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Key Performance Indicators (KPI)

Key Performance Indicators (KPI)

The 75 measures every manager needs to know

Bernard Marr

Feb 2012, Paperback, 376 pages
ISBN13: 9780273750116
ISBN10: 0273750119
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By identifying and describing the most powerful financial and non-financial KPIs, this book will make life easier for you by defining them, explaining how and when they should be used and providing a rich library of KPIs that have been proven to significantly improve performance.

The book presents case examples to illustrate the selection and use of the KPIs and provides tools such as KPI selection templates and Key Performance Questions to help you apply the most appropriate KPIs effectively in your business.

Contents

Introduction

PART ONE Financial perspective

1 Net profit

2 Net profit margin

3 Gross profit margin

4 Operating profit margin

5 EBITDA

6 Revenue growth rate

7 Total shareholder return (TSR)

8 Economic value added (EVA)

9 Return on investment (ROI)

10 Return on capital employed (ROCE)

11 Return on assets (ROA)

12 Return on equity (ROE)

13 Debt-to-equity (D/E) ratio

14 Cash conversion cycle (CCC)

15 Working capital ratio

16 Operating expense ratio (OER)

17 CAPEX to sales ratio

18 Price/earnings ratio (P/E ratio)

PART TWO Customer perspective

19 Net promoter score (NPS)

20 Customer retention rate

21 Customer satisfaction index

22 Customer profitability score

23 Customer lifetime value

24 Customer turnover rate

25 Customer engagement

26 Customer complaints

PART THREE Marketing and sales perspective

27 Market growth rate

28 Relative market share

29 Brand equity

30 Cost per lead

31 Conversion rate

32 Search engine rankings (by keyword) and click-through rate

33 Page views and bounce rates

34 Customer online engagement level

35 Online share of voice (OSOV)

36 Social networking footprint

37 Klout score

PART FOUR Operational processes and supply chain perspective

38 Six Sigma level

39 Capacity utilisation rate (CUR)

40 Process waste level

41 Order fulfilment cycle time (OFCT)

42 Delivery in full, on time (DIFOT) rate

43 Inventory shrinkage rate (ISR)

44 Project schedule variance (PSV)

45 Project cost variance (PCV)

46 Earned value (EV) metric

47 Innovation pipeline strength (IPS)

48 Return on innovation investment (ROI2)

49 Time to market

50 First pass yield (FPY)

51 Rework level

52 Quality index

53 Overall equipment effectiveness (OEE)

54 Process or machine downtime level

55 First contact resolution (FCR)

PART FIVE Employee perspective

56 Human capital value added (HCVA)

57 Revenue per employee (RPE)

58 Employee satisfaction index

59 Employee engagement level

60 Staff advocacy score

61 Employee churn rate

62 Average employee tenure

63 Absenteeism Bradford factor

64 360-degree feedback score

65 Salary competitiveness ratio (SCR)

66 Time to hire

67 Training return on investment

PART SIX Corporate social responsibility perspective

68 Carbon footprint

69 Water footprint

70 Energy consumption

71 Savings levels due to conservation and improvement efforts

72 Supply chain miles

73 Waste reduction rate

74 Waste recycling rate

75 Product recycling rate

Bernard Marr is a leading global authority and best-selling author on organisational performance and business success. He regularly advises leading companies, organisations and governments across the globe, making him an acclaimed and award-winning keynote speaker, researcher, consultant and teacher. He is acknowledged by the CEO Journal as one of today’s leading business brains. Bernard has written a number of seminal books and over 200 high profile reports and articles on managing organisational performance.

“Marr delivers a must-read book for anyone in business. It will help you focus on the metrics that really matter” Gerry Pimm, Strategy, Planning & Performance Manager, Citizens Advice

“Bernard Marr’s book is an incredibly valuable resource for any manager. Extremely clear, concise, and most importantly immensely practical.” Dean R. Spitzer PhD, author of Transforming Performance Measurement.