1. Managers (Operational Focus)

Managers focus on day-to-day execution and short-term team performance.

Daily:

• KPIs to Monitor:

  • Utilization Rate

  • Billable Hours

  • Project Delivery Time

• Actions to Take:

  • Address immediate underutilization or task reassignments.

  • Track project progress against timelines and mitigate bottlenecks.

  • Ensure team members log time accurately.

Weekly:

• KPIs to Monitor:

  • Gross Margin (by project)

  • Employee Engagement Score (weekly pulse surveys)

  • Project Delivery Time

• Actions to Take:

  • Review underperforming projects; adjust resource allocation.

  • Host check-ins with team members for feedback and morale boosting.

  • Identify projects trending behind schedule and create recovery plans.

Monthly:

• KPIs to Monitor:

  • Project Profitability

  • Bench Utilization Rate

  • Employee Turnover Rate

• Actions to Take:

  • Conduct team performance reviews and address skill gaps.

  • Reallocate underutilized employees to billable work.

  • Investigate reasons for turnover and address team-specific challenges.

Quarterly:

• KPIs to Monitor:

  • Client Retention Rate

  • Average Revenue per Client

• Actions to Take:

  • Collaborate with Directors on improving client relationships.

  • Identify upsell opportunities or recurring project opportunities.

2. Directors (Tactical Focus)

Directors focus on department or function-level performance and ensuring alignment with company objectives.

Daily:

• KPIs to Monitor:

  • Win Rate (Proposals)

  • Billable Hours (high-level trends)

• Actions to Take:

  • Support sales or project leads in troubleshooting immediate challenges.

  • Review flagged accounts or projects for urgent intervention.

Weekly:

• KPIs to Monitor:

  • Backlog

  • Revenue per Billable Hour

• Actions to Take:

  • Ensure sufficient backlog to sustain team workload for upcoming weeks.

  • Assess pricing strategy effectiveness and escalate underperforming metrics.

Monthly:

• KPIs to Monitor:

  • Project Profitability (department-level trends)

  • Expense Ratio (operational costs)

  • Client Acquisition Cost (department contribution to sales efficiency)

• Actions to Take:

  • Lead project profitability reviews; resolve recurring inefficiencies.

  • Suggest budget adjustments to address cost overruns.

  • Evaluate sales-marketing efforts and refine strategies to reduce CAC.

Quarterly:

• KPIs to Monitor:

  • Client Retention Rate

  • Employee Turnover Rate

• Actions to Take:

  • Partner with VPs on retention improvement strategies.

  • Address trends in turnover with managers; identify systemic issues.

Annually:

• KPIs to Monitor:

  • Net Promoter Score

  • Revenue Growth Rate

• Actions to Take:

  • Lead planning sessions to improve client satisfaction metrics.

  • Establish department goals aligned with revenue growth targets.

3. VPs (Strategic Focus)

VPs focus on strategic priorities, ensuring long-term growth and cross-functional alignment.

Daily:

• KPIs to Monitor:

  • Utilization Rate (team-level anomalies)

  • Win Rate

• Actions to Take:

  • Address major resourcing issues or stalled sales opportunities.

Weekly:

• KPIs to Monitor:

  • Backlog

  • Debtor Days

• Actions to Take:

  • Work with Directors to ensure healthy backlog pipelines.

  • Drive collections processes to improve cash flow.

Monthly:

• KPIs to Monitor:

  • Revenue Growth Rate

  • Average Project Size

  • Employee Turnover Rate

• Actions to Take:

  • Adjust strategic initiatives or pricing to optimize revenue.

  • Explore higher-value project opportunities in collaboration with sales.

  • Ensure competitive compensation and employee engagement strategies.

Quarterly:

• KPIs to Monitor:

  • Gross Margin

  • Project Delivery Time (aggregate trends)

• Actions to Take:

  • Evaluate and adjust operational efficiency strategies with Directors.

  • Identify process improvements for faster project delivery.

Annually:

• KPIs to Monitor:

  • Profit per Employee

  • Expense Ratio

• Actions to Take:

  • Conduct strategic workforce planning to align with financial goals.

  • Adjust operational budgets to reflect company priorities.

4. Executive Leadership (Visionary Focus)

Executives focus on the overall health of the organization and ensuring long-term sustainability.

Daily:

• KPIs to Monitor:

  • Revenue Growth Rate (real-time trends)

  • Critical project escalations or crises.

• Actions to Take:

  • Provide guidance for urgent revenue-impacting decisions.

Weekly:

• KPIs to Monitor:

  • Debtor Days

  • Win Rate

• Actions to Take:

  • Drive financial discipline with VP support.

  • Ensure leadership alignment on key client wins or losses.

Monthly:

• KPIs to Monitor:

  • Net Promoter Score

  • Gross Margin

  • Expense Ratio

• Actions to Take:

  • Oversee organization-wide improvements in client satisfaction.

  • Align leadership on budget adjustments for profitability optimization.

Quarterly:

• KPIs to Monitor:

  • Revenue Growth Rate

  • Client Retention Rate

  • Profit per Employee

• Actions to Take:

  • Conduct high-level reviews with VP and Director input.

  • Approve initiatives to enhance client retention and profitability.

Annually:

• KPIs to Monitor:

  • NPS

  • Average Revenue per Client

  • Employee Engagement Score

• Actions to Take:

  • Drive organization-wide strategic initiatives for client satisfaction.

  • Plan long-term growth strategies, including M&A or new service offerings.

This framework provides clear responsibilities for each level, ensuring the KPIs drive action at the appropriate organizational layer.