Contents

About the author

Introduction

PART ONE Financial perspective

1 Net profit

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

2 Net profit margin

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

3 Gross profit margin

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

4 Operating profit margin

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

5 EBITDA

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

6 Revenue growth rate

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

7 Total shareholder return (TSR)

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

8 Economic value added (EVA)

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

9 Return on investment (ROI)

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

10 Return on capital employed (ROCE)

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

11 Return on assets (ROA)

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

12 Return on equity (ROE)

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

13 Debt-to-equity (D/E) ratio

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

14 Cash conversion cycle (CCC)

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

15 Working capital ratio

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

16 Operating expense ratio (OER)

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

17 CAPEX to sales ratio

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

18 Price/earnings ratio (P/E ratio)

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

PART TWO Customer perspective

19 Net promoter score (NPS)

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

20 Customer retention rate

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

21 Customer satisfaction index

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

22 Customer profitability score

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

23 Customer lifetime value

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

24 Customer turnover rate

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

25 Customer engagement

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

26 Customer complaints

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

PART THREE Marketing and sales perspective

27 Market growth rate

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

28 Relative market share

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

29 Brand equity

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

30 Cost per lead

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

31 Conversion rate

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

32 Search engine rankings (by keyword) and click-through rate

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

33 Page views and bounce rates

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

34 Customer online engagement level

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

35 Online share of voice (OSOV)

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

36 Social networking footprint

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

37 Klout score

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

PART FOUR Operational processes and supply chain perspective

38 Six Sigma level

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

39 Capacity utilisation rate (CUR)

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

40 Process waste level

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

41 Order fulfilment cycle time (OFCT)

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

42 Delivery in full, on time (DIFOT) rate

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

43 Inventory shrinkage rate (ISR)

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

44 Project schedule variance (PSV)

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

45 Project cost variance (PCV)

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

46 Earned value (EV) metric

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

47 Innovation pipeline strength (IPS)

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

48 Return on innovation investment (ROI2)

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

49 Time to market

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

50 First pass yield (FPY)

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

51 Rework level

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

52 Quality index

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

53 Overall equipment effectiveness (OEE)

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

54 Process or machine downtime level

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

55 First contact resolution (FCR)

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

PART FIVE Employee perspective

56 Human capital value added (HCVA)

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

57 Revenue per employee (RPE)

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

58 Employee satisfaction index

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

59 Employee engagement level

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

60 Staff advocacy score

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

61 Employee churn rate

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

62 Average employee tenure

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

63 Absenteeism Bradford factor

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

64 360-degree feedback score

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

65 Salary competitiveness ratio (SCR)

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

66 Time to hire

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

67 Training return on investment

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

PART SIX Corporate social responsibility perspective

68 Carbon footprint

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

69 Water footprint

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

70 Energy consumption

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

71 Savings levels due to conservation and improvement efforts

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

72 Supply chain miles

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

73 Waste reduction rate

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

74 Waste recycling rate

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

75 Product recycling rate

Why is this indicator important?

How do I measure it?

Cost/effort in collecting the data

Target setting/benchmarks

Tips/warnings

References

Index