Key Performance Indicators (KPI)

Key Performance Indicators (KPI)

by Bernard Marr
Released September 2012
Publisher(s): Pearson Business
ISBN: 9780273750383

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Book description

Performance indicators are essential tools which will tell you if your business is on target or veering off course. Using the right indicators will help you deliver the right results.

 

Key Performance Indicators cuts straight to the 75 + KPIs that matter. It explains what key performance indicators are, gives you short overviews of each metric and describes how to use the measure effectively.  There are worked examples throughout which will equip you with the skills to understand, assess and interpret the most important aspects of any business.

 

From net profit margin, to customer satisfaction through to brand equity, six sigma and employee engagement, the book gives you all the essential performance indicators.

 

A practical guide to the most powerful financial and non-financial performance indicators vital for every business.

Table of contents

  1. Cover Page
  2. Title Page
  3. Table of Contents
  4. Dedication
  5. Introduction
  6. PART ONE Financial perspective 1
    1. 1 Net profit
    2. 2 Net profit margin
    3. 3 Gross profit margin
    4. 4 Operating profit margin
    5. 5 EBITDA
    6. 6 Revenue growth rate
    7. 7 Total shareholder return (TSR)
    8. 8 Economic value added (EVA)
    9. 9 Return on investment (ROI)
    10. 10 Return on capital employed (ROCE)
    11. 11 Return on assets (ROA)
    12. 12 Return on equity (ROE)
    13. 13 Debt-to-equity (D/E) ratio
    14. 14 Cash conversion cycle (CCC)
    15. 15 Working capital ratio
    16. 16 Operating expense ratio (OER)
    17. 17 CAPEX to sales ratio
    18. 18 Price/earnings ratio (P/E ratio)
  7. PART TWO Customer perspective
    1. 19 Net promoter score (NPS)
    2. 20 Customer retention rate
    3. 21 Customer satisfaction index
    4. 22 Customer profitability score
    5. 23 Customer lifetime value
    6. 24 Customer turnover rate
    7. 25 Customer engagement
    8. 26 Customer complaints
  8. PART THREE Marketing and sales perspective
    1. 27 Market growth rate
    2. 28 Relative market share
    3. 29 Brand equity
    4. 30 Cost per lead
    5. 31 Conversion rate
    6. 32 Search engine rankings (by keyword) and click-through rate
    7. 33 Page views and bounce rates
    8. 34 Customer online engagement level
    9. 35 Online share of voice (OSOV)
    10. 36 Social networking footprint
    11. 37 Klout score
  9. PART FOUR Operational processes and supply chain perspective
    1. 38 Six Sigma level
    2. 39 Capacity utilisation rate (CUR)
    3. 40 Process waste level
    4. 41 Order fulfilment cycle time (OFCT)
    5. 42 Delivery in full, on time (DIFOT) rate
    6. 43 Inventory shrinkage rate (ISR)
    7. 44 Project schedule variance (PSV)
    8. 45 Project cost variance (PCV)
    9. 46 Earned value (EV) metric
    10. 47 Innovation pipeline strength (IPS)
    11. 48 Return on innovation investment (ROI)
    12. 49 Time to market
    13. 50 First pass yield (FPY)
    14. 51 Rework level
    15. 52 Quality index
    16. 53 Overall equipment effectiveness (OEE)
    17. 54 Process or machine downtime level
    18. 55 First contact resolution (FCR)
  10. PART FIVE Employee perspective
    1. 56 Human capital value added (HCVA)
    2. 57 Revenue per employee (RPE)
    3. 58 Employee satisfaction index
    4. 59 Employee engagement level
    5. 60 Staff advocacy score
    6. 61 Employee churn rate
    7. 62 Average employee tenure
    8. 63 Absenteeism Bradford factor
    9. 64 360-degree feedback score
    10. 65 Salary competitiveness ratio (SCR)
    11. 66 Time to hire
    12. 67 Training return on investment
  11. PART SIX Corporate social responsibility perspective
    1. 68 Carbon footprint
    2. 69 Water footprint
    3. 70 Energy consumption
    4. 71 Savings levels due to conservation and improvement efforts
    5. 72 Supply chain miles
    6. 73 Waste reduction rate
    7. 74 Waste recycling rate
    8. 75 Product recycling rate
  12. Index
  13. Endorsements
  14. Imprint

Product information

  • Title: Key Performance Indicators (KPI)
  • Author(s): Bernard Marr
  • Release date: September 2012
  • Publisher(s): Pearson Business
  • ISBN: 9780273750383