Key performance indicators

Introduction -- pt. 1. Financial perspective. Net profit ; Net profit margin ; Gross profit margin ; Operating profit margin ; EBITDA ; Revenue growth rate ; Total shareholder return (TSR) ; Economic value added (EVA) ; Return on investment (ROI) ; Return on capital employed (ROCE) ; Return on assets (ROA) ; Return on equity (ROE) ; Debt-to-equity (D/E) ratio ; Cash conversion cycle (CCC) ; Working capital ratio ; Operating expense ratio (OER) ; CAPEX to sales ratio ; Price/earnings ratio (P/E ratio) -- pt. 2. Customer perspective. Net promoter score (NPS) ; Customer retention rate ; Customer satisfaction index ; Customer profitability score ; Customer lifetime value ; Customer turnover rate ; Customer engagement ; Customer complaints ; pt. 3. Marketing and sales perspective. Market growth rate ; Relative market share ; Brand equity ; Cost per lead ; Conversion rate ; Search engine rankings (by keyword) and click-through rate ; Page views and bounce rates ; Customer online engagement level ; Online share of voice (OSOV) ; Social networking footprint ; Klout score -- pt. 4. Operational processes and supply chain perspective. Six Sigma level ; Capacity utilisation rate (CUR) ; Process waste level ; Order fulfilment cycle time (OFCT) ; Delivery in full, on time (DIFOT) rate ; Inventory shrinkage rate (ISR) ; Project schedule variance (PSV) ; Project cost variance (PCV) ; Earned value (EV) metric ; Innovation pipeline strength (IPS) ; Return on innovation investment (ROI²) ; Time to market ; First pass yield (FPY) ; Rework level ; Quality index ; Overall equipment effectiveness (OEE) ; Process or machine downtime level ; First contact resolution (FCR) -- pt. 5. Employee perspective. Human capital value added (HCVA) ; Revenue per employee (RPE) ; Employee satisfaction index ; Employee engagement level ; Staff advocacy score ; Employee churn rate ; Average employee tenure ; Absenteeism Bradford factor ; 360-degree feedback score ; Salary competitiveness ratio (SCR) ; Time to hire ; Training return on investment -- pt. 6. Corporate social responsibility perspective. Carbon footprint ; Water footprint ; Energy consumption ; Savings levels due to conservation and improvement efforts ; Supply chain miles ; Waste reduction rate ; Waste recycling rate ; Product recycling rate.--

'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.'--Publisher's description. ;