S2C / S2P: KPIs That Actually Drive Behavior
Avoid vanity dashboards. Use a small set of KPIs with clear owners, definitions, and weekly actions.
Pick KPIs that map to decisions (not reporting)
- • Cycle time by request type (intake, sourcing, contracting, purchasing)
- • Compliance rate with “why” (channel, supplier, contract usage)
- • Touchless / straight-through rate in P2P + top exception reasons
- • Supplier performance signals (OTD, quality, service, risk tier)
Add “owner + action” to every KPI
A KPI without a weekly owner and a defined action becomes dashboard decoration. Tie every metric to a cadence and a decision (what we do on Monday when it’s red).
Define it like you’ll be audited on it
- • One definition, one data source, one calculation method (documented)
- • Segment by what changes the decision (region, category, workflow, risk tier)
- • If you can’t explain it in one sentence, you can’t steer with it
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