If you’ve ever said, “Why didn’t they just do it properly the first time?”, you’re not alone. A lot of problems in business come down to one thing – unclear expectations.

When your team doesn’t know what ‘done right’ actually means, they’ll fill in the blanks themselves. And that’s where things often go sideways. Mistakes, wasted time, unhappy customers – it’s all too common. The good news is there’s a way to sort this, and it’s surprisingly simple.

KPIs and KPAs: What’s the difference?

Think of KPIs (Key Performance Indicators) as the end goal. It’s the result you’re aiming for. KPAs (Key Performance Activities), on the other hand, are the actions that lead you there.

Here’s a quick example. Let’s say you want to reduce rework and lift quality.

• KPI: Fewer than 3 callbacks per month
• KPA: Complete a Quality Check after every job

The KPI gives you a measurable outcome. The KPA makes it clear what needs to happen, every time, to help reach that outcome. It’s not about telling your team to ‘do better’. It’s about spelling out what ‘better’ looks like and how to get there.

Why this works

KPIs and KPAs take the guesswork out of performance. No more “I didn’t know I was supposed to do that” conversations. No more vague targets. Just clear, measurable expectations that everyone can get behind.

They’re also easy to check in on. You can review how many callbacks came in each month. You can ask to see completed checklists. And you don’t need to do it all the time – just often enough that your team knows you’re paying attention.

A few tips

• Keep them simple and specific
• Make sure they’re measurable (you can count it, check it, or tick it off)
• Don’t overload your team with too many – focus on what really matters

When KPIs and KPAs are used well, they shift the culture. Your team starts owning their results. You get consistency. And everyone knows what ‘good work’ actually looks like – because it’s been defined, agreed, and measured.

It’s not about adding pressure. It’s about giving people the tools to do great work, without second-guessing what’s expected.