Some of the best in class performance metrics extracted from Abe Aberdeen Group, June 2008 :-
| Operational Metrics | Measurable Values(KPA) | Measured As(KPI) |
| Customer satisfaction index |
|
Percentage improvement or decline (-50% to >50% in increments of 10%) |
| Customer retention |
|
Percentage of actual retention during past 12 months (raw percentage or “don’t know) |
| Time-to-information |
|
Months to weeks, weeks to days, days to hours, hours to minutes, minutes to seconds |
| Time-to-decision or action |
|
Months to weeks, weeks to days, days to hours, hours to minutes, minutes to seconds |
| Decision-maker visibility to KPIs |
|
Percentage increase or decrease (-50% to >50% in increments of 10%) |
Other important operational kpa/kpi are:
- End-user satisfaction
- Existence of KPIs in four major scorecard categories: financial, customer, process, HR and innovation
- Increase in number and types of decisions that can be made
- Improvement in quality of information upon which decisions are based
See more examples on KPI in the Balanced Scorecard Category re:Financial Perspective KPI ; Customer Perspective KPI ; Internal Process Perspectives KPI and Learning & Growth Perspective KPI
FCCA,CA(MIA)with more than 26 years of post-qualifying working experiences. Previous working stints with one of the big accounting four, Regional GFC & Group Treasurer in a group of Malaysian and Group CFO in Singapore public listed concern.
Also author to another very popular free educational accounting cum finance blog: http://basiccollegeaccounting.com under the branding of College Accounting Coach.
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