanc\u016f. Nen\u00ed mo\u017en\u00e9 ud\u011blat tak, aby:<\/p>\n<p>a) KPI byla vz\u00e1jemn\u011b z\u00e1visl\u00e1, tedy na spln\u011bn\u00ed individu\u00e1ln\u00edch KPI jednoho zam\u011bstnance by ovliv\u0148ovala pr\u00e1ce ostatn\u00edch zam\u011bstnanc\u016f (<em>klasika 1: market\u00e9r p\u0159iv\u00e1d\u00ed leady, a jeho KPI \u2013 objem prodeje, pokud obchodn\u00ed odd\u011blen\u00ed zaost\u00e1v\u00e1, trp\u00ed marketing, kter\u00fd nem\u016f\u017ee nijak ovlivnit kolegy; klasika 2: KPI tester zahrnuj\u00ed rychlost opravy chyby, na kterou tak\u00e9 prakticky nem\u016f\u017ee m\u00edt vliv.<\/em>);<\/p>\n<p>b) KPI se slep\u011b aplikovaly na v\u0161echny zam\u011bstnance (\"co\u017e takhle ud\u011blat KPI pro dodr\u017een\u00ed pl\u00e1nu prodeje pro celou v\u00fdvojovou spole\u010dnost\" \u2013 to nelze, ale ud\u011blat pom\u011br dosa\u017een\u00ed celkov\u00e9ho c\u00edle d\u016fvodem k odm\u011bn\u011bn\u00ed \u2013 to u\u017e mo\u017en\u00e9 je);<\/p>\n<p>c) KPI ovliv\u0148ovaly kvalitu pr\u00e1ce, tedy kvantitativn\u00ed m\u011b\u0159en\u00ed by bylo na \u00fakor kvalitativn\u00edho hodnocen\u00ed.<\/p>\n<h3>To by nem\u011bla b\u00fdt matice se subjektivn\u00edmi hodnocen\u00edmi.<\/h3>\n<p>Okam\u017eit\u011b se mi vybavily matice KPI z m\u00e9 prvn\u00ed pr\u00e1ce - triumf bezsmyslnosti a subjektivn\u00edho hodnocen\u00ed, kde zam\u011bstnanci byli doslova pot\u00e1p\u011bni dvojkami za chov\u00e1n\u00ed (d\u00e1vali -2 za \"chov\u00e1n\u00ed ve spole\u010dnosti\" a sni\u017eovali odm\u011bnu rovnou o 70%). Ano, KPI mohou b\u00fdt r\u016fzn\u00e9: motivuj\u00ed nebo d\u011bs\u00ed, pln\u00ed se nebo se fiktivn\u011b nafukuj\u00ed, d\u011blaj\u00ed biznes nedosa\u017eiteln\u011b skv\u011bl\u00fdm nebo nakonec pot\u00e1p\u00ed spole\u010dnost. A probl\u00e9m z\u016fst\u00e1v\u00e1 v hlav\u00e1ch t\u011bch, kte\u0159\u00ed s nimi pracuj\u00ed. Subjektivn\u00ed KPI jsou ty, kter\u00e9 jsou v\u00e1z\u00e1ny na \"hodnot\u00edc\u00ed\" charakteristiky, jako jsou: \"ochota pomoci koleg\u016fm\", \"dodr\u017eov\u00e1n\u00ed firemn\u00ed etiky\", \"p\u0159ijet\u00ed firemn\u00ed kultury\", \"orientace na v\u00fdsledek\", \"pozitivn\u00ed my\u0161len\u00ed\". Tato hodnocen\u00ed jsou siln\u00fdm n\u00e1strojem v rukou hodnotitel\u016f, v\u010detn\u011b HR odd\u011blen\u00ed. Bohu\u017eel, \u010dasto p\u0159\u00edtomnost takov\u00fdch KPI prom\u011bn\u00ed cel\u00fd syst\u00e9m v n\u00e1stroj firemn\u00edch rozep\u0159\u00ed, metodu p\u0159ibl\u00ed\u017een\u00ed pot\u0159ebn\u00fdch a vzd\u00e1len\u00ed zam\u011bstnanc\u016f, kte\u0159\u00ed nejsou v\u00fdhodn\u00ed (ne v\u017edy jsou to \u0161patn\u00ed zam\u011bstnanci).<\/p>\n<p>Vzhledem k p\u0159\u00edtomnosti subjektivn\u00edch hodnocen\u00ed v KPI (obvykle je to bodov\u00fd syst\u00e9m nebo +- \u0161k\u00e1ly) existuje pouze jedno \u0159e\u0161en\u00ed: nem\u011bly by b\u00fdt v \u017e\u00e1dn\u00e9 podob\u011b. Chcete podporovat osobnostn\u00ed kvality \u2013 implementujte gamifikaci na firemn\u00edm port\u00e1lu, intern\u00ed m\u011bnu, n\u00e1lepky, bonbony, klidn\u011b rozd\u00e1vejte knofl\u00edky. KPI je o c\u00edlech biznisu a o pr\u00e1ci. Nedovolte formov\u00e1n\u00ed v spole\u010dnosti kolektivu s jasn\u011b vymezen\u00fdmi klany, kter\u00e9 se budou v\u00edce pr\u00e1t, ne\u017e v\u00e9st va\u0161i spole\u010dnost k nastaven\u00fdm c\u00edl\u016fm.<\/p>\n<h3>Mal\u00e9 podniky pot\u0159ebuj\u00ed KPI. Ka\u017ed\u00fd business pot\u0159ebuje KPI.