Key Performance Indicators (KPI)

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. "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.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