{"id":653,"date":"2024-12-09T21:10:54","date_gmt":"2024-12-09T20:10:54","guid":{"rendered":"https:\/\/www.onestone.be\/blog\/?p=653"},"modified":"2025-04-10T14:47:51","modified_gmt":"2025-04-10T12:47:51","slug":"hoe-bepaal-je-de-juiste-kpis","status":"publish","type":"post","link":"https:\/\/www.onestone.be\/blog\/hoe-bepaal-je-de-juiste-kpis\/","title":{"rendered":"Hoe bepaal je de juiste KPI&#8217;s?"},"content":{"rendered":"<div  class='avia-slideshow av-m4hgvp68-0bba80dbfffb697c2fc18cc1559377e1 avia-slideshow-featured av_slideshow avia-slide-slider  avia-builder-el-0  el_before_av_one_full  avia-builder-el-first  kj-header-blog invalid-custom-class-found av-slideshow-ui av-control-default av-slideshow-manual av-loop-once av-loop-manual-endless av-default-height-applied avia-slideshow-1' data-slideshow-options=\"{&quot;animation&quot;:&quot;slide&quot;,&quot;autoplay&quot;:false,&quot;loop_autoplay&quot;:&quot;once&quot;,&quot;interval&quot;:5,&quot;loop_manual&quot;:&quot;manual-endless&quot;,&quot;autoplay_stopper&quot;:false,&quot;noNavigation&quot;:false,&quot;bg_slider&quot;:false,&quot;keep_padding&quot;:false,&quot;hoverpause&quot;:false,&quot;show_slide_delay&quot;:0}\"  itemprop=\"image\" itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/ImageObject\" ><ul class='avia-slideshow-inner ' style='padding-bottom: 28.6%;'><li  class='avia-slideshow-slide av-m4hgvp68-0bba80dbfffb697c2fc18cc1559377e1__0  av-single-slide slide-1 slide-odd'><div data-rel='slideshow-1' class='avia-slide-wrap '  title='Kpi&#039;s opstellen' ><img decoding=\"async\" fetchpriority=\"high\" class=\"wp-image-655 avia-img-lazy-loading-not-655\"  src=\"https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/12\/Kpis-opstellen.webp\" width=\"1000\" height=\"286\" title='Kpi&#039;s-opstellen' alt=''  itemprop=\"thumbnailUrl\" srcset=\"https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/12\/Kpis-opstellen.webp 1000w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/12\/Kpis-opstellen-300x86.webp 300w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/12\/Kpis-opstellen-768x220.webp 768w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/12\/Kpis-opstellen-705x202.webp 705w\" sizes=\"(max-width: 1000px) 100vw, 1000px\" \/><\/div><\/li><\/ul><\/div>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-1iatyl-ff907bc5c7fe30acd734628ff7965529\">\n#top .flex_column.av-1iatyl-ff907bc5c7fe30acd734628ff7965529{\nmargin-top:-70px;\n}\n.flex_column.av-1iatyl-ff907bc5c7fe30acd734628ff7965529{\nborder-radius:10px 10px 10px 10px;\npadding:25px 25px 25px 25px;\nbackground:url(https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/06\/beeldmerk-onestone-1.svg) 100% 100% no-repeat scroll #174a60;\n}\n.responsive #top #wrap_all .flex_column.av-1iatyl-ff907bc5c7fe30acd734628ff7965529{\nmargin-top:-70px;\n}\n<\/style>\n<div  class='flex_column av-1iatyl-ff907bc5c7fe30acd734628ff7965529 av_one_full  avia-builder-el-1  el_after_av_slideshow  el_before_av_one_full  kj-intro-blog first flex_column_div  '     ><style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-m4hgf7hy-bbe709df71f5ccd5c6a9b82ebf30b70b\">\n#top .av_textblock_section.av-m4hgf7hy-bbe709df71f5ccd5c6a9b82ebf30b70b .avia_textblock{\ncolor:#ffffff;\n}\n<\/style>\n<section  class='av_textblock_section av-m4hgf7hy-bbe709df71f5ccd5c6a9b82ebf30b70b '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock av_inherit_color'  itemprop=\"text\" ><h1 class=\"p1\">Hoe bepaal je de juiste KPI\u2019s?<\/h1>\n<p>Het bepalen van de juiste KPI\u2019s (Key Performance Indicators) is essentieel voor elke organisatie. Goede KPI\u2019s geven je team richting, helpen resultaten inzichtelijk te maken en dragen direct bij aan klanttevredenheid, winst en reputatie. Maar hoe bepaal je de juiste KPI\u2019s? In deze blog leer je stap voor stap hoe je dat doet.<\/p>\n<\/div><\/section><\/div><div  class='flex_column av-1h4b3h-7785392a1d8992866f502db717666c1d av_one_full  avia-builder-el-3  el_after_av_one_full  el_before_av_one_third  first flex_column_div  column-top-margin'     ><section  class='av_textblock_section av-m4hgjpoq-4c4470881f4c6a37df3a27c80b0ce36a '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><h2>1. Kies KPI&#8217;s die meten wat je \u00e9cht wilt bereiken<\/h2>\n<p class=\"p1\">De eerste stap bij het bepalen van KPI\u2019s is nadenken over wat je daadwerkelijk wilt meten. Het lijkt vanzelfsprekend, maar veel organisaties kiezen nog steeds KPI\u2019s die niet aansluiten bij hun doelen. Onthoud: <i>\u201cwhat gets measured gets managed\u201d<\/i>. Meet je de verkeerde zaken, dan werk je je eigen doelen tegen.<\/p>\n<p class=\"p1\">Stel jezelf de volgende vragen:<\/p>\n<ul>\n<li class=\"p3\">Representeren mijn KPI\u2019s wat ik \u00e9cht wil bereiken?<\/li>\n<li class=\"p3\">Sluiten ze aan bij mijn <a href=\"https:\/\/www.onestone.be\/blog\/wat-is-een-service-concept\/\">serviceconcept<\/a> en bedrijfsstrategie?<\/li>\n<\/ul>\n<h3 class=\"p1\">Veelvoorkomende valkuilen:<b><\/b><\/h3>\n<ul>\n<li class=\"p3\"><b>Afsluittijd van een klacht:<\/b> Richt je KPI zich op een snelle afhandeling? Dan riskeer je dat klachten oppervlakkig worden opgelost, zonder dat de klant echt geholpen wordt. Dit kan je klanttevredenheid schaden.<\/li>\n<li class=\"p3\"><b>Aantal telefoongesprekken in een callcenter:<\/b> Een KPI gericht op kwantiteit stimuleert medewerkers om zoveel mogelijk gesprekken te voeren. Dit kan echter ten koste gaan van de kwaliteit, waardoor je minder goede leads binnenhaalt.<\/li>\n<\/ul>\n<h2 class=\"p1\">2. Formuleer je KPI\u2019s SMART<\/h2>\n<p class=\"p1\">Een belangrijke stap in hoe je de juiste KPI\u2019s bepaalt, is het gebruik van het SMART-principe. Goede KPI\u2019s voldoen aan deze vijf criteria:<\/p>\n<ul>\n<li class=\"p2\"><b>Specifiek:<\/b> Omschrijf precies wat je wilt meten.<\/li>\n<li class=\"p2\"><b>Meetbaar:<\/b> Verzamel data om je voortgang bij te houden.<\/li>\n<li class=\"p2\"><b>Acceptabel:<\/b> Zorg dat iedereen achter de KPI\u2019s staat.<\/li>\n<li class=\"p2\"><b>Realistisch:<\/b> Kies doelen die haalbaar zijn.<\/li>\n<li class=\"p2\"><b>Tijdsgebonden:<\/b> Stel een duidelijke deadline vast.<\/li>\n<\/ul>\n<p>Een voorbeeld: in plaats van een vaag doel zoals <i>\u201cklanten beter helpen\u201d<\/i>, maak je een concreet doel zoals: <i>\u201cDe NPS-score binnen zes maanden met 15 punten verhogen.\u201d<\/i> Het SMART-principe helpt je om duidelijke en haalbare KPI\u2019s op te stellen.<\/p>\n<h2>3. Betrek de juiste stakeholders<\/h2>\n<p class=\"p1\">Betrek je team en andere stakeholders erbij wanneer je KPI&#8217;s bepaalt. Zij hebben vaak waardevolle inzichten in wat wel en niet werkt. Bovendien vergroot hun betrokkenheid de kans dat de KPI\u2019s goed worden ontvangen en succesvol worden uitgevoerd.<\/p>\n<p class=\"p1\">Ook het management moet onderdeel zijn van dit proces. Door hen actief te betrekken, zorg je ervoor dat de KPI\u2019s aansluiten bij de bedrijfsstrategie en dat er een breed draagvlak ontstaat.<\/p>\n<h2 class=\"p1\">4. Beperk het aantal KPI\u2019s<\/h2>\n<p class=\"p1\">Te veel KPI\u2019s kunnen voor verwarring en gebrek aan focus zorgen. Kies daarom zorgvuldig drie tot vijf KPI\u2019s die het meest bijdragen aan je doelen. Dit zorgt voor overzicht en helpt je team zich te richten op wat echt belangrijk is.<\/p>\n<p class=\"p1\"><b>Praktische tip:<\/b> Maak KPI\u2019s zichtbaar via een dashboard. Dit geeft je team direct inzicht in de voortgang en motiveert hen om bij te sturen als de resultaten achterblijven.<\/p>\n<h2 class=\"p1\">5. Evalueer en stuur je KPI&#8217;s regelmatig bij<b><\/b><\/h2>\n<p class=\"p1\">KPI\u2019s zijn geen statische afspraken. Naarmate je doelen of omstandigheden veranderen, moeten ook je KPI\u2019s meebewegen. Evalueer regelmatig of ze nog relevant zijn en pas ze aan waar nodig. Dit houdt je flexibel en zorgt dat je blijft inspelen op de behoeften van je team en klanten.