<\/h3>\n<p>Mus\u00edm b\u00fdt up\u0159\u00edmn\u00fd: KPI se v mal\u00fdch firm\u00e1ch p\u0159\u00edli\u0161 \u010dasto neobjevuj\u00ed, obvykle se zav\u00e1d\u011bn\u00ed syst\u00e9mu v\u00fdkonnostn\u00edch indik\u00e1tor\u016f za\u010d\u00edn\u00e1 ve st\u0159edn\u00edch podnic\u00edch. V mal\u00e9m podnik\u00e1n\u00ed obvykle existuje pouze prodejn\u00ed pl\u00e1n a nic v\u00edc. To je velmi \u0161patn\u00e9, proto\u017ee firma ztr\u00e1c\u00ed z\u0159etel na pracovn\u00ed ukazatele a faktory, kter\u00e9 na n\u011b maj\u00ed vliv. Dobr\u00fd recept pro mal\u00e9 podniky: <noindex><a rel=\"nofollow\" href=\"https:\/\/www.regionsoft.ru\/\"><u>CRM syst\u00e9m<\/u><\/a><\/noindex> + KPI, proto\u017ee \u00fadaje budou shroma\u017e\u010fov\u00e1ny na z\u00e1klad\u011b zadan\u00fdch klient\u016f, obchod\u016f a ud\u00e1lost\u00ed a koeficienty budou tak\u00e9 po\u010d\u00edt\u00e1ny automaticky. To nejen zp\u0159ehledn\u00ed rutinn\u00ed procesy, ale tak\u00e9 u\u0161et\u0159\u00ed \u010das p\u0159i vypl\u0148ov\u00e1n\u00ed r\u016fzn\u00fdch report\u016f. Pokud chcete v\u011bd\u011bt, jak ud\u011blat tuto vazbu cenov\u011b dostupnou, pohodlnou a funk\u010dn\u00ed, <noindex><a rel=\"nofollow\" href=\"https:\/\/docs.google.com\/forms\/d\/1cp9He-6ZByxssmPLVjuAxtsy4mOvFYahm3fP5TqrZyQ\/edit?usp=sharing\"><u>zanechte kontakty v tabulce<\/u><\/a><\/noindex> (bonus uvnit\u0159) \u2014 ozveme se v\u00e1m.&nbsp;<\/p>\n<h3>KPI jsou \u00fazce spojeny s obchodn\u00edmi procesy<\/h3>\n<p>Zav\u00e1d\u011bt KPI na pozad\u00ed nezorganizovan\u00fdch proces\u016f je pom\u011brn\u011b obt\u00ed\u017en\u00e9, proto\u017ee chyb\u00ed syst\u00e9mov\u00e9 vid\u011bn\u00ed c\u00edl\u016f a po\u017eadovan\u00fdch v\u00fdsledk\u016f. Krom\u011b toho absence obchodn\u00edch proces\u016f ve firm\u011b vytv\u00e1\u0159\u00ed spoustu faktor\u016f, kter\u00e9 ovliv\u0148uj\u00ed efektivitu pr\u00e1ce: zpo\u017ed\u011bn\u00ed term\u00edn\u016f, ztr\u00e1ta zodpov\u011bdn\u00fdch osob, rozmaz\u00e1n\u00ed delegace, p\u0159ehazov\u00e1n\u00ed \u00fakol\u016f na zam\u011bstnance, kter\u00fd \"t\u00e1hne za v\u0161echny\" (a spln\u00ed snad jen KPIs na \u00farovni zahlcen\u00ed \u00fakoly a vy\u010derpanosti).&nbsp;<\/p>\n<p>Optim\u00e1ln\u00ed cesta: p\u0159ehodnotit obchodn\u00ed procesy (p\u0159esn\u011b p\u0159ehodnotit, proto\u017ee ve skute\u010dnosti je maj\u00ed v\u0161ichni, ale v r\u016fzn\u00fdch st\u00e1di\u00edch) \u2192 zav\u00e9st <noindex><a rel=\"nofollow\" href=\"https:\/\/www.regionsoft.ru\/\"><u>CRM syst\u00e9m,<\/u><\/a><\/noindex> ve kter\u00e9 za\u010dne\u0161 shroma\u017e\u010fovat v\u0161echny ukazatele operativn\u00ed pr\u00e1ce \u2192 v CRM automatizuj podnikov\u00e9 procesy \u2192 implementuj KPI (nejl\u00e9pe tak\u00e9 v CRM, aby se ukazatele po\u010d\u00edtaly automaticky a zam\u011bstnanci mohli vid\u011bt sv\u016fj pokrok a rozum\u011bt tomu, z \u010deho se jejich syst\u00e9m KPI skl\u00e1d\u00e1) \u2192 po\u010d\u00edtat KPI a mzdu automaticky.<\/p>\n<p>Mimochodem, v\u0161echny tyto kroky jsme realizovali ve sv\u00e9 RegionSoft CRM. Pod\u00edvejte se, jak m\u00e1me nastaven\u00e9 jednoduch\u00e9 i slo\u017eit\u00e9 (pokro\u010dil\u00e9) KPI. Samoz\u0159ejm\u011b, \u017ee nezn\u00e1m funk\u010dnost v\u0161ech CRM na sv\u011bt\u011b, ale t\u011bch 15-20 syst\u00e9m\u016f, ale mohu s jistotou \u0159\u00edci: mechanizmus je unik\u00e1tn\u00ed. Dob\u0159e, u\u017e \u0161lo dost chv\u00e1ly, pokra\u010dujeme v diskuzi.