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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 [...]

October 26, 2009  Tags: BALANCED SCORECARD, Best-in-class-kpi, KPI, Operational kpi examples  Posted in: BALANCED SCORECARD, Performance Mgmt  No Comments

OPERATIONAL KPIs – THE IMPORTANCE TO THE SUCCESS OF THE BUSINESS(PART 1 OF 3)

Whether you are using dashboard, scorecards (balanced scorecard, etc), business intelligence tools or query tool reporting, there is an urgent need for management  to understand the importance to identify, define, track, and act upon operational key performance metrics / indicators. 
[ Earlier article on kpa & kpi has shown to management the importance of creating, maintaining [...]

October 26, 2009  Tags: KPI, Operational kpi  Posted in: BALANCED SCORECARD, Performance Mgmt  No Comments

Advantages and Disadvantages of Using Economic Value-Added (EVA) As Performance Indicator or KPI

Before we even talk about if there is any pitfalls of EVA, we should really note that EVA has many distinctive advantages:

In my earlier article, we have compared EVA with earnings per share and return on investment/assets and found that both the traditional ratios do not reflect the true cost of capital- there is no [...]

October 24, 2009  Tags: EVA, KPI  Posted in: EVA  No Comments

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 [...]

April 10, 2006  Tags: BALANCED SCORECARD, KPI  Posted in: BALANCED SCORECARD  One Comment

Balanced Scorecard: Examples Of Learning & Growth Perspective KPI

CLICK TO THE MAIN PAGE FOR ALL ARTICLES UNDER THE HEADING OF BALANCED SCORECARD 
Examples of Learning & Growth

Employee participation

Training hours per employee

Average years of service

Absenteeism

Turnover rate

Employee suggestions

Employee satisfaction index(No)

Employee’s view(empowerment index)(No)

Shareof employees below age X(%)

Non-product-related expense/customer/year($)

Ratio of new products(less than X years old) to full company catalogue(%)

Near misses

Accidents

Value added per employee

Diversity rate

Work – Life Balance

Employee [...]

April 10, 2006  Tags: BALANCED SCORECARD, KPI, Learning & Growth perspectives examples  Posted in: BALANCED SCORECARD  No Comments

Balanced Scorecard: Examples Of Internal Process Perspective KPI

CLICK TO THE MAIN PAGE FOR ALL ARTICLES ON BALANCED SCORECARD 
Examples of Internal Process Measures

On-Time Delivery

Administrative expense/total revenues(%)

Administrative expense/customer($)

Average Lead Time(No)

Contracts filed without error (No)

Lead time,product development(No)

Lead time, from order to delivery (No)

Lead time, suppliers(No)

Average time for decision-making(No)

Inventory Turnover

R & D expenses($)

Patents pending(No)

Ratio of new products to total

Total cost to customer

Stock-outs

Response time to customer

Productivity rate

Rework [...]

April 10, 2006  Tags: BALANCED SCORECARD, Internal process perspective examples, KPI  Posted in: BALANCED SCORECARD  No Comments

Performance Management/Measurements/KPI used in Credit Management/Credit Control

As mentioned in my earlier articles, Top management must review and reinforce the importance of certain measurements used in Credit management.. What are they?
Measurements in Credit Management includes the following :

Days Sales Outstanding (DSO)
Aged analysis of Overdues,
Overdues as a % of Total debtors,
Disputed Debts (including Debit notes ) as a % .

For [...]

March 23, 2006  Tags: credit department kpi, KPI  Posted in: CREDIT MANAGEMENT/CONTROL  No Comments

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