<\/p>\n<h2>Conclusie<\/h2>\n<p>Een performant team en de juiste KPI&#8217;s gaan hand in hand. Zorg ervoor dat je KPI&#8217;s in lijn liggen met je doelen, dat ze SMART geformuleerd zijn en dat ze zichtbaar zijn. Dan zal je team wonderen verrichten.<\/p>\n<\/div><\/section><\/div><div class='flex_column_table av-17nx8l-9e55eef1da09304d944f3d961aa0d23f sc-av_one_third av-equal-height-column-flextable'>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-17nx8l-9e55eef1da09304d944f3d961aa0d23f\">\n#top .flex_column_table.av-equal-height-column-flextable.av-17nx8l-9e55eef1da09304d944f3d961aa0d23f{\nmargin-bottom:40px;\n}\n<\/style>\n<div  class='flex_column av-17nx8l-9e55eef1da09304d944f3d961aa0d23f av_one_third  avia-builder-el-5  el_after_av_one_full  el_before_av_three_fifth  first flex_column_table_cell av-equal-height-column av-align-middle  column-top-margin'     ><style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-m4hgjwo5-c41ca9f0faa941526dbef66b9993c89c\">\n.avia-image-container.av-m4hgjwo5-c41ca9f0faa941526dbef66b9993c89c img.avia_image{\nbox-shadow:none;\n}\n.avia-image-container.av-m4hgjwo5-c41ca9f0faa941526dbef66b9993c89c .av-image-caption-overlay-center{\ncolor:#ffffff;\n}\n<\/style>\n<div  class='avia-image-container av-m4hgjwo5-c41ca9f0faa941526dbef66b9993c89c av-styling-circle avia-align-center  avia-builder-el-6  avia-builder-el-no-sibling '   itemprop=\"image\" itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/ImageObject\" ><div class=\"avia-image-container-inner\"><div class=\"avia-image-overlay-wrap\"><img decoding=\"async\" fetchpriority=\"high\" class='wp-image-501 avia-img-lazy-loading-not-501 avia_image ' src=\"https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/anton-van-biesen-close-up-300x300.jpg\" alt='' title='anton-van-biesen-close-up'  height=\"300\" width=\"300\"  itemprop=\"thumbnailUrl\" srcset=\"https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/anton-van-biesen-close-up-300x300.jpg 300w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/anton-van-biesen-close-up-80x80.jpg 80w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/anton-van-biesen-close-up-768x768.jpg 768w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/anton-van-biesen-close-up-36x36.jpg 36w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/anton-van-biesen-close-up-180x180.jpg 180w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/anton-van-biesen-close-up-705x705.jpg 705w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/anton-van-biesen-close-up.jpg 800w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/div><\/div><\/div><\/div><\/p>\n<div class='av-flex-placeholder'><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-12ogl9-4151274ab84c3b1194f1fa28d05bf156\">\n#top .flex_column_table.av-equal-height-column-flextable.av-12ogl9-4151274ab84c3b1194f1fa28d05bf156{\nmargin-bottom:40px;\n}\n<\/style>\n<div  class='flex_column av-12ogl9-4151274ab84c3b1194f1fa28d05bf156 av_three_fifth  avia-builder-el-7  el_after_av_one_third  el_before_av_one_full  flex_column_table_cell av-equal-height-column av-align-middle  column-top-margin'     ><section  class='av_textblock_section av-m4hglywe-70cef7211688618acdf32bdd6c6943a9 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><blockquote>\n<p>Geschreven door <a href=\"https:\/\/www.onestone.be\/team\/draft\/\">Anton Van Biesen<\/a><\/p>\n<p>Customer strategy expert @Onestone<\/p>\n<\/blockquote>\n<p>Effici\u00ebntie gecombineerd met menselijkheid is het ideale recept om extreem klantvriendelijk te zijn. Ik help jouw team daar graag bij.<\/p>\n<\/div><\/section><\/div><\/div><!