Overview

Includes 10 handy do's and don'ts of using KPIs Want to measure the performance of your people and your business? Need a quick overview of the most useful KPIs and how to use them? Only want what you need to know, rather than reams of theory? With the critical Key Performance Indicators required to understand your employees, financials and customers, this book tells you what you need to know, fast.

Full Product Details

Author:   Bernard Marr
Publisher:   Pearson Education Limited
Imprint:   FT Publishing International
Dimensions:   Width: 13.80cm , Height: 1.40cm , Length: 21.20cm
Weight:   0.280kg
ISBN:  

9781292016474

ISBN 10:   1292016477
Pages:   224
Publication Date:   21 August 2014
Audience:   Professional and scholarly ,  Professional & Vocational
Format:   Paperback
Publisher's Status:   Active
Availability:   In Print  
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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

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Author Information

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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