| LIBRARY OF CONGRESS CONTROL NUMBER |
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| LC control number |
2011050789 |
| INTERNATIONAL STANDARD BOOK NUMBER |
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| International Standard Book Number |
9780273750116 (pbk.) |
| INTERNATIONAL STANDARD BOOK NUMBER |
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| International Standard Book Number |
0273750119 (pbk.) |
| DEWEY DECIMAL CLASSIFICATION NUMBER |
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| Call number |
658.4013 MA KE |
| MAIN ENTRY--PERSONAL NAME |
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| Authors |
Marr, Bernard |
| TITLE STATEMENT |
|---|
| Title |
Key performance indicators : |
| Subtitle |
the 75 measures every manager needs to know |
| Statement of responsibility, etc |
Bernard Marr |
| PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
|---|
| Place of publication |
Harlow, England ; |
| Publisher |
Pearson, |
| Date |
c2012. |
| PHYSICAL DESCRIPTION |
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| Extent |
xxviii, 347 p. : |
| Other Details |
ill. ; |
| Size |
25 cm. |
| CONTENTS |
|---|
| Contents |
Introduction -- Part one Financial perspective -- Net profit -- Net profit margin -- Gross profit margin -- Operating profit margin -- EBITDA -- Revenue growth rate -- Total shareholder return (TSR) -- Economic value added (EVA) -- Return on investment (ROI) -- Return on capital employed (ROCE) -- Return on assets (ROA) -- Return on equity (ROE) -- Debt-to-equity (D/E) ratio -- Cash conversion cycle (CCC) -- Working capital ratio -- Operating expense ratio (OER) -- Capex to sales ratio -- Price/earnings ratio (P/E ratio) -- Part two Customer perspective -- Net promoter score (NPS) -- Customer retention rate -- Customer satisfaction index -- Customer profitability score -- Customer lifetime value -- Customer turnover rate -- Customer engagement -- Customer complaints -- Part three Marketing and sales perspective -- Market growth rate -- Relative market share -- Brand equity -- Cost per lead -- Conversion rate -- Search engine rankings (by keyword) and click-through rate -- Page views and bounce rates -- Customer online engagement level -- Online share of voice (OSOV) -- Social networking footprint -- Klout score -- Part four Operational processes and supply chain perspective -- Six Sigma level -- Capacity utilisation rate (CUR) -- Process waste level -- Order fulfilment cycle time (OFCT) -- Delivery in full, on time (DIFOT) rate -- Inventory shrinkage rate (ISR)... |
| SUMMARY |
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| Summary |
This text identifies and describes the most powerful financial and non-financial KPIs. It defines them, explains how and when they should be used and provides a rich library of KPIs that have been proven to significantly improve performance. |
| SUBJECT ADDED ENTRY--TOPICAL TERM |
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| Topical Heading |
Performance technology |
| General |
Management |
| SUBJECT ADDED ENTRY--TOPICAL TERM |
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| Topical Heading |
Performance standards |
| SUBJECT ADDED ENTRY--TOPICAL TERM |
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| Topical Heading |
Organizational effectiveness |
| MAIN ENTRY--PERSONAL NAME |
|---|
| -- |
20941 |
| SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| -- |
20942 |
| SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| -- |
20943 |
| SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| -- |
501 |