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25 Need-To-Know Key Performance Indicators
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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

Promotional Information

The Top 25 most useful and most popular KPIs taken from the bestselling Key... series.

About the Author

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.

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