<\/p>\n<p>Z\u00e1kladn\u00ed nastaven\u00ed KPI<center><iframe loading=\"lazy\" width=\"560\" height=\"315\" src=\"https:\/\/embedd.srv.habr.com\/iframe\/5f7c4ffe9dfa90c96f49dbee\" frameborder=\"0\" allowfullscreen><\/iframe><\/center><\/p>\n<p>Pokro\u010dil\u00e9 nastaven\u00ed KPI<center><iframe loading=\"lazy\" width=\"560\" height=\"315\" src=\"https:\/\/embedd.srv.habr.com\/iframe\/5f7c503951ad1fc9585b089e\" frameborder=\"0\" allowfullscreen><\/iframe><\/center><\/p>\n<p><img decoding=\"async\" alt=\"Tyto \u0161\u00edlen\u00e9 KPI\" src=\"\/wp-content\/uploads\/2020\/10\/42afd024b6ddb67d6e40c91e336b5df4.png\" style=\"display:block;margin: 0 auto;\" \/>Takhle vypad\u00e1 monitoring, kter\u00fd vid\u00ed zam\u011bstnanci spole\u010dnost\u00ed pracuj\u00edc\u00edch v RegionSoft CRM. Tento pohodln\u00fd a p\u0159ehledn\u00fd dashboard umo\u017e\u0148uje hodnotit pokrok sv\u00e9 pr\u00e1ce a upravit sv\u016fj pracovn\u00ed den. Vedouc\u00ed m\u016f\u017ee tak\u00e9 sledovat ukazatele v\u0161ech zam\u011bstnanc\u016f a v p\u0159\u00edpad\u011b pot\u0159eby zm\u011bnit taktiku pr\u00e1ce b\u011bhem obdob\u00ed.<\/p>\n<h3>M\u016f\u017eete skv\u011ble pracovat a nesplnit ani jeden KPI.<\/h3>\n<p>Je to p\u0159edev\u0161\u00edm probl\u00e9m zam\u011bstnanc\u016f-perfekcionist\u016f, kte\u0159\u00ed dotahuj\u00ed sv\u00e9 \u00fakoly k dokonalosti a tr\u00e1v\u00ed na tom hromadu \u010dasu. Ale stejn\u00fd p\u0159\u00edb\u011bh plat\u00ed prakticky pro v\u0161echny: m\u016f\u017eete skv\u011ble obslou\u017eit dva klienty, kte\u0159\u00ed p\u0159inesou po 2,5 milionu rubl\u016f, ale p\u0159itom nedodr\u017eet ani jednu normu \u010dasov\u00e9 obsluhy. Mimochodem, pr\u00e1v\u011b \"d\u00edky\" takov\u00fdm KPI se \u010dasto setk\u00e1v\u00e1me s nekvalitn\u00edmi slu\u017ebami od reklamn\u00edch ploch, reklamn\u00edch agentur, oper\u00e1tor\u016f a dal\u0161\u00edch spole\u010dnost\u00ed na \u201epotoce\u201c: maj\u00ed m\u011b\u0159\u00edtka, kter\u00e1 ur\u010duj\u00ed pr\u00e9mii, a je pro n\u011b v\u00fdhodn\u011bj\u0161\u00ed uzav\u0159\u00edt \u00fakol, ne\u017e se zab\u00fdvat \u0159e\u0161en\u00edm probl\u00e9mu. A to je velmi v\u00e1\u017en\u00fd \u0159et\u011bzec chyb, proto\u017ee KPI nad\u0159\u00edzen\u00fdch mana\u017eer\u016f jsou spojeny s KPI pod\u0159\u00edzen\u00fdch a nikdo nechce sly\u0161et \u017e\u00e1dosti o \u00fapravu syst\u00e9m\u016f m\u011b\u0159en\u00ed. A to je \u0161koda. Pokud pat\u0159\u00edte mezi n\u011b, iniciujte revizi, proto\u017ee d\u0159\u00edve \u010di pozd\u011bji honba za pr\u00e9mi\u00ed a koeficienty se prom\u011bn\u00ed v lavinu st\u00ed\u017enost\u00ed od klient\u016f (na kterou samoz\u0159ejm\u011b existuje sv\u016fj KPI) a v\u0161echno bude mnohem nep\u0159\u00edjemn\u011bj\u0161\u00ed a slo\u017eit\u011bj\u0161\u00ed na opravu.<\/p>\n<p>Pr\u00e1v\u011b z tohoto d\u016fvodu je lep\u0161\u00ed stanovit n\u011bkolik typ\u016f KPI, nap\u0159\u00edklad pl\u00e1n podle po\u010dtu tiket\u016f (klient\u016f), podle v\u00fdnosu, podle v\u00fdnosu na klienta atd. Takto bude mo\u017en\u00e9 vid\u011bt, kter\u00e1 \u010d\u00e1st pr\u00e1ce p\u0159in\u00e1\u0161\u00ed nejv\u00edce p\u0159\u00edjmu, kter\u00e1 \u010d\u00e1st zaost\u00e1v\u00e1 a pro\u010d (nap\u0159\u00edklad chronick\u00e9 nespln\u011bn\u00ed pl\u00e1nu na nov\u00e9 klienty m\u016f\u017ee znamenat slab\u00fd marketing nebo slab\u00e9 prodeje, zde v\u00e1m mohou pomoci jin\u00e9 zpr\u00e1vy \u2014 jako profil prodeje za obdob\u00ed a prodejn\u00ed trycht\u00fd\u0159).<\/p>\n<h3>KPI jsou vyhodnocen\u00edm obdob\u00ed, nikoli tot\u00e1ln\u00edm kontrolou.<\/h3>\n<p>KPI nen\u00ed nikdy kontrola. Pokud va\u0161i zam\u011bstnanci vypl\u0148uj\u00ed denn\u00ed\/t\u00fddenn\u00ed tabulky, kde uv\u00e1d\u011bj\u00ed, kolik \u010dasu str\u00e1vili na jak\u00e9m \u00fakolu, pak to nen\u00ed KPI. Pokud si zam\u011bstnanci hodnot\u00ed navz\u00e1jem na \u0161k\u00e1le od -2 do +2, to tak\u00e9 nen\u00ed KPI. Mimochodem, to nen\u00ed ani kontrola, proto\u017ee v\u0161echny \u00fakoly a jejich \u010das se zapisuj\u00ed n\u00e1hodn\u011b, aby se rozprost\u0159elo 8 hodin, a hodnocen\u00ed koleg\u016f jsou p\u0159ibli\u017en\u011b takto: \"jo, Va\u0161ek a Ho\u0161a pili se mnou pivo, vtipn\u00ed kluci, daj\u00ed +2\", \"trpitelka M\u00e1\u0161a splnila za m\u011b 4 velk\u00e9 \u00fakoly, ale m\u011bla tak k\u0159ivou tv\u00e1\u0159, tak dob\u0159e, d\u00e1m 0, abych se smiloval, ne -2.