25 need-to-know key performance indicators

✍ Scribed by Marr, Bernard

Publisher: FT Press; Pearson
Year: 2014
Tongue: English
Leaves: 225
Category: Library

No coin nor oath required. For personal study only.

✦ Table of Contents

Cover......Page 1
Contents......Page 8
About the author......Page 10
Publisher’s acknowledgements......Page 12
Introduction......Page 14
Top 10 do’s and don’ts of using key performance indicators......Page 18
Part 1: Measuring and understanding your customers......Page 26
1 Net promoter score (NPS)......Page 28
2 Customer profitability score......Page 36
3 Customer retention rate......Page 44
4 Conversion rate......Page 52
5 Relative market share......Page 60
Part 2: Measuring and understanding your financial......Page 68
6 Revenue growth rate......Page 70
7 Net profit......Page 76
8 Net profit margin......Page 84
9 Gross profit margin......Page 90
10 Operating profit margin......Page 96
11 Return on investment (ROI)......Page 102
12 Cash conversion cycle (CCC)......Page 110
Part 3: Measuring and understanding your internal processes......Page 118
13 Capacity utilisation rate (CUR)......Page 120
14 Project schedule variance (PSV)......Page 126
15 Project cost variance (PCV)......Page 132
16 Earned value (EV) metric......Page 138
17 Order fulfilment cycle time (OFCT)......Page 144
18 Delivery in full, on time (DIFOT) rate......Page 150
19 Quality index......Page 156
20 Process downtime level......Page 162
Part 4: Measuring and understanding your employees......Page 168
21 Staff advocacy score......Page 170
22 Employee engagement level......Page 176
23 Absenteeism Bradford Factor......Page 184
24 Human capital value added (HCVA)......Page 192
25 360-degree feedback score......Page 198
10 useful books to read next......Page 206
Glossary of terms......Page 210
Index......Page 220

✦ Subjects

Business

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