Unit 12
Setting KPIs
職場攻略/市場業務
Workplace English/Communication Skills
BRAIN STORM
Share your ideas with your teacher and try to make sentences.
Do you know what is a KPI? What do you think KPI is?
VOCABULARY
Repeat these sentences after your teacher.
1. how goes it (idi.) 怎麼樣？
Hi John! How goes it?
嗨，約翰！怎麼了
2. overkill (v.) 過頭
The new KPIs are overkill.
新的KPI太超過了。
3. different animal (n.) 完全不同
Are you okay? You look like a different animal.
你還好嗎？你看起來像完全不同。
4. feed into (phr.) 貢獻
Laziness feeds into your unwillingness to work.
懶惰加劇了您的工作意願。
5. reinvent the wheel (idi.) 不必要
I think it is useless to reinvent the wheel.
我認為重新發明輪子是沒有用的。
6. pure and simple (idi.) 簡單單純
We serve customers. Pure and simple.
我們為客戶服務。純淨而簡單。
7. KPI (acro.) 關鍵業績指標
Have you seen the new KPI guidelines?
您是否看到了新的KPI指南？
Dialogue
Read the dialogue aloud with your teacher.
Hi Gary － thanks for inviting me over. How goes it in customer service?
嗨，Gary, 謝謝你邀請我來這兒。客服部運作得如何？
Good, but to be perfectly frank, the new HR guidelines on KPIs seem like overkill. Don’t we already have a good system in place for employee performance reviews and goals?
還好，但是說實話，新的人力資源方針在KPI這塊兒有點過頭啊。我們不是已經有一個完善的系統來考核員工業績並制定目標了嗎？
We do – but KPIs are a different animal than individual performance goals. Most importantly, KPIs help us track the main organizational goals, and then make sure that individual goals feed into them.
是的。但是KPI跟個人業績目標是完全不同的。 KPI最主要的目的是幫助我們追踪公司的總體目標，然後確保每位員工的業績都對此有所貢獻。
Ok – but here in the customer service department, it’s seems like a lot of work to reinvent the wheel. Our job is to reduce the number of customer complaints we get, pure and simple and last year, we cut complaints by over 25%!
好。但是在客服部門，這個做法似乎是不必要的。我們的工作就是減少客戶投訴率。非常簡單單純，去年我們減少了25%的客戶投訴率！
And that’s great – but also a perfect example! The most important thing with KPIs is that they measure our company’s goals. If our customer service KPI is to reduce customer complaints, that doesn’t really measure our goals.
那很棒，但也正好可以拿來舉例子！關於KPI最重要的是，它們衡量的是公司目標。如果我們的客服部KPI是減少客戶投訴率的話，那它衡量的就不是公司目標了。
How is that? Aren’t fewer customer complaints the goal?
為什麼？難道更低的客戶投訴率不是公司的目標嗎？
Not necessarily. While it’s true that there may be less complaints because customers are happier, what if we get less complaints just because we have a downturn in sales, and as a result, less customers who can complain in the first place? Or what if they’re unhappy, but having more trouble accessing support services?
並不一定是。但是當然要承認，用戶開心了投訴率就低。但如果我們的投訴率低了是因為銷售量低導致用戶群小了， 那怎麼辦？或者如果客戶不開心，但是沒法得到用戶支持服務，這種情況你想過沒？
I never thought of it that way.
我從沒那麼想過。
A good KPI here would be to target the number of customer service requests that remain unsatisfied at the end of the week. Then we know customer service response is improving.
一個好的KPI應該是在一周結束時弄清有多少未得到滿意答复的客戶要求，然後我們就知道客服是否進步了。
That makes sense. So, KPI is like a dashboard for tracking bigger goals – but making sure it measures something meaningful. So we could improve progress towards the KPI by setting individual goals to reduce the average unresolved complaints every week by 15%.
說的很有道理。所以KPI就像是儀錶盤，來為更大的目標作指導，要確保它所衡量的是有意義的數據。所以如果我們能製定個人目標，使每週的未解決投訴量減少15%，那麼我們就能逐步提高KPI了。
You’ve got it! And that also meets our criteria of personal goals following the “SMART” principle: Specific, Measurable, Achievable, Relevant, and Timely.
你說對了！而且那將符合我們對個人目標的標準—“SMART”原則：具體，可衡量，可實現，相關性強，及時。
This is making a lot more sense now. Let me work up a draft, but I may still need to pick your brain later on KPIs for customer service.
現在我完全明白了。讓我起草一下，但是我可能還要就客服部的工作問你一些建議。
Grammar
The use of a “dash” vs. a “comma” for emphasis
a. Use em dash (“ – “) to give stronger emphasis:
1. If I get that new raise, I’m going to get a car!
2. If I get that new raise – I’m going to get a car! (better)
b.Use em dash (“ – “) to set off parenthetical phrases:
1. When you come in, or go out, don’t forget to shut that door.
2. When you come in – or go out – don’t forget to shut that door. (better)
DISCUSSION
Make a conversation with your teacher.
1.What is your ideal profession? What do you think are the KPIs of that specific profession?
