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

By Bernard Marr

Published by FT Press

Published Date: Jul 25, 2013


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




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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Key Performance Indicators (KPI) CourseSmart eTextbook: The 75 measures every manager needs to know
Format: Safari Book

$29.99 | ISBN-13: 978-1-292-00335-1