25 need-to-know key performance indicators [printed text] / Bernard Marr, Author . - [S.l.] : Pearson Education Limited, 2014 . - xxiii, 200 ; 18mm.
ISBN : 978-1-292-01647-4 : €17.25
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.


'This book does a fantastic job of narrowing down the best KPIs for you and your team. It's short, sharp and incredibly useful.'
--Thomas H. Davenport, Distinguished Professor at Babson College and author of BigData@Work

Class number:

658.4013

Contents note:

Part 1: Measuring and understanding your customers Chapter 1: Net promoter score NPS Chapter 2: Customer profitability score Chapter 3: Customer retention rate Chapter 4: Conversion rate Chapter 5: Relative market share Part 2: Measuring and understanding your financial performance Chapter 6: Revenge growth rate Chapter 7: Net profit Chapter 8: Net profit margin Chapter 9: Gross profit margin Chapter 10: Operating profit margin Chapter 11: Return on investment Chapter 12: Cash conversion cycle Part 3: Measuring and understanding your internal process Chapter 13: Capacity utilisation rate Chapter 14: Project schedule variance Chapter 15: Project cost variance Chapter 16: Earned value metric Chapter 17: Order fulfillment cycle time Chapter 18: Delivery in full, on time rate Chapter 19: Quailty index Chapter 20: Process downtime level Part 4: Measuring and understanding your employees Chapter 21:Staff advocacy score Chapter 22: Employee engagement level Chapter 23: Absenteeism Bradford factor Chapter 24: Human captial value added Chapter 25: 360-degree feedback score