KPIs

Question 1

Definition of KPIs

Answer 1

• A metric to calculate or quantify the current state of completion of an ongoing project
• A measurable value that demonstrates how effectively and organisation is achieving key business objectives
• May use Smartie framework

Question 2

Advantages of KPIs

Answer 2

• Objective Measurement of Performance
• Facilitates Better Decision Making
• Strategic Alignment of all facets of an organisation towards a specific goal

Question 3

What are the KPI Matreces

Answer 3

• Financial
• Customer
• Process
• People (Employees)

Question 4

What are the KPIs in the Financial Matrix

Answer 4

• Profit
• Cost
• Line of Business Revenue Vs Target
• Day Sales Outstanding
• Sales by Region
• Line of Business expenses vs Budget

Question 5

What are the KPIs for the customer matrix

Answer 5

• Customer lifetime value
• Customer acquisition cost
• Customer Satisfaction and retention
• Net promoter Score
• Number of Customers
• Contact volume by channel
• Number of new vs repeat site visits

Question 6

What are the KPIs for the Process Matrix

Answer 6

• Customer Support Tickets
• Percentage of complaints
• Efficiency Measure

Question 7

What are the KPIs within the people matrix ?

Answer 7

• Employee Turnover Ratio
• Percentage of response to open positions
• Employee Satisfaction
• Knowledge achieved with training
• Internal Promotions vs External Recruitement
• Salary Competitiveness Ratio

Question 8

What are three KPIs which can be used within the MPF ?

Answer 8

• Process Matrix - Percentage of Complaints
• People Matrix - Employee Turnover Ratio / Employee Satisfaction / Salary Competitiveness Ratio