Key performance indicators
Subtitle: the 75 measures every manager needs to know
By: Bernard Marr
Edition: 1st ed.
Publisher: Pearson Financial Times Pub.
Published: 2012
Place of publication: New York
Language: eng
ISBN-13: 9780273750116
Subjects: Management; Organizational effectiveness; Performance standards; Performance technology
Notes: Includes bibliographical references and index.
Table of contents: title: Introduction; title: Financial perspective; title: Net profit; title: Net profit margin; title: Gross profit margin; title: Operating profit margin; title: Revenue growth rate; title: Total shareholder return (TSR); title: Economic value added (EVA); title: Return on investment (ROI); title: Return on capital employed (ROCE); title: Return on assets (ROA); title: Return on equity (ROE); title: Debt-to-equity (D/E) ratio; title: Cash conversion cycle (CCC); title: Working capital ratