Key Performance Indicators (KPI) The 75 measures every manager needs to know PDF
Preview Key Performance Indicators (KPI) The 75 measures every manager needs to know
About the author Bernard Marr is a leading global authority and best-selling author on organisational performance and business success. In this capacity he regularly advises leading companies, organisations and governments across the globe, which makes 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 is the author of The Intelligent Company, Managing and Delivering Performance, Strategic Performance Management and More with Less: Maximizing Value in the Public Sector. Organisations he has advised include Accenture, Astra Zeneca, Bank of England, Barclays, BP, DHL, Fujitsu, Gartner, HSBC, Mars, the Ministry of Defence, the Home Office, the NHS, Orange, Tetley, Royal Air Force, Royal Dutch Shell, among many others. Prior to his role as CEO of the Advanced Performance Institute, Bernard held influential positions at the University of Cambridge and at Cranfield School of Management. Today, he also holds a number of visiting professorships and serves on the editorial boards of many leading journals and publications including the Business Strategy Series. Bernard Marr’s expert comments on organisational performance are regularly published in a range of high-profile publications including the Financial Times, The Times, The Sunday Times, Financial Management, CFO Magazine and The Wall Street Journal. Contents About the author Introduction PART ONE Financial perspective 1 Net profit Why is this indicator important? How do I measure it? Cost/effort in collecting the data Target setting/benchmarks Tips/warnings References 2 Net profit margin Why is this indicator important? How do I measure it? Cost/effort in collecting the data Target setting/benchmarks Tips/warnings References 3 Gross profit margin Why is this indicator important? How do I measure it? Cost/effort in collecting the data Target setting/benchmarks Tips/warnings References 4 Operating profit margin Why is this indicator important? How do I measure it? Cost/effort in collecting the data Target setting/benchmarks Tips/warnings References 5 EBITDA Why is this indicator important? How do I measure it? Cost/effort in collecting the data Target setting/benchmarks Tips/warnings References 6 Revenue growth rate Why is this indicator important? How do I measure it? Cost/effort in collecting the data Target setting/benchmarks Tips/warnings References 7 Total shareholder return (TSR) Why is this indicator important? How do I measure it? Cost/effort in collecting the data Target setting/benchmarks Tips/warnings References 8 Economic value added (EVA) Why is this indicator important? How do I measure it? Cost/effort in collecting the data Target setting/benchmarks Tips/warnings References 9 Return on investment (ROI) Why is this indicator important? How do I measure it? Cost/effort in collecting the data Target setting/benchmarks Tips/warnings References 10 Return on capital employed (ROCE) Why is this indicator important? How do I measure it? Cost/effort in collecting the data Target setting/benchmarks Tips/warnings References 11 Return on assets (ROA) Why is this indicator important? How do I measure it? Cost/effort in collecting the data Target setting/benchmarks Tips/warnings References 12 Return on equity (ROE) Why is this indicator important? How do I measure it? Cost/effort in collecting the data Target setting/benchmarks Tips/warnings References 13 Debt-to-equity (D/E) ratio Why is this indicator important? How do I measure it? Cost/effort in collecting the data Target setting/benchmarks Tips/warnings References 14 Cash conversion cycle (CCC) Why is this indicator important? How do I measure it? Cost/effort in collecting the data Target setting/benchmarks Tips/warnings References 15 Working capital ratio Why is this indicator important? How do I measure it? Cost/effort in collecting the data Target setting/benchmarks Tips/warnings References 16 Operating expense ratio (OER) Why is this indicator important? How do I measure it? Cost/effort in collecting the data Target setting/benchmarks Tips/warnings References 17 CAPEX to sales ratio Why is this indicator important? How do I measure it? Cost/effort in collecting the data Target setting/benchmarks Tips/warnings References 18 Price/earnings ratio (P/E ratio) Why is this indicator important? How do I measure it? Cost/effort in collecting the data Target setting/benchmarks Tips/warnings References PART TWO Customer perspective 19 Net promoter score (NPS) Why is this indicator important? How do I measure it? Cost/effort in collecting the data Target setting/benchmarks Tips/warnings References 20 Customer retention rate Why is this indicator important? How do I measure it? Cost/effort in collecting the data Target setting/benchmarks Tips/warnings References 21 Customer satisfaction index Why is this indicator important? How do I measure it? Cost/effort in collecting the data Target setting/benchmarks Tips/warnings References 22 Customer profitability score Why is this indicator important? How do I measure it? Cost/effort in collecting the data Target setting/benchmarks Tips/warnings References 23 Customer lifetime value Why is this indicator important? How do I measure it? Cost/effort in collecting the data Target setting/benchmarks Tips/warnings References 24 Customer turnover rate Why is this indicator important? How do I measure it? Cost/effort in collecting the data Target setting/benchmarks Tips/warnings References 25 Customer engagement Why is this indicator important? How do I measure it? Cost/effort in collecting the data Target setting/benchmarks Tips/warnings References 26 Customer complaints Why is this indicator important? How do I measure it? Cost/effort in collecting the data Target setting/benchmarks Tips/warnings References PART THREE Marketing and sales perspective 27 Market growth rate Why is this indicator important? How do I measure it? Cost/effort in collecting the data Target setting/benchmarks Tips/warnings References
The list of books you might like
