Glossary

Key Performance Indicators (KPI) are quantifiable measurements, agreed to beforehand, that reflect the critical success factors (of the company, department, project.) A qualitative or quantitative measure of a service or activity used to compare actual performance against a standard or target. Performance indicators commonly relate to statutory limits, safety, responsiveness, cost, comfort, asset performance, reliability, efficiency, environmental protection and customer satisfaction. (Source: International Infrastructure Management Manual – Ver. 3.0 2006).