Years ago, patrons preferred to wait in excitement before their meal arrived, but after plenty of food horror stories diners now want more transparency into what’s going on in the kitchen. Restaurants—ranging from fast casual to Michelin starred—have recently deployed open kitchens. What started out as a desire to leverage space while entertaining, is now a way to provide comfort to diners.
Key performance indicators (KPIs), like open kitchens, provide transparency, which feeds the desire to know that the organization is delivering on the performance they promised. The KPIs are, in essence, the equivalent of the open kitchen dining concept. When a company cares about its stakeholders, like restaurants care about their diners, they want to provide accuracy, usability, and transparency when deploying KPIs and monitoring performance against them.
The open kitchen concept not only improves the dining experience, but also improves the performance of the kitchen staff by helping them to control the customer experience. Full transparency drives behavior and ultimately allows the restaurant to improve its performance. The restaurant’s main goal is to influence the result and ensure there are no surprises to the customer. Likewise, organizations can leverage KPIs to drive transparency and alignment on desired outcomes. KPIs are one of the primary tools organizations use to drive accountability and measure progress towards their goals. In order to effectively utilize KPIs, organizations need to identify the most impactful KPIs, activate the KPIs to drive operational improvement by deploying it throughout the organization to ensure that there is consistent application of the KPIs, and monitor the progress (adapting as needed).