Planzer Homeservice was founded by a Planzer division and is a final mile white-glove service company. Specializing in the delivery of goods to private consumers, the company must continuously improve its services to stay ahead of the competition. The final mile service is a growing market. The company wants to expand its market share by focusing on the premium segment. The management of Homeservice has no way of knowing how the company is doing regarding the overall strategy. This is why a KPI dashboard is needed that measures performances that are tied to strategic goals.

The business processes are recorded and analyzed in various informal interviews with employees of different departments. The results are documented with BPMN. The strategic goals of Homeservice are taken into account by creating a multi-dimensional dashboard concept. This is achieved in several workshops by following a seven-step model. During the conceptualization phase inputs of stakeholders with different positions were considered and implemented. A literature review comparing common KPIs in the white-glove service served as an additional guide while creating the dashboard concept.

The finished multi-dimensional dashboard concept receives high acceptance from the management. The dashboard includes four aspects: customer experience, efficiency, quality, and growth. Each aspect includes different dimensions that reflect the business perspective. The dimensions include KPIs that measure company performance. Each KPI is given a weighting according to its importance regarding the measured dimension. With the KPI dashboard, the management of Homeservice will be able to see at one glance how the business is performing in specific aspects that tie into the overall strategy. If a dimension or KPI should not meet the management's expectations, actions will have to be taken. The documented business processes will aid the management in implementing the right actions to improve targeted KPIs effectively.