毕博管理咨询工具bc69 kpi table.doc

Table of Key Performance Indicators
Contents
Table of Key Performance Indicators 2
Customers 2
Sales 4
Innovation & Growth 5
Marketing 6
Employees 7
Financial 9
Turnover 11
Revenue 11
Expense 11
Productivity and Efficiency 14
Quality 17
New Product Development 19
Cash Management 21
Risk Management 21
Capital Investments 21
Safety and Environment 22
Credit /Collections 22
Purchasing and Accounts Payable 23
Sales Operations 24
Accounting 24
Information Technology 25
Suppliers 25
Community 25
Table of Key Performance Indicators
Customers
Customer Satisfaction
Average survey scores in each area of concern
Customer satisfaction ratings from surveys, which may include questions addressing any or all of the following matters:
• Brand value
• Customer intent to repurchase
• Customer perception of aesthetics
• Customer perception of availability
• Customer perception of ease to work with
• Customer perception of financing
• Customer perception of hidden or indirect costs
• Customer perception of quality of outputs
• Customer perception of reliability
• Customer perception of serviceability
• Customer perception of warranties
• Customer rating
• Price
• Product quality
• Satisfied customer index #
• Service attributes such as timeliness, responsiveness, understanding of needs of customer/customer's business, quality of relationship, knowledgeable staff, customer focus, and proactivity
• Service quality
• Market perceived value
Partnering indexRating by customer relationship anization, including such things as involvement in planning, involvement in projects, investment in product and services (., information technology)
Percent of survey respondents giving each grade (for example, on a 15 scale)
Referral customers
Separate analysis of the survey scores of the most important, valuable, or profitable customers
Profitability of each customer (sales and cost of sales for each customer)
Percent of unprofitable customers
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