Key Performance Indicators (KPI) The 75 measures every manager needs to know

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  • Edition: 1st
  • Format: Paperback
  • Copyright: 6/14/2012
  • Publisher: FT Press
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Short, practical overviews of the most useful Key Performance Indicators (KPIs) for business in an easy-to-use format. Key performance indicators (KPIs) are the vital navigation instruments used by every organisation to help them understand whether they are on a successful voyage or whether they are veering off the prosperous path. This book will make life easier for busy managers by identifying and describing the most powerful financial and non-financial KPIs. It defines them, explains how and when they should be used and provides a rich library of KPIs that have been proven to significantly improve performance. It 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 readers apply the most appropriate KPIs effectively in their business. For ease of use, the KPIs are categorised according to the type of thing they measure. For each KPI, the book: Gives a detailed definition Gxplains why it is one of the top 100 KPIs Shows how to calculate the KPI Outlines the best forms of data collection to ensure readers get robust and reliable

Author Biography

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.

Table of Contents




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           



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