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Key performance indicators : the 75 measures every manager needs to know / Bernard Marr.
- Format:
- Book
- Author/Creator:
- Marr, Bernard, author.
- Series:
- Always learning
- Language:
- English
- Subjects (All):
- Performance technology--Management.
- Performance technology.
- Performance standards.
- Organizational effectiveness.
- Physical Description:
- 1 online resource (xxviii, 347 pages ) colour illustration
- Edition:
- 1st edition
- Place of Publication:
- Harlow, England : Pearson, 2012
- Language Note:
- English
- System Details:
- text file
- Summary:
- This text identifies and describes the most powerful financial and non-financial KPIs. It defines them, explains how and when they should be used and provides a rich library of KPIs that have been proven to significantly improve performance. 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.
- Contents:
- Introduction
- Part one Financial perspective
- Net profit
- Net profit margin
- Gross profit margin
- Operating profit margin
- EBITDA
- Revenue growth rate
- Total shareholder return (TSR)
- Economic value added (EVA)
- Return on investment (ROI)
- Return on capital employed (ROCE)
- Return on assets (ROA)
- Return on equity (ROE)
- Debt-to-equity (D/E) ratio
- Cash conversion cycle (CCC)
- Working capital ratio
- Operating expense ratio (OER)
- Capex to sales ratio
- Price/earnings ratio (P/E ratio)
- Part two Customer perspective
- Net promoter score (NPS)
- Customer retention rate
- Customer satisfaction index
- Customer profitability score
- Customer lifetime value
- Customer turnover rate
- Customer engagement
- Customer complaints
- Part three Marketing and sales perspective
- Market growth rate
- Relative market share
- Brand equity
- Cost per lead
- Conversion rate
- Search engine rankings (by keyword) and click-through rate
- Page views and bounce rates
- Customer online engagement level
- Online share of voice (OSOV)
- Social networking footprint
- Klout score
- Part four Operational processes and supply chain perspective
- Six Sigma level
- Capacity utilisation rate (CUR)
- Process waste level
- Order fulfilment cycle time (OFCT)
- Delivery in full, on time (DIFOT) rate
- Inventory shrinkage rate (ISR). . .
- Notes:
- Includes bibliographical references and index.
- Description based on print version record.
- Description based on publisher supplied metadata and other sources.
- ISBN:
- 1-280-78124-6
- 9786613691637
- 0-273-75037-2
- OCLC:
- 1024273535
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