毕博管理咨询工具example_kpi_performance_measures[1].docVIP

principa Sample performance measures Implementing kpis Consulting Module Example Performance Measures Overview You can use this document in conjunction with the 4-stage process outlined in the consulting module “Identifying and Developing KPIs”. This document provides a list of suggested performance measures, but is by no means definitive. Because Critical Success Factors and KPIs vary so much from business to business, you should approach each KPI consulting engagement as if it were your first and identify those measures that are most important to the individual businesses future success. customer related measures Customer Satisfaction Overall Relationship Average survey scores in each area of concern. Customer satisfaction ratings from surveys, which may include questions addressing any or all of the following matters: Brand value Customer intent to repurchase Customer perception of aesthetics Customer perception of availability Customer perception of ease to work with Customer perception of financing Customer perception of hidden or indirect costs Customer perception of quality of outputs Customer perception of reliability Customer perception of serviceability Customer perception of warranties Customer rating (%) Price Product quality Satisfied customer index (%) Service attributes such as timeliness, responsiveness, understanding of needs of customer/customers business, quality of relationship, knowledgeable staff, customer focus, and proactivity Service quality Market perceived value Partnering index-Rating by customer relationship with organization, including such things as involvement in planning, involvement in projects, investment in product and services (e.g., information technology) Percent of survey respondents giving each grade (for example, on a 1-5 scale) Referral customers Separate analysis of the survey scores of the most important, valuable, or profitable customers Profitability of each customer (sales and cost of sales for each customer