毕博管理咨询工具example kpi performance measures[1].doc

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SAMPLE PERFORMANCE MEASURES
IMPLEMENTING KPIS CONSULTING MODULE
EXAMPLE PERFORMANCE MEASURES
OVERVIEW
You can use this document in conjunction with the 4-stage process outlined in the consulting module “Identifying and Developing KPIs”. This document provides a list of suggested performance measures, but is by no means definitive. Because Critical ess Factors and KPIs vary so much from business to business, you should approach each KPI consulting engagement as if it were your first and identify those measures that are most important to the individual businesses future ess.
CUSTOMER RELATED MEASURES
CUSTOMER SATISFACTION
Overall Relationship
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 index-Rating 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 1-5 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