Field notes
Choosing five KPIs that survive a Friday leadership meeting
How service firms in Thailand can trim sprawling reports into a short executive set that still covers utilization, margin, and client health.
Most service operators we meet already have reports. The problem is volume. When fifteen charts arrive every Monday, the Friday leadership meeting still opens with debate about definitions.
Start with decisions, not data sources. Ask what changed last quarter because of a number: a hiring freeze, a price change, a site closure, a client save. Those decisions name the measures worth keeping.
For clinics, utilization of chairs or rooms usually belongs. For agencies, billable mix and concentration by client matter more than vanity followers. For field crews, work-order aging often reveals more than revenue alone.
Write each definition in one sentence a supervisor can repeat. If two departments disagree, park the measure until the language is shared. A shorter pack that everyone trusts beats a colorful pack nobody defends.