Key Performance Indicators for Dummies

Is your business on track to achieve success? Key Performance Indicators For Dummies covers the essential KPIs that are useful to all kinds of businesses, and includes more than 100 different ways leaders can monitor and drive performance in their organisations.

This book helps managers understand the crucial KPIs that should be implemented for all different aspects of the organisation, including financial performance, operational and internal processes, sales and marketing, customer satisfaction and more. Good KPIs should be unique to every business, as every business has different objectives. To meet this need, the book provides tools and templates that leaders can use to develop unique KPIs that best suit their particular organisation or industry.

• Learn to design KPIs that are unique to your business and fit closely to your strategic objectives
• Determine which KPI questions you should be asking to achieve the right insights for your business
• Learn the specific KPIs that are appropriate for different business circumstances
• Turn KPIs into deep insights by mastering related reporting and communications practices

KPIs are a crucial part of every manager's toolkit, and are essential for helping to monitor the execution of business strategies and measure results. Key Performance Indicators For Dummies moves beyond a basic discussion of what KPIs are, and why they are needed to provide a complete guide for learning to design and use specific KPIs to drive organisational performance.

Bernard Marr is a bestselling author on organisational performance and business success. He regularly advises leading companies, organisations and governments across the globe, and is acknowledged by the CEO Journal as one of today’s leading business brains. He has advised the Bank of England, Barclays, BP, Fujitsu, HSBC, Mars and others.

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

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