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Table of Key Performance Indicators Table of Key Performance Indicators Contents ? McKessar Tieleman Putting “WOW” in Your Business! PAGE 25 Contents TOC \t Heading 1,1,Heading 2,2,Heading 1A,1 Table of Key Performance Indicators 2 Customers 2 Sales 4 Innovation Growth 5 Marketing 6 Employees 7 Financial 9 Turnover 11 Revenue 11 Expense 11 Productivity and Efficiency 14 Quality 17 New Product Development 19 Cash Management 21 Risk Management 21 Capital Investments 21 Safety and Environment 22 Credit /Collections 22 Purchasing and Accounts Payable 23 Sales Operations 24 Accounting 24 Information Technology 25 Suppliers 25 Community 25 Table of Key Performance Indicators Table of Key Performance Indicators Customers Customer Satisfaction 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 indexRating 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 15 scale) Referral customers Separate analysis of the survey scores of t