Description
Book SynopsisBernard 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.
Table of ContentsAbout 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
