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KPI Design Studio

AI-assisted KPI design — generate, score, and approve indicators aligned to strategy.

Governance · KPI Studio · SO-01
Inherited from Organization & Governance
Edit access
Open Governance
Scope
Changes flow to reporting chain, RACI and permissions below.
Reporting Chain
Keleswa Group HoldingsRetail Banking
Accountability (RACI) · SO-01
A · Wanjiru Kamau (CRO)R · Wanjiru Kamau (CRO)R · Mercy WanjalaC · Insights TeamC · Finance Partner – BankingI · Alex Morgan (CEO)
With Verification
2
of 4 KPIs
Missing Verification
2
of 4 KPIs
Assigned Reviewers
3
of 4 KPIs
Assigned Approvers
2
of 4 KPIs
Verification Coverage
50%
MoV defined
Evidence Coverage
50%
Evidence defined

KPIs by Strategic Perspective

Objective · KPI · Target · Owner · Perspective — across the active strategic portfolio.

OPOS Framework
Financial
2 KPIs
SO-05≥ 18% by Q4 2026
Operating Margin
Owner: David Kiprop
SO-05≥ 22% by Q4 2026
Return on Equity (ROE)
Owner: Group CFO Office
Customer
2 KPIs
SO-01≥ 58 by Q4 2026
Net Promoter Score (Group)
Owner: Mercy Wanjala
SO-01≥ 85% by Q3 2026
First Contact Resolution Rate
Owner: Service Operations
Process
2 KPIs
SO-03≤ 46% by Q4 2026
Cost-to-Income Ratio
Owner: Achieng Odhiambo
SO-03≤ 12 minutes by Q3 2026
Process Cycle Time (Account Opening)
Owner: Onboarding Ops
People
2 KPIs
SO-04≥ 25% by Q4 2026
Internal Mobility Rate
Owner: Mwangi Njoroge
SO-04≥ 4.3 by Q4 2026
Employee Engagement Index
Owner: People & Culture
Innovation
2 KPIs
SO-02≥ 80% by Q4 2026
Multi-cloud Workload Migration Coverage
Owner: Brian Otieno
SO-02≤ +5% monthly
Cloud Infrastructure Cost Variance
Owner: FinOps Lead
Governance
0 KPIs
No KPIs yet — add an objective in this perspective.

Strategic Objectives

5
SO-01·Customer Excellence
Lift CSAT from 4.3 to 4.7 across all channels
Owner: Mercy Wanjala
Avg KPI Quality
78
K-101·
Customer

Net Promoter Score (Group)

Measures customer loyalty across all channels as the willingness to recommend.

(Promoters − Detractors) / Total Respondents × 100
Score
Quality
92
Strong
Target
≥ 58 by Q4 2026
Weight
25%
Frequency
Monthly
Perspective
Market & Customer Excellence
Governance
Owner
Mercy Wanjala
Reviewer
Head of CX
Approver
Group COO
Data Source
Survey Results
Means of Verification
Survey Results
Evidence Requirements
Quarterly Survey Report with sample size & methodology
KPI Quality
93
Strategic Alignment95
Measurability100
Data Availability90
Verification Strength92
Evidence Readiness90
Verification Readiness
Ready

Data source, verification method and evidence requirements are defined. KPI is audit-ready.

SMART validated · Verification chain complete
K-102·
Customer

First Contact Resolution Rate

Share of customer contacts fully resolved on the first interaction.

Resolved on First Contact / Total Contacts × 100
Percentage (%)
Quality
86
Strong
Target
≥ 85% by Q3 2026
Weight
20%
Frequency
Weekly
Perspective
Market & Customer Excellence
Governance
Owner
Service Operations
Reviewer
Quality Assurance Lead
Approver
Head of CX
Data Source
Core Banking System
Means of Verification
System Report
Evidence Requirements
Weekly contact-centre System Report
KPI Quality
93
Strategic Alignment95
Measurability100
Data Availability90
Verification Strength92
Evidence Readiness90
Verification Readiness
Ready

Data source, verification method and evidence requirements are defined. KPI is audit-ready.

SMART validated · Verification chain complete
K-103·
Customer

Customer Effort Score (Digital Channels)

Perceived effort to complete a task on digital channels.

Avg(Effort Rating 1–7) across digital touchpoints
Score
Quality
74
Acceptable
Target
≤ 2.5 by Q4 2026
Weight
15%
Frequency
Monthly
Perspective
Market & Customer Excellence
Governance
Owner
Digital CX Lead
Reviewer
Head of Digital
Approver
Not set
Data Source
Not set
Means of Verification
Not set
Evidence Requirements
Not set
KPI Quality
63
Strategic Alignment95
Measurability100
Data Availability45
Verification Strength40
Evidence Readiness35
Verification Readiness
Multiple Gaps
  • Missing Data Source
  • Missing Verification Method
  • Missing Evidence Requirements
  • Missing Approver
SMART validated · Multiple Gaps
K-104·
Process

Complaint Resolution SLA Compliance

Share of customer complaints resolved within the published SLA.

Complaints Resolved within SLA / Total Complaints × 100
Percentage (%)
Quality
58
Needs Work
Target
≥ 95% always
Weight
20%
Frequency
Daily
Perspective
Internal Process Excellence
Governance
Owner
Quality Assurance
Reviewer
Not set
Approver
Not set
Data Source
ERP
Means of Verification
Not set
Evidence Requirements
Not set
KPI Quality
72
Strategic Alignment95
Measurability100
Data Availability90
Verification Strength40
Evidence Readiness35
Verification Readiness
Multiple Gaps
  • Missing Verification Method
  • Missing Evidence Requirements
  • Missing Reviewer
  • Missing Approver
SMART validated · Multiple Gaps

AI Recommendations

6
KPI Quality Score
Composite78/100
SMART compliance88
Strategic alignment92
Data availability71
Measurability84
Balance (BSC)67
Suggestions
Add
High

Add a leading indicator: Voice-of-Customer signal volume per week.

+1 KPI
Refine
Medium

K-104 formula should normalize by channel to remove branch-mix bias.

Affects K-104
+18 quality
Cascade
High

Cascade K-101 to 12 branches with regionally adjusted targets.

Affects K-101
+4 quality
Evidence
High

K-103 missing verification chain — set data source, MoV and evidence.

Affects K-103
+11 quality
Evidence
High

K-104 needs Means of Verification and Evidence Requirements to be auditable.

Affects K-104
+14 quality
Balance
Low

Customer perspective weight totals 80%. Rebalance with one Process KPI.

weights → 100%
Weight imbalance

Total weight is 80%. Apply the Balance suggestion or edit weights to reach 100%.