--close column table wrapper. Autoclose: 1 -->\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-uy95p-a4acf7e44ed71d3bea04f3aa55d78a2b\">\n.flex_column.av-uy95p-a4acf7e44ed71d3bea04f3aa55d78a2b{\nborder-radius:10px 10px 10px 10px;\npadding:35px 25px 15px 25px;\nbackground:url(https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/06\/beeldmerk-onestone-wit-2.svg) 100% 0% no-repeat scroll #d84d0c;\n}\n<\/style>\n<div  class='flex_column av-uy95p-a4acf7e44ed71d3bea04f3aa55d78a2b av_one_full  avia-builder-el-9  el_after_av_three_fifth  avia-builder-el-last  first flex_column_div avia-full-stretch  '     ><style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-sg0p9-5dd6cc40a5142a804d45662e467db47d\">\n#top .av_textblock_section.av-sg0p9-5dd6cc40a5142a804d45662e467db47d .avia_textblock{\ncolor:#ffffff;\n}\n<\/style>\n<section  class='av_textblock_section av-sg0p9-5dd6cc40a5142a804d45662e467db47d '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock av_inherit_color'  itemprop=\"text\" ><h3 style=\"text-align: center;\">Op de hoogte blijven?<\/h3>\n<p style=\"text-align: center;\">Benieuwd naar meer artikelen, expertinzichten of updates van Onestone<\/p>\n<p style=\"text-align: center;\">Volg ons dan op Social Media.<\/p>\n<\/div><\/section><br \/>\n<div  class='avia-buttonrow-wrap av-lonwd-d9cde1e903ad03c4c2df0303e790a26b avia-buttonrow-center  avia-builder-el-11  el_after_av_textblock  avia-builder-el-last '>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-fzz2l-8f165ec5a9ea367836db40a19d0ad872\">\n#top #wrap_all .avia-button.av-fzz2l-8f165ec5a9ea367836db40a19d0ad872{\nfont-size:18px;\nborder-radius:25px 25px 25px 25px;\nbox-shadow:none;\ntransition:all 0.4s ease-in-out;\npadding:10px 13px 10px 13px;\nmargin-bottom:30px;\nmargin-right:15px;\nmargin-left:15px;\n}\n#top #wrap_all .avia-button.av-fzz2l-8f165ec5a9ea367836db40a19d0ad872:hover .avia_button_background{\nborder-radius:25px 25px 25px 25px;\n}\n<\/style>\n<a href='https:\/\/www.linkedin.com\/company\/one-stone-nv\/'  class='avia-button av-fzz2l-8f165ec5a9ea367836db40a19d0ad872 avia-icon_select-yes-left-icon avia-size-small av-button-notext avia-color-light'  target=\"_blank\"  rel=\"noopener noreferrer\"  ><span class='avia_button_icon avia_button_icon_left avia-iconfont avia-font-entypo-fontello' data-av_icon='\ue8fc' data-av_iconfont='entypo-fontello' ><\/span><span class='avia_iconbox_title' ><\/span><\/a>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-bjdfp-6da9888826a112ad8f3ec9c10ea34f02\">\n#top #wrap_all .avia-button.av-bjdfp-6da9888826a112ad8f3ec9c10ea34f02{\nfont-size:18px;\nborder-radius:25px 25px 25px 25px;\nbox-shadow:none;\ntransition:all 0.4s ease-in-out;\npadding:10px 13px 10px 13px;\nmargin-bottom:30px;\nmargin-right:15px;\nmargin-left:15px;\n}\n#top #wrap_all .avia-button.av-bjdfp-6da9888826a112ad8f3ec9c10ea34f02:hover .avia_button_background{\nborder-radius:25px 25px 25px 25px;\n}\n<\/style>\n<a href='https:\/\/twitter.com\/Onestone_says'  class='avia-button av-bjdfp-6da9888826a112ad8f3ec9c10ea34f02 avia-icon_select-yes-left-icon avia-size-small av-button-notext avia-color-light'  target=\"_blank\"  rel=\"noopener noreferrer\"  ><span class='avia_button_icon avia_button_icon_left avia-iconfont avia-font-entypo-fontello' data-av_icon='\ue932' data-av_iconfont='entypo-fontello' ><\/span><span class='avia_iconbox_title' ><\/span><\/a>\n<\/div><\/p><\/div>\n","protected":false},"excerpt":{"rendered":"<p>KPI&#8217;s kunnen je organisatie maken of kraken. Sterke KPI&#8217;s zorgen voor sterke groei en sterke cijfers. Maar let op, de verkeerde kpi&#8217;s kunnen net het averechtse effect met zich meebrengen. <\/p>\n","protected":false},"author":23,"featured_media":655,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[3],"tags":[16,13,21,9,12],"class_list":["post-653","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-tools-en-technieken","tag-customer-service","tag-klanttevredenheid","tag-motivatie-medewerkers","tag-performance-metrics","tag-service-concept"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Hoe bepaal je de juiste KPI&#039;s? - Onestone<\/title>\n<meta name=\"description\" content=\"De juiste KPI&#039;s bepalen is essentieel in het bereiken van je bedrijfsdoelen. 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