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25 need-to-know key performance indicators
Author:
Marr, Bernard
;
Year:
2014
Format:
Book
Call No:
KL 96.1 M 3
Publisher:
Harlow, England: Pearson
Subject:
Performance Indicators
;
Performance Appraisal
;
Performance Management
;
Management
;
Benchmarking
;
Customer Relationship Management
;
Financial Management
;
Employees
;
Human Resources
;
Keywords:
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
Pagination:
xxiii, 200 pages ; 22 cm
ISBN/ISSN:
9781292016474
Notes:
Includes bibliographical references and index.
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