Table of Contents
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