We keep hearing in news lately in Malaysia and also many new bankers started using this KPI as a term used to measure performance on certain department, person or company. But funny thing on this subject is, we started using KPI in 2004. I think the first person to mention this to me is Mr. Peter Yap. Then Danny started quoting and it was in 2006 that I started realizing the very importance of a KPI. Hmmm... it took me 2 years to actually learn and understand this. Understanding is not only the important part, its actually knowing how and when to apply and make it work effectively for a company. So here is some of the things I learned and would like to share. Key Performance Indicators are quantifiable measurements, agreed to beforehand, that reflect the critical success factors of an organization. They will differ depending on the organization. A business may have as one of its Key Performance Indicators the percentage of its income that comes from return customers. A school may foc...