About the author Publisher’s acknowledgements Introduction The top 10 do's and dont's of using Key Performance Indicators   part 1   Measuring and understanding your customers 1 Net promoter score (NPS) 2 Customer profitability score 3 Customer retention rate 4 Conversion rate 5 Relative market share part 2   Measuring and understanding your financial performance 6 Revenue growth rate 7 Net profit 8 Net profit margin 9 Gross profit margin 10   Operating profit margin 11   Return on investment (ROI) 12   Cash conversion cycle (CCC) part 3   Measuring and understanding your internal processes 13   Capacity utilisation rate (CUR) 14   Project schedule variance (PSV) 15   Project cost variance (PCV) 16   Earned value (EV) metric 17   Order fulfilment cycle time (OFCT) 18   Delivery in full, on time (DIFOT) rate 19   Quality index 20   Process downtime level part 4   Measuring and understanding your employees 21   Staff advocacy score 22   Employee engagement level 23   Absenteeism Bradford factor 24   Human capital value added (HCVA) 25   360-degree feedback score 10 useful books to read next Glossary of terms Index

Includes 10 handy do's and don'ts of using KPIs Want to measure the performance of your people and your business? Need a quick overview of the most useful KPIs and how to use them? Only want what you need to know, rather than reams of theory? With the critical Key Performance Indicators required to understand your employees, financials and customers, this book tells you what you need to know, fast.   ‘This book does a fantastic job of narrowing down the best KPIs for you and your team. It’s short, sharp and incredibly useful.’--Thomas H. Davenport, Distinguished Professor at Babson College and author of BigData@Work