Abstract
Business simulation models often include performance indicators. This chapter focuses on design of performance indicators (PIs) and key performance indicators (KPIs) and on analysis of their properties. First, the existing approaches to design of KPIs are discussed and the methods of their definition are briefly described. The relation of KPIs to system goals is also discussed. Then, a constructive definition of KPIs is proposed. The definition uses the semantic elements of Protocol Modeling. This procedural definition of a KPI makes it possible to specify the desired properties of KPIs listed in the management literature. The procedures for validation of properties of KPIs are proposed. This chapter shows how the design of KPIs and analysis of their properties can be done using the goal and protocol models of the EXTREME method described in Chap. 4. The result of a real project of analysis of KPI properties for a Program for Improving Access to Psychological Therapies is presented in detail. This case provides the reader with a source of inspiration for design and analysis of KPIs for other businesses.
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