Key Performance Indicators (KPI)
The 75 measures every manager needs to know
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By identifying and describing the most powerful financial and non-financial KPIs, this book will make life easier for you by defining them, explaining how and when they should be used and providing a rich library of KPIs that have been proven to significantly improve performance.
The book presents case examples to illustrate the selection and use of the KPIs and provides tools such as KPI selection templates and Key Performance Questions to help you apply the most appropriate KPIs effectively in your business.
Product Description
By identifying and describing the most powerful financial and non-financial KPIs, this book will make life easier for you by defining them, explaining how and when they should be used and providing a rich library of KPIs that have been proven to significantly improve performance.
The book presents case examples to illustrate the selection and use of the KPIs and provides tools such as KPI selection templates and Key Performance Questions to help you apply the most appropriate KPIs effectively in your business.
Backcover
Marr delivers a must-read book for anyone in business. It will help you focus on the metrics that really matter. Gerry Pimm, Strategy, Planning & Performance Manager, Citizens Advice
Bernard Marr's book is an incredibly valuable resource for any manager. Marr has hit the bullseye: extremely clear, concise, well-organised, and, most importantly, immensely practical. Dean R. Spitzer, PhD, author of Transforming Performance Measurement
Performance indicators are essential tools which will tell you if your business is on target or veering off course. Using the right indicators will help you deliver the right results.
Key Performance Indicators cuts straight to the 75 + KPIs that matter. It explains what key performance indicators are, gives you short overviews of each metric and describes how to use the measure effectively. There are worked examples throughout which will equip you with the skills to understand, assess and interpret the most important aspects of any business.
From net profit margin, to customer satisfaction through to brand equity, six sigma and employee engagement, the book gives you all the essential performance indicators.
A practical guide to the most powerful financial and non-financial performance indicators vital for every business.
Contents
Introduction
PART ONE Financial perspective
1 Net profit
2 Net profit margin
3 Gross profit margin
4 Operating profit margin
5 EBITDA
6 Revenue growth rate
7 Total shareholder return (TSR)
8 Economic value added (EVA)
9 Return on investment (ROI)
10 Return on capital employed (ROCE)
11 Return on assets (ROA)
12 Return on equity (ROE)
13 Debt-to-equity (D/E) ratio
14 Cash conversion cycle (CCC)
15 Working capital ratio
16 Operating expense ratio (OER)
17 CAPEX to sales ratio
18 Price/earnings ratio (P/E ratio)
PART TWO Customer perspective
19 Net promoter score (NPS)
20 Customer retention rate
21 Customer satisfaction index
22 Customer profitability score
23 Customer lifetime value
24 Customer turnover rate
25 Customer engagement
26 Customer complaints
PART THREE Marketing and sales perspective
27 Market growth rate
28 Relative market share
29 Brand equity
30 Cost per lead
31 Conversion rate
32 Search engine rankings (by keyword) and click-through rate
33 Page views and bounce rates
34 Customer online engagement level
35 Online share of voice (OSOV)
36 Social networking footprint
37 Klout score
The book presents case examples to illustrate the selection and use of the KPIs and provides tools such as KPI selection templates and Key Performance Questions to help you apply the most appropriate KPIs effectively in your business.
Product Description
By identifying and describing the most powerful financial and non-financial KPIs, this book will make life easier for you by defining them, explaining how and when they should be used and providing a rich library of KPIs that have been proven to significantly improve performance.
The book presents case examples to illustrate the selection and use of the KPIs and provides tools such as KPI selection templates and Key Performance Questions to help you apply the most appropriate KPIs effectively in your business.
Backcover
Marr delivers a must-read book for anyone in business. It will help you focus on the metrics that really matter. Gerry Pimm, Strategy, Planning & Performance Manager, Citizens Advice
Bernard Marr's book is an incredibly valuable resource for any manager. Marr has hit the bullseye: extremely clear, concise, well-organised, and, most importantly, immensely practical. Dean R. Spitzer, PhD, author of Transforming Performance Measurement
Performance indicators are essential tools which will tell you if your business is on target or veering off course. Using the right indicators will help you deliver the right results.
Key Performance Indicators cuts straight to the 75 + KPIs that matter. It explains what key performance indicators are, gives you short overviews of each metric and describes how to use the measure effectively. There are worked examples throughout which will equip you with the skills to understand, assess and interpret the most important aspects of any business.
From net profit margin, to customer satisfaction through to brand equity, six sigma and employee engagement, the book gives you all the essential performance indicators.
A practical guide to the most powerful financial and non-financial performance indicators vital for every business.
Contents
Introduction
PART ONE Financial perspective
1 Net profit
2 Net profit margin
3 Gross profit margin
4 Operating profit margin
5 EBITDA
6 Revenue growth rate
7 Total shareholder return (TSR)
8 Economic value added (EVA)
9 Return on investment (ROI)
10 Return on capital employed (ROCE)
11 Return on assets (ROA)
12 Return on equity (ROE)
13 Debt-to-equity (D/E) ratio
14 Cash conversion cycle (CCC)
15 Working capital ratio
16 Operating expense ratio (OER)
17 CAPEX to sales ratio
18 Price/earnings ratio (P/E ratio)
PART TWO Customer perspective
19 Net promoter score (NPS)
20 Customer retention rate
21 Customer satisfaction index
22 Customer profitability score
23 Customer lifetime value
24 Customer turnover rate
25 Customer engagement
26 Customer complaints
PART THREE Marketing and sales perspective
27 Market growth rate
28 Relative market share
29 Brand equity
30 Cost per lead
31 Conversion rate
32 Search engine rankings (by keyword) and click-through rate
33 Page views and bounce rates
34 Customer online engagement level
35 Online share of voice (OSOV)
36 Social networking footprint
37 Klout score
Performance indicators are essential tools which will tell you if your business is on target or veering off course. Using the right indicators will help you deliver the right results. Key Performance Indicators cuts straight to the 75 + KPIs that matter. It explains what key performance indicators are, gives you short overviews of each metric and describes how to use the measure effectively. There are worked examples throughout which will equip you with the skills to understand, assess and interpret the most important aspects of any business. From net profit margin, to customer satisfaction through to brand equity, six sigma and employee engagement, the book gives you all the essential performance indicators. A practical guide to the most powerful financial and non-financial performance indicators vital for every business.
