25 Need-To-Know Key Performance Indicators : 9781292016474

25 Need-To-Know Key Performance Indicators

Marr, Bernard
 
Edition
 
1
ISBN
 
9781292016474
ISBN 10
 
1292016477
Published
 
01/09/2014
Published by
 
Pearson United Kingdom
Pages
 
224
Format
 
Available on demand
 
Title type
Book
$31.99
 
 
Title type
 
$21.49
 
 
Description

Includes 10 handy do's and don'ts of using KPIs

  • Want to measure the performance of your people and your business?
  • Need a quick overview of the most useful KPIs and how to use them?
  • Only want what you need to know, rather than reams of theory?

With the critical Key Performance Indicators required to understand your employees, financials and customers, this book tells you what you need to know, fast.

Table of contents
  • About the author
  • Publisher’s acknowledgements
  • Introduction
  • The top 10 do's and dont's of using Key Performance Indicators
  • Part 1   Measuring and understanding your customers
  • 1 Net promoter score (NPS)
  • 2 Customer profitability score
  • 3 Customer retention rate
  • 4 Conversion rate
  • 5 Relative market share
  • Part 2   Measuring and understanding your financial performance
  • 6 Revenue growth rate
  • 7 Net profit
  • 8 Net profit margin
  • 9 Gross profit margin
  • 10   Operating profit margin
  • 11   Return on investment (ROI)
  • 12   Cash conversion cycle (CCC)
  • Part 3   Measuring and understanding your internal processes
  • 13   Capacity utilisation rate (CUR)
  • 14   Project schedule variance (PSV)
  • 15   Project cost variance (PCV)
  • 16   Earned value (EV) metric
  • 17   Order fulfilment cycle time (OFCT)
  • 18   Delivery in full, on time (DIFOT) rate
  • 19   Quality index
  • 20   Process downtime level
  • Part 4   Measuring and understanding your employees
  • 21   Staff advocacy score
  • 22   Employee engagement level
  • 23   Absenteeism Bradford factor
  • 24   Human capital value added (HCVA)
  • 25   360-degree feedback score
  • 10 useful books to read next
  • Glossary of terms
  • Index
Author biography

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.