Non-Financial performance indicators - F2

Question 1

How do they measure competitiveness?

Answer 1

Sales growth by product
Size of customer base
Market share by product, service or customer group

Question 2

How do they measure activity level?

Answer 2

Number of units sold
Labour and machine hours
Number of passengers carried
Number of overdue debts collected

Question 3

How do they measure productivity?

Answer 3

Manufacturing cost per unit
Capacity utilisation of facilities and labour force
Average number of units produced per day
Average setting up time for new production runs

Question 4

How do they measure quality of service?

Answer 4

Number of units rejects
Number of units failing in service
Number of visits by representatives to customer premises
Number of new accounts gained or lost
Number of repeat orders

Question 5

How do they measure customer satisfaction?

Answer 5

Average time to respond to customer enquiry
Expressed customer satisfaction
Number of complaints received

Question 6

How do they measure quality of staff experience?

Answer 6

Days absence per week
Staff turnover rate
Number of new qualifications/courses completed by staff
Number of new staff skills completed
Expressed job satisfaction
Qualification levels of newly recruited staff

Question 7

How do they measure innovation?

Answer 7

Number of new products or services brought to the market
Proportion of sales relating to new products
Technical lead relative to competitors
Lead time to bring new products to market