Bernard Marr is a leading global authority and best-selling author on organisational performance and business success. He regularly advises leading companies, organisations and governments across the globe, making him an acclaimed and award-winning keynote speaker, researcher, consultant and teacher. He is acknowledged by the CEO Journal as one of today’s leading business brains.

About the author

Publisher’s acknowledgements

Introduction

The top 10 do's and dont's 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