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EXAMPLES OF SOME OF BEST-IN-CLASS PERFORMANCE METRICS USED FOR OPERATIONAL KPI ( Part 2 of 3)

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 in customer satisfaction
Issue resolution speed
Resolution accuracy in past 12 months

Percentage improvement or decline
(-50% to >50% in increments of 10%)

Customer retention

Rating of customer retention performance during past 12 months

Percentage of actual retention during past 12 [...]

TOPICS COVERED UNDER THIS HEADING:BALANCED SCORECARD

The following articles are covered under this heading:

An Introduction To Balanced ScoreCard
Balanced ScoreCard-Sources/references for your matrix measurements
Examples of Financial Measures Perspectives of Balanced ScoredCard

Examples of Learning Growth Measures Perspectives of Balanced ScoredCard.

Example of Internal Process Measures Perspectives of Balanced ScoredCard.

Examples of Customer Measures Perspectives of Balanced [...]

Balanced Scorecard:Sources/References For KPI’s

CLICK TO THE MAIN PAGE FOR ALL ARTICLES UNDER THE HEADING OF BALANCED SCORECARD

To build up a Balanced Scorecard, you need to find the necessary key performance indicators/KPIs. So where do you think you can get them?

I append below the following sources or references where you are able to obtain the necessary matrix measures for the four components of the Balanced Scorecard:

Financial :-

• Annual report

• Performance reports

• Analyst reports

Continue reading Balanced Scorecard:Sources/References For KPI’s