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

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Description

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.
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Product details

  • Paperback | 376 pages
  • 156 x 236 x 20mm | 580g
  • FINANCIAL TIMES PRENTICE HALL
  • Harlow, United Kingdom
  • English
  • 0273750119
  • 9780273750116
  • 52,145

Back cover copy

'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. Marr has hit the bullseye: extremely clear, concise, well-organised, and, most importantly, immensely practical.' Dean R. Spitzer, PhD, author of Transforming Performance Measurement







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.
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Table of contents

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
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Review quote

"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.
show more

About Bernard Marr

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.
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Rating details

139 ratings
3.91 out of 5 stars
5 35% (48)
4 34% (47)
3 23% (32)
2 6% (8)
1 3% (4)
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