\"&nbsp;<\/p>\n<p>KPI je pouze hodnocen\u00ed dosa\u017een\u00ed nebo nedosa\u017een\u00ed skute\u010dn\u00fdch m\u011b\u0159iteln\u00fdch ukazatel\u016f, kter\u00e9 odpov\u00eddaj\u00ed c\u00edl\u016fm podnik\u00e1n\u00ed. Jakmile se KPI stanou bi\u010dem, st\u00e1vaj\u00ed se fra\u0161kou, proto\u017ee zam\u011bstnanci se budou honit pouze za nejkr\u00e1sn\u011bj\u0161\u00ed a nejv\u00fdnosn\u011bj\u0161\u00ed \u010d\u00edslic\u00ed, skute\u010dn\u00e1 pr\u00e1ce v ostatn\u00edch oblastech nebude.<\/p>\n<p><img decoding=\"async\" alt=\"Tyto \u0161\u00edlen\u00e9 KPI\" src=\"\/wp-content\/uploads\/2020\/10\/0d2241566ad602f4397b4e3ceacb1318.png\" style=\"display:block;margin: 0 auto;\" \/><\/p>\n<h3>KPI by nem\u011bly mu\u010dit zam\u011bstnance<\/h3>\n<p>\u010casto to b\u00fdv\u00e1 tak, \u017ee na konci m\u011bs\u00edce zam\u011bstnanc\u016fm chod\u00ed velk\u00e9 soubory Excel s 4-5 z\u00e1lo\u017ekami, kde maj\u00ed napsat sv\u00e9 KPI a vyplnit ur\u010dit\u00e9 \u00fadaje. Zvl\u00e1\u0161tn\u00ed druh mu\u010den\u00ed:<\/p>\n<ul>\n<li>\n<p>napsat ka\u017ed\u00fd sv\u016fj \u00fakol a p\u0159i\u0159adit mu bodov\u00e9 hodnocen\u00ed (psychologicky pen\u00edze nav\u00edc vyhr\u00e1vaj\u00ed nad sebekritick\u00fdmi skromn\u00edky);<\/p>\n<\/li>\n<li>\n<p>hodnotit kolegy;<\/p>\n<\/li>\n<li>\n<p>hodnotit firemn\u00edho ducha spole\u010dnosti;<\/p>\n<\/li>\n<li>\n<p>vypo\u010d\u00edtat sv\u016fj koeficient a pokud je v\u00fdrazn\u011b vy\u0161\u0161\u00ed nebo ni\u017e\u0161\u00ed ne\u017e pr\u016fm\u011br za p\u0159edchoz\u00ed obdob\u00ed, napsat do koment\u00e1\u0159e k bu\u0148ce s hodnotou vysv\u011btlen\u00ed, pro\u010d se to stalo (a v\u011bta \u201eDob\u0159e jsem pracoval, proto\u017ee jsem m\u011bl \u0161t\u011bst\u00ed\u201c neplat\u00ed) a pl\u00e1n, jak probl\u00e9m v budoucnu vy\u0159e\u0161it (\u201eV\u00edce dob\u0159e pracovat nebudu\u201c).&nbsp;<\/p>\n<\/li>\n<\/ul>\n<p>Douf\u00e1m, \u017ee te\u010f nikdo nep\u0159ijme tuto skute\u010dnou zku\u0161enost jako n\u00e1vod k akci.<\/p>\n<p>KPI by m\u011bly b\u00fdt viditeln\u00e9, p\u0159\u00edstupn\u00e9 a transparentn\u00ed pro zam\u011bstnance, ale pracovn\u00edci by nem\u011bli lh\u00e1t p\u0159i vypl\u0148ov\u00e1n\u00ed tabulek, vzpom\u00ednat na sv\u00e9 \u00fakoly a rekonstruovat spln\u011bn\u00e9 objemy podle dokument\u016f a smluv, ani si samostatn\u011b po\u010d\u00edtat sv\u00e9 ukazatele atd. Rok 2020 je \u010das, kter\u00fd si zaslou\u017e\u00ed automatick\u00e9 v\u00fdpo\u010dty KPI. Bez automatizace by syst\u00e9m kl\u00ed\u010dov\u00fdch ukazatel\u016f v\u00fdkonnosti mohl b\u00fdt nejen nep\u0159esn\u00fd, ale dokonce \u0161kodliv\u00fd, proto\u017ee na z\u00e1klad\u011b vymy\u0161len\u00fdch \u010d\u00edsel a bod\u016f by se p\u0159ij\u00edmala chybov\u00e1 re\u00e1ln\u00e1 rozhodnut\u00ed.<\/p>\n<h3>KPI nen\u00ed cel\u00fd syst\u00e9m motivace, ale jeho \u010d\u00e1st<\/h3>\n<p>To je asi nejroz\u0161\u00ed\u0159en\u011bj\u0161\u00ed chyba \u2013 pova\u017eovat pouze KPI za cel\u00fd syst\u00e9m motivace. Znovu \u0159\u00edk\u00e1m, to je pouze ukazatel v\u00fdkonnosti. Ano, KPI zahrnuje prvky stimulace a le\u017e\u00ed na z\u00e1klad\u011b odm\u011b\u0148ov\u00e1n\u00ed zam\u011bstnanc\u016f, ale syst\u00e9m motivace je v\u017edy kombinac\u00ed hmotn\u00fdch a nehmotn\u00fdch forem odm\u011b\u0148ov\u00e1n\u00ed. Zahrnuje nejen korpor\u00e1tn\u00ed kulturu, pohodl\u00ed pr\u00e1ce, mezilidsk\u00e9 vztahy, ale i mo\u017enosti kari\u00e9rn\u00edho r\u016fstu a dal\u0161\u00ed. Mo\u017en\u00e1 pr\u00e1v\u011b kv\u016fli ztoto\u017en\u011bn\u00ed t\u011bchto pojm\u016f se v KPI objevuj\u00ed ukazatele firemn\u00edho ducha a vz\u00e1jemn\u00e9 pomoci. To je samoz\u0159ejm\u011b nespr\u00e1vn\u00e9.