Key performance indicators the 75 measures every manager needs to know
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.
| Otros Autores: | |
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| Formato: | Libro electrónico |
| Idioma: | Inglés |
| Publicado: |
Harlow, England :
Pearson
2012
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| Edición: | 1st edition |
| Colección: | Always learning
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| Materias: | |
| Ver en Biblioteca Universitat Ramon Llull: | https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009629430306719 |
Tabla de Contenidos:
- 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). . .
