25 Need-To-Know Key Performance Indicators

<ul> <li>About the author </li> <li>Publisher’s acknowledgements </li> <li>Introduction </li> <li>The top 10 do's and dont's of using Key Performance Indicators </li> <li><strong>Part 1&nbsp;&nbsp; Measuring and understanding your customers</strong> </li> <li>1 Net promoter score (NPS) </li> <li>2 Customer profitability score </li> <li>3 Customer retention rate </li> <li>4 Conversion rate </li> <li>5 Relative market share </li> <li><strong>Part 2&nbsp;&nbsp; Measuring and understanding your financial performance</strong> </li> <li>6 Revenue growth rate </li> <li>7 Net profit </li> <li>8 Net profit margin </li> <li>9 Gross profit margin </li> <li>10 &nbsp; Operating profit margin </li> <li>11 &nbsp; Return on investment (ROI) </li> <li>12 &nbsp; Cash conversion cycle (CCC) </li> <li><strong>Part 3&nbsp;&nbsp; Measuring and understanding your internal processes</strong> </li> <li>13 &nbsp; Capacity utilisation rate (CUR) </li> <li>14 &nbsp; Project schedule variance (PSV) </li> <li>15 &nbsp; Project cost variance (PCV) </li> <li>16 &nbsp; Earned value (EV) metric </li> <li>17 &nbsp; Order fulfilment cycle time (OFCT) </li> <li>18 &nbsp; Delivery in full, on time (DIFOT) rate </li> <li>19 &nbsp; Quality index </li> <li>20 &nbsp; Process downtime level </li> <li><strong>Part 4&nbsp;&nbsp; Measuring and understanding your employees</strong> </li> <li>21 &nbsp; Staff advocacy score </li> <li>22 &nbsp; Employee engagement level </li> <li>23 &nbsp; Absenteeism Bradford factor </li> <li>24 &nbsp; Human capital value added (HCVA) </li> <li>25 &nbsp; 360-degree feedback score </li> <li>10 useful books to read next </li> <li>Glossary of terms </li> <li>Index </li> </ul>