<\/p>\n<p>A te\u010f p\u0159ivol\u00e1m vliv nevole \u010dten\u00e1\u0159\u016f, ale d\u016fle\u017eit\u00fd rozd\u00edl mezi syst\u00e9mem motivace a syst\u00e9mem KPI je v tom, \u017ee motivaci by m\u011bli vypracov\u00e1vat a zav\u00e1d\u011bt specialist\u00e9 na lidsk\u00e9 zdroje, zat\u00edmco KPI je \u00fakol pro vedouc\u00ed a vedouc\u00ed odd\u011blen\u00ed, kte\u0159\u00ed skv\u011ble ch\u00e1pou jak c\u00edle podnik\u00e1n\u00ed, tak hlavn\u00ed metriky jejich dosa\u017een\u00ed. Pokud ve va\u0161\u00ed spole\u010dnosti KPI vytv\u00e1\u0159ej\u00ed HR, v\u00e1\u0161 KPI bude vypadat n\u011bjak takto:<\/p>\n<p><img decoding=\"async\" alt=\"Tyto \u0161\u00edlen\u00e9 KPI\" src=\"\/wp-content\/uploads\/2020\/10\/b1deb244587bbec4cd646fc34440cf7f.png\" style=\"display:block;margin: 0 auto;\" \/>P\u011bkn\u00e9, ale nem\u00e1m pon\u011bt\u00ed, co to je a jak to reprodukovat<\/p>\n<h4>KPI by m\u011blo b\u00fdt od\u016fvodn\u011bn\u00e9, \u010d\u00edsla z nebe vedou k konflikt\u016fm<\/h4>\n<p>Pokud v\u00edte, \u017ee va\u0161i zam\u011bstnanci pr\u016fm\u011brn\u011b za m\u011bs\u00edc vyd\u00e1vaj\u00ed dv\u011b aktualizace, opravuj\u00ed 500 chyb a prod\u00e1vaj\u00ed 200 klient\u016fm, pak pl\u00e1n na 6 vyd\u00e1n\u00ed a 370 klient\u016f bude nerealistick\u00fd \u2014 je to p\u0159\u00edli\u0161 velk\u00e9 roz\u0161\u00ed\u0159en\u00ed trhu a p\u0159\u00edli\u0161 velk\u00e1 z\u00e1t\u011b\u017e na v\u00fdvoj (chyb tak\u00e9 p\u0159ibude p\u0159ibli\u017en\u011b t\u0159ikr\u00e1t v\u00edce). Stejn\u011b tak nelze stanovit vysok\u00fd pl\u00e1n pro p\u0159\u00edjmy, pokud v zemi panuje hlubok\u00e1 stagnace a v\u00e1\u0161 obor pat\u0159\u00ed mezi nejstagnuj\u00edc\u00ed. Hlubok\u00e9 nespln\u011bn\u00ed pl\u00e1nu demotivuje zam\u011bstnance, p\u0159im\u011bje je pochybovat o sob\u011b a tak\u00e9 o \u00fa\u010dinnosti va\u0161eho \u0159\u00edzen\u00ed.<\/p>\n<p>Proto by KPI m\u011bly:&nbsp;<\/p>\n<ul>\n<li>\n<p>p\u0159esn\u011b odpov\u00eddat c\u00edl\u016fm podnik\u00e1n\u00ed;<\/p>\n<\/li>\n<li>\n<p>zahrnovat do vzorce v\u00fdpo\u010dtu pouze skute\u010dn\u011b existuj\u00edc\u00ed a v r\u00e1mci spole\u010dnosti m\u011b\u0159iteln\u00e9 metriky;<\/p>\n<\/li>\n<li>\n<p>neobsahovat subjektivn\u00ed hodnocen\u00ed a charakteristiky;<\/p>\n<\/li>\n<li>\n<p>odr\u00e1\u017eet sm\u011br odm\u011b\u0148ov\u00e1n\u00ed, nikoli trest\u00e1n\u00ed;<\/p>\n<\/li>\n<li>\n<p>korespondovat s re\u00e1ln\u00fdmi hodnotami ukazatel\u016f za n\u011bkolik obdob\u00ed;<\/p>\n<\/li>\n<li>\n<p>r\u016fst pomalu;<\/p>\n<\/li>\n<li>\n<p>m\u011bnit se v p\u0159\u00edpad\u011b, \u017ee se zm\u011bnily c\u00edle nebo obchodn\u00ed procesy, historick\u00e9 KPI jsou stokr\u00e1t hor\u0161\u00ed ne\u017e historick\u00fd k\u00f3d.<\/p>\n<\/li>\n<\/ul>\n<p>Pokud jsou zam\u011bstnanci rozho\u0159\u010deni KPI a opr\u00e1vn\u011bn\u011b pop\u00edraj\u00ed mo\u017enost spln\u011bn\u00ed n\u011bkter\u00fdch ukazatel\u016f, stoj\u00ed za to je poslouchat: \u010dasto jsou na m\u00edst\u011b n\u011bkter\u00e9 aspekty dosa\u017een\u00ed pl\u00e1nu mnohem jasn\u011bj\u0161\u00ed ne\u017e v \u0159editelsk\u00e9m k\u0159esle (t\u00fdk\u00e1 se to v\u0161ak p\u0159edev\u0161\u00edm st\u0159edn\u00edho a velk\u00e9ho podnik\u00e1n\u00ed).&nbsp;<\/p>\n<p>Pokud je KPI neadekv\u00e1tn\u00ed, zam\u011bstnanci se d\u0159\u00edve \u010di pozd\u011bji nau\u010d\u00ed mu p\u0159izp\u016fsobit a na v\u00fdstupu dostanete podvod, nebo i otev\u0159en\u00e9 podvody. Tak nap\u0159\u00edklad vznikaj\u00ed fale\u0161n\u00e9 p\u0159ipojen\u00ed na jeden pas u oper\u00e1tor\u016f nebo fale\u0161n\u00e9 hodnocen\u00ed z\u00e1kazn\u00edk\u016f u technick\u00e9 podpory. To podnik\u00e1n\u00ed rozhodn\u011b nep\u0159in\u00e1\u0161\u00ed nic dobr\u00e9ho.