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part 3 Measuring and understanding your internal processes
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part 3 Measuring and understanding your internal processes
by Bernard Marr
25 Need-To-Know Key Performance Indicators
Cover
Title
Contents
Dedication
About the author
Publisher’s acknowledgements
Introduction
Top 10 do’s and don’ts 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
Imprint
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12 Cash conversion cycle (CCC)
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13 Capacity utilisation rate (CUR)
part three
Measuring and understanding your internal processes
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