Case Study: Defining and Tracking KPIs, Building a CEO Dashboard

Introduction

The Company is an accredited association management company that manages private clubs, golf clubs, and industry associations. It serves as an Executive Director and Managing Director for its clients, handling finances, insurance, HR, conference event planning, and education for its members. 

They are known for their high-touch approach and professional excellence in their industry. However, their leadership team and CEO worked around the clock, and their growth stagnated. The CEO wanted to step away and take a more hands-off approach but could not, and she was still needed in many day-to-day activities. 

Problem

The Company’s CEO had little visibility into what her team was working on and could not be an effective leader. The team’s goals were unclear; they did not know how to find the metrics for which they were accountable, and they spent time on tasks that did not drive growth. 

Strategic Actions

To tackle this critical issue, we took several key steps:

• Worked with CEO to understand what she needed greater visibility to.

• Built a dashboard that collects and displays the desired metrics. 

• Worked with the leadership team to train them to collect and share metrics with the dashboard.

We clarified which metrics drive growth and trained the team to be accountable for those metrics. Ultimately, the aim was to give the leadership team more clarity on how they can drive success and provide the CEO with more clarity about how each stakeholder contributes.

Results

The CEO has a weekly snapshot of how each leader drives towards success and can more precisely manage them. The Leaders better understand how to drive growth for the Company and be successful in their role. As a company, they will have historical weekly records of their contributions, which heavily contribute to performance evaluations and a granular understanding of what actions move the needle towards growth.