<\/p>\n<h3>Neexistuj\u00ed \u017e\u00e1dn\u00e9 hotov\u00e9 \u0161ablony pro KPI<\/h3>\n<p>Na internetu a u poradc\u016f m\u016f\u017eete naj\u00edt nab\u00eddky na prodej soubor\u016f s hotov\u00fdmi KPI. V 90 % p\u0159\u00edpad\u016f se jedn\u00e1 o ty stejn\u00e9 soubory Excel, o kter\u00fdch jsem mluvila v\u00fd\u0161e, kter\u00e9 vlastn\u011b p\u0159edstavuj\u00ed anal\u00fdzu pl\u00e1n versus skute\u010dnost pro jakoukoli spole\u010dnost. Nebudou v nich parametry, kter\u00e9 odpov\u00eddaj\u00ed va\u0161im c\u00edl\u016fm a \u00fakol\u016fm. Takov\u00e9 soubory jsou pouze magnety na potenci\u00e1ln\u00ed klienty, abyste se obr\u00e1tili na poradce ohledn\u011b v\u00fdvoje syst\u00e9mu KPI. Proto v\u00e1m opravdu nedoporu\u010duji br\u00e1t ciz\u00ed \u0161ablony a pou\u017e\u00edvat je k v\u00fdpo\u010dtu kl\u00ed\u010dov\u00fdch ukazatel\u016f v\u00fdkonnosti pro va\u0161e zam\u011bstnance. Nakonec jsou to kl\u00ed\u010dov\u00e9 ukazatele, a ne jedine\u010dn\u00e9 a univerz\u00e1ln\u00ed.&nbsp;<\/p>\n<p>Ano, v\u00fdvoj syst\u00e9mu KPI zabere \u010das, ale pokud ho vytvo\u0159\u00edte jednou, ulev\u00edte si od hromady probl\u00e9m\u016f se zam\u011bstnanci a budete moci \u0159\u00eddit jak t\u00fdm v kancel\u00e1\u0159i, tak zam\u011bstnance na d\u00e1lku stejn\u011b efektivn\u011b.&nbsp;<\/p>\n<h3>KPI by nem\u011blo b\u00fdt mnoho<\/h3>\n<p>Optim\u00e1ln\u00ed je mezi 3 a 10. Velk\u00e9 mno\u017estv\u00ed KPI rozptyluje pozornost zam\u011bstnanc\u016f na c\u00edlech a sni\u017euje efektivitu pr\u00e1ce. Zvl\u00e1\u0161t\u011b neefektivn\u00ed jsou m\u00e1lo v\u00fdznamn\u00e9, b\u011b\u017en\u00e9 KPI, kter\u00e9 nejsou v\u00e1z\u00e1ny na makroprocesy, ale na mno\u017estv\u00ed list\u016f smluv, \u0159\u00e1dky text\u016f, po\u010det znak\u016f apod. (tento teze lze ilustrovat pojmem \u201cIndick\u00fd k\u00f3d\u201d nebo \u201cGlitch\u201d, kdy v Indii v polovin\u011b 80. let bylo obvykl\u00e9 platit program\u00e1tor\u016fm podle po\u010dtu napsan\u00fdch \u0159\u00e1dk\u016f k\u00f3du. To vedlo ke zhor\u0161en\u00ed kvality k\u00f3du, st\u00e1val se chaotick\u00fdm, objektov\u011b neorientovan\u00fdm, s mnoha chybami).<\/p>\n<p>\u010c\u00e1st KPI by m\u011bla b\u00fdt vztahov\u00e1na k individu\u00e1ln\u00ed pr\u00e1ci zam\u011bstnance nebo odd\u011blen\u00ed, a \u010d\u00e1st by m\u011bla b\u00fdt integrovan\u00e1, spole\u010dn\u00e1 pro celou spole\u010dnost (nap\u0159\u00edklad po\u010det nalezen\u00fdch chyb \u2013 individu\u00e1ln\u00ed ukazatel, ale v\u00fdnosy \u2013 \u00fasp\u011bch v\u0161ech odd\u011blen\u00ed jako celku). T\u00edmto zp\u016fsobem jsou zam\u011bstnanc\u016fm p\u0159ed\u00e1v\u00e1ny spr\u00e1vn\u00e9 c\u00edle spole\u010dnosti a uv\u011bdomuj\u00ed si, \u017ee uvnit\u0159 spole\u010dnosti je nastolen parita mezi individu\u00e1ln\u00ed a t\u00fdmovou prac\u00ed.<\/p>\n<h3>Ano, skute\u010dn\u011b existuj\u00ed profese, kde je obt\u00ed\u017en\u00e9 nebo dokonce nemo\u017en\u00e9 uplatnit KPI.<\/h3>\n<p>To jsou p\u0159edev\u0161\u00edm kreativn\u00ed profese, v\u00fdvoj\u00e1\u0159i, program\u00e1to\u0159i, badatel\u00e9, v\u011bdci atd. Jejich pr\u00e1ci je obt\u00ed\u017en\u00e9 m\u011b\u0159it hodinami nebo \u0159\u00e1dky, proto\u017ee se jedn\u00e1 o vysoce intelektu\u00e1ln\u00ed \u010dinnost spojenou s hlubok\u00fdm zpracov\u00e1n\u00edm detail\u016f \u00fakolu atd. Na takov\u00e9 zam\u011bstnance lze aplikovat motiva\u010dn\u00ed KPI, nap\u0159\u00edklad je odm\u011bnit, pokud firma dos\u00e1hne pl\u00e1nu tr\u017eeb, ale individu\u00e1ln\u00ed koeficienty pro n\u011b jsou extr\u00e9mn\u011b sporn\u00e9 a obt\u00ed\u017en\u00e9 \u0159e\u0161en\u00ed.