A complete guide to using KPIs to drive organisationalperformance Is your business on track to achieve success? Key PerformanceIndicators For Dummies covers the essential KPIs that areuseful to all kinds of businesses, and includes more than 100different ways leaders can monitor and drive performance in theirorganisations.

Introduction 1 Part I: Getting Started with Key Performance Indicators 5 Chapter 1: Introducing Key Performance Indicators (KPIs) 7 Chapter 2: Types, Targets and KPI Mistakes 19 Chapter 3: Creating a Culture of Fact-Based Decision-Making 29 Chapter 4: Organising Your KPIs 43 Part II: Implementing and Using KPIs Effectively 63 Chapter 5: Developing a KPI 65 Chapter 6: Use it or Lose it: Turning KPIs into Insights 91 Chapter 7: Spreading the Word: Reporting and Communicating KPIs Effectively 105 Part III: Developing Financial KPIs 121 Chapter 8: The Holy Grail of Business: Revenue and Profit KPIs 123 Chapter 9: The Ones You Can’t Take Your Eyes Off: Liquidity and Cash Flow KPIs 135 Chapter 10: Reporting to the Masters: Shareholder and Value-Added KPIs 145 Chapter 11: Measuring Your Financial Efficiency 153 Part IV: Developing Customer, Sales and Marketing KPIs 163 Chapter 12: The Customer is Always Right: Measuring Your Customer Success 165 Chapter 13: Measuring the Market and Your Place in It 183 Part V: Developing Operational and Internal Process KPIs 197 Chapter 14: Measuring Project Performance 199 Chapter 15: Measuring Internal Efficiency and Quality 207 Chapter 16: Measuring IT Performance 227 Part VI: Measuring Your Most Important Assets: Developing HR and People KPIs 237 Chapter 17: Measuring People Performance 239 Chapter 18: Measuring Human Resources Performance 253 Part VII: The Part of Tens 263 Chapter 19: Ten Tips for Developing Effective KPIs 265 Chapter 20: The Ten Biggest KPI Mistakes to Avoid 269 Chapter 21: The Top Ten KPIs to Use 275 Index 281

Learn to: Use KPIs to drive performance in your organisationDetermine which KPIs you should be using and whenDesign your own unique KPIsMeasure and communicate KPI insights effectively Your complete guide to using KPIs to drive performance Is your business on track to achieve success? With the help of this hands-on, friendly guide, managers and business leaders will understand the crucial KPIs that should be implemented for all different aspects of their organisation, including financial performance, operational and internal processes, sales and marketing, customer satisfaction and more. What are KPIs? – uncover the basics of Key Performance Indicators, from why every company needs them and where people go wrong with them to setting the right targets and organising your KPIsDevelop a winning KPI – find expert guidance on deciding on the right KPIs, how to collect the data, applying quantitative methods and finalising your KPIsUse it or lose it – implement and use KPIs effectively, turn KPIs into insights, get the attention of decision-makers and use graphs and charts to visualise KPIsThe customer is always right – discover ways to develop customer, sales and marketing KPIs, measure the market and your place in it, develop operational and internal process KPIs and moreGauge your performance – chart how well you’re recruiting and how well you’re training Open the book and find: Why every company needs KPIsThe need for KPI frameworksHow to implement and use KPIs effectivelyWays to measure profit and revenue growthThe scoop on shareholder and value-added KPIsHow to measure project performanceTips for developing effective KPIsBig KPI mistakes to avoidThe top KPIs to use