Do you have problems choosing KPIs during BPM design?  You are not alone.
 
Picking the right KPIs can be a daunting task.  Without your KPIs, you cannot track the evolution of your organization towards your goal.  Picking the wrong KPIs may lead you in the wrong direction.  This is a typical catch 22!

Over the years, I have developed a very simple way to overcome this problem.  I listen to the Voice of the Customer (VoC).  That is it.  That is the secret!  Simple and yet so many times forgotten.
 
Lets go over a common mistake. IT managers often pick 5-9s availability as their KPI.  In their minds, availability is synonymous of quality.  To the users nonetheless, performance is what really matters. 

What you should conclude is you should never pick PKIs.  Instead, schedule a meeting just to over all the different scenarios.  Feel free to offer suggestion based on your own experience, especially if you have a lot of experience in a specific vertical.
 
You probably are thinking that there must be a catch.  Yes there is.  Like everything in life, too much of a good thing can generate the wrong results.
 
If you fail to maintain the balance between cost, technology and customer needs, you run the risk of getting the organization out of course.  If a KPI costs too much, or it requires bleeding technology, you should reconsider the request of the customer, and try to adjust cheaper ways of doing it.
 
Like in anything around BPM, choosing KPIs is about t balance.  Is about being able to separate the tree from the forest and is about being informed.

 I hope this helps you. It sure has been helping me!