Scribd
Upload
3 views8 pages

Comprehensive KPI Framework Overview

The document outlines various Key Performance Indicators (KPIs) across multiple perspectives including financial, customer, marketing and sales, operational processes, employee, and corporate social responsibility. Each perspective lists specific metrics such as net profit, customer satisfaction index, market growth rate, and carbon footprint to evaluate performance. These KPIs are essential for assessing and improving organizational effectiveness and sustainability.

Uploaded by

amirudin
Copyright
© All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
3 views8 pages

Comprehensive KPI Framework Overview

The document outlines various Key Performance Indicators (KPIs) across multiple perspectives including financial, customer, marketing and sales, operational processes, employee, and corporate social responsibility. Each perspective lists specific metrics such as net profit, customer satisfaction index, market growth rate, and carbon footprint to evaluate performance. These KPIs are essential for assessing and improving organizational effectiveness and sustainability.

Uploaded by

amirudin
Copyright
© All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd

Key Performance Indicator

Outline
• Financial Perspective
• Customer perspective
• Marketing and sales Perspective
• Operational processes and supply chain
perspective
• Employee Perspective
• Corporate Social Responsibility Perspective
Financial Perspective
 Net profit
 Net profit margin
 Gross profit margin
 Operating profit margin
 EBITDA
 Revenue growth rate
 Total shareholder return (TSR)
 Economic value added (EVA)
 Return on Investment (ROI)
 Return on capital employed (ROCE)
 Return on assets (ROA)
 Return on Equity (ROE)
 Debt-to-equity (D/E) ratio
 Cash conversion cycle (CCC)
 Working capital ratio
 Operating expense ratio (OER)
 CAPEX to sales ratio
 Price/Earnings ratio (P?E ratio)
Customer perspective
 Net promoter score(NPS)
 Customer retention rate
 Customer satisfaction index
 Customer profitability score
 Customer lifetime value
 Customer turnover rate
 Customer engagement
 Customer complaints
Marketing and sales perspective
 Market growth rate
 Relative market share
 Brand equity
 Cost per lead
 Conversion rate
 Search engine rankings (by key word) and click-through rate
 Page views and bounce rates
 Customer online engagement level
 Online share of voice (OSOV)
 Social networking footprint
 Klout score
Operational processes and supply chain
perspective
• Six sigma level
• Capacity utilization rate (CUR)
• Process waste level
• Order fillment cycle time (OFCT)
• Delivery in full , on time (DIFOT) rate
• Inventory shrinkage rate (ISR)
• Project schedule variance (PSV)
• Project cost variance (PCV)
• Earned value (EV) metric
• Innovation pipeline strength (IPS)
• Return on innovation investment (ROI2)
• Time t market
• First pass yield (FPY)
• Rework level
• Quality index
• Overall equipment effectiveness (OEE)
• Process or machine downtime level
• Firs contact resolution (FCR)
Employee perspective
• Human capital vale added (HCVA)
• Revenue per employee (RPE)
• Employee satisfaction index
• Employee engagement level
• Staff advocay score
• Employe churn rate
• Average employee tenure
• Absenteeism Bradford factor
• 360-degree feedback score
• Salary competitiveness ratio (SCR)
Time to hire
• Training return on invesment
Corporate social responsibility perspective

• Carbon footprint
• Water footprint
• Energy consumption
• Saving levels due to conservation and
improvement efforts
• Supply chain miles
• Waste reduction rate
• Waste recycling rate
• Product recycling rate

You might also like