<\/p>\n<p>Abychom pochopili skute\u010dn\u00e9 d\u016fsledky zaveden\u00ed KPI pro takov\u00e9 profese, pod\u00edvejte se na stav poliklinick\u00e9 p\u00e9\u010de v na\u0161\u00ed zemi (a nejen v na\u0161\u00ed). Od t\u00e9 doby, co l\u00e9ka\u0159i dostali normy pro \u010das vy\u0161et\u0159en\u00ed pacienta, vypln\u011bn\u00ed dokumentace a dal\u0161\u00ed cenn\u00e9 pokyny pro zach\u00e1zen\u00ed s pacienty, st\u00e1tn\u00ed polikliniky se prom\u011bnily v pobo\u010dku pekla. V tomto ohledu jsou priv\u00e1tn\u00ed kliniky mnohem rozumn\u011bj\u0161\u00ed, proto\u017ee stanovuj\u00ed KPI, ale z\u00e1rove\u0148 vy\u010dle\u0148uj\u00ed \u010das pro pacienta s rezervou, tedy zejm\u00e9na pracuj\u00ed na loajalit\u011b a dokonce l\u00e1sce pacienta k klinice a konkr\u00e9tn\u00edm l\u00e9ka\u0159\u016fm. A s t\u00edmto rozlo\u017een\u00edm se pl\u00e1n tr\u017eeb a n\u00e1v\u0161t\u011bv spln\u00ed s\u00e1m.<\/p>\n<p>Zam\u011bstnanec p\u0159ich\u00e1z\u00ed do firmy, aby vym\u011bnil sv\u00e9 znalosti a zku\u0161enosti za pen\u00edze, p\u0159i\u010dem\u017e znalosti a zku\u0161enosti by m\u011bly p\u0159in\u00e1\u0161et ur\u010dit\u00fd v\u00fdsledek vych\u00e1zej\u00edc\u00ed z c\u00edl\u016f podnik\u00e1n\u00ed. Stanoven\u00ed c\u00edlov\u00fdch ukazatel\u016f KPI pro n\u011bj nen\u00ed nic \u0161patn\u00e9ho, neloy\u00e1ln\u00edho ani bezohledn\u00e9ho. Naopak, p\u0159i spr\u00e1vn\u00e9m n\u00e1vrhu syst\u00e9mu kl\u00ed\u010dov\u00fdch ukazatel\u016f vid\u00ed zam\u011bstnanec sm\u011br, kter\u00fdm se m\u00e1 ub\u00edrat, a m\u016f\u017ee si vybrat, kde se jeho zku\u0161enosti budou nejl\u00e9pe vyu\u017e\u00edvat a jeho pr\u00e1ce bude efektivn\u00ed.<\/p>\n<p>Bohu\u017eel, KPI nen\u00ed jedin\u00fd pojem, kter\u00fd se v podnikatelsk\u00e9m prost\u0159ed\u00ed poda\u0159ilo d\u00e9monizovat a p\u0159etvo\u0159it v n\u00e1stroj zastra\u0161ov\u00e1n\u00ed. To je nespr\u00e1vn\u00e9, proto\u017ee KPI, stejn\u011b jako CRM, ERP a Gantt\u016fv diagram \u2014 jsou jen u\u017eite\u010dn\u00e9 n\u00e1stroje pro \u0159\u00edzen\u00ed a dialog mezi zam\u011bstnanci a jejich nad\u0159\u00edzen\u00fdmi. KPI funguj\u00ed skv\u011ble, pokud jsou rozumn\u00e9. Tak\u017ee v\u0161e je ve va\u0161ich rukou. Osobn\u011b pro mal\u00e9 a st\u0159edn\u00ed podniky vid\u00edm ide\u00e1ln\u00ed spojen\u00ed CRM, automatizace prodeje a automatizovan\u00fdch KPI. Nyn\u00ed, v podm\u00ednk\u00e1ch covidov\u00e9 a ekonomick\u00e9 nejistoty, toto spojen\u00ed doslova dok\u00e1\u017ee p\u0159enastavit t\u00fdm a restartovat podnik\u00e1n\u00ed. A pro\u010d ne?<\/p>\n<p>Zdroj: <a content=\"nofollow\" rel=\"nofollow\" href=\"https:\/\/habr.com\/ru\/company\/regionsoft\/blog\/522260\/\">habr.com<\/a> <\/p>","protected":false,"gt_translate_keys":[{"key":"rendered","format":"html"}]},"excerpt":{"rendered":"<p>\u041b\u044e\u0431\u0438\u0442\u0435 \u043b\u0438 \u0432\u044b KPI? \u041f\u043e\u043b\u0430\u0433\u0430\u044e, \u0441\u043a\u043e\u0440\u0435\u0435 \u0432\u0441\u0435\u0433\u043e, \u043d\u0435\u0442. \u0422\u0440\u0443\u0434\u043d\u043e \u043d\u0430\u0439\u0442\u0438 \u0447\u0435\u043b\u043e\u0432\u0435\u043a\u0430, \u043a\u043e\u0442\u043e\u0440\u044b\u0439 \u043d\u0435 \u043f\u043e\u0441\u0442\u0440\u0430\u0434\u0430\u043b \u043e\u0442 KPI \u0432 \u0442\u043e\u043c \u0438\u043b\u0438 \u0438\u043d\u043e\u043c \u0432\u0438\u0434\u0435: \u043a\u0442\u043e-\u0442\u043e \u043d\u0435 \u0434\u043e\u0442\u044f\u0433\u0438\u0432\u0430\u043b \u0434\u043e \u0446\u0435\u043b\u0435\u0432\u044b\u0445 \u043f\u043e\u043a\u0430\u0437\u0430\u0442\u0435\u043b\u0435\u0439, \u043a\u0442\u043e-\u0442\u043e \u0441\u0442\u043e\u043b\u043a\u043d\u0443\u043b\u0441\u044f \u0441 \u0441\u0443\u0431\u044a\u0435\u043a\u0442\u0438\u0432\u043d\u043e\u0439 \u043e\u0446\u0435\u043d\u043a\u043e\u0439, \u0430 \u043a\u0442\u043e-\u0442\u043e \u043f\u043e\u0440\u0430\u0431\u043e\u0442\u0430\u043b, \u0443\u0432\u043e\u043b\u0438\u043b\u0441\u044f, \u043d\u043e \u0442\u0430\u043a \u0438 \u043d\u0435 \u0441\u043c\u043e\u0433 \u0443\u0437\u043d\u0430\u0442\u044c, \u0438\u0437 \u0447\u0435\u0433\u043e \u0441\u043e\u0441\u0442\u043e\u044f\u043b\u0438 \u0442\u0435 \u0441\u0430\u043c\u044b\u0435 KPI, \u043a\u043e\u0442\u043e\u0440\u044b\u0435 \u0432 \u043a\u043e\u043c\u043f\u0430\u043d\u0438\u0438 \u0434\u0430\u0436\u0435 \u0443\u043f\u043e\u043c\u044f\u043d\u0443\u0442\u044c \u0431\u043e\u044f\u043b\u0438\u0441\u044c. \u0418 [&hellip;]<\/p>\n","protected":false,"gt_translate_keys":[{"key":"rendered","format":"html"}]},"author":1,"featured_media":96119,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[688],"tags":[],"class_list":["post-96118","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-administrirovanie"],"aioseo_notices":[],"aioseo_head":"\n\t\t<!-- All in One SEO 5.0.3 - aioseo.com -->\n\t<meta name=\"description\" content=\"\u041b\u044e\u0431\u0438\u0442\u0435 \u043b\u0438 \u0432\u044b KPI? \u041f\u043e\u043b\u0430\u0433\u0430\u044e, \u0441\u043a\u043e\u0440\u0435\u0435 \u0432\u0441\u0435\u0433\u043e, \u043d\u0435\u0442.\" \/>\n\t<meta name=\"robots\" content=\"max-image-preview:large\" \/>\n\t<meta name=\"author\" content=\"Yuri Gagarin\"\/>\n\t<link rel=\"canonical\" href=\"https:\/\/prohoster.info\/cs\/blog\/administrirovanie\/eti-bezumnye-kpi\" \/>\n\t\t<meta name=\"generator\" content=\"All in One SEO (AIOSEO) 5.0.3\" \/>\n\t\t<meta property=\"og:locale\" content=\"cs_CZ\" \/>\n\t\t<meta property=\"og:site_name\" content=\"ProHoster | \u041a\u0443\u043f\u0438\u0442\u044c \u043d\u0430\u0434\u0435\u0436\u043d\u044b\u0439 \u0445\u043e\u0441\u0442\u0438\u043d\u0433 \u0434\u043b\u044f \u0441\u0430\u0439\u0442\u043e\u0432 \u0441 \u0437\u0430\u0449\u0438\u0442\u043e\u0439 \u043e\u0442 DDoS, VPS VDS \u0441\u0435\u0440\u0432\u0435\u0440\u044b\" \/>\n\t\t<meta property=\"og:type\" content=\"article\" \/>\n\t\t<meta property=\"og:title\" content=\"\ud83e\udd47\u042d\u0442\u0438 \u0431\u0435\u0437\u0443\u043c\u043d\u044b\u0435 KPI | ProHoster\" \/>\n\t\t<meta property=\"og:description\" content=\"\u041b\u044e\u0431\u0438\u0442\u0435 \u043b\u0438 \u0432\u044b KPI? \u041f\u043e\u043b\u0430\u0433\u0430\u044e, \u0441\u043a\u043e\u0440\u0435\u0435 \u0432\u0441\u0435\u0433\u043e, \u043d\u0435\u0442.\" \/>\n\t\t<meta property=\"og:url\" content=\"https:\/\/prohoster.info\/cs\/blog\/administrirovanie\/eti-bezumnye-kpi\" \/>\n\t\t<meta property=\"og:image\" content=\"https:\/\/prohoster.info\/wp-content\/uploads\/2021\/11\/logo-350.jpg\" \/>\n\t\t<meta property=\"og:image:secure_url\" content=\"https:\/\/prohoster.info\/wp-content\/uploads\/2021\/11\/logo-350.jpg\" \/>\n\t\t<meta property=\"og:image:width\" content=\"350\" \/>\n\t\t<meta property=\"og:image:height\" content=\"350\" \/>\n\t\t<meta property=\"article:published_time\" content=\"2020-10-08T05:43:11+00:00\" \/>\n\t\t<meta property=\"article:modified_time\" content=\"2020-10-08T05:43:11+00:00\" \/>\n\t\t<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/prohoster\" \/>\n\t\t<meta property=\"article:author\" content=\"https:\/\/www.facebook.com\/prohoster\" \/>\n\t\t<!-- All in One SEO -->\n\n","aioseo_head_json":{"title":"\ud83e\udd47Ty bl\u00e1zniv\u00e9 KPI | ProHoster","description":"M\u00e1te r\u00e1di KPI? 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