Most managers track numbers. Very few track the RIGHT numbers.
Here’s the framework I’ve used across 30+ years in retail, manufacturing, and operations to build KPIs that actually drive results:

Step 1 → Start with your customer commitment (What did you promise? Delivery time? Quality spec? Response time?)
Step 2 → Measure success vs. failure against that commitment ( Successful ÷ Total ) × 100% — that’s your KPI
Step 3 → Fix your recording system FIRST Wrong format = wrong data = wrong decisions
Step 4 → Chart it, set a target, take action A KPI with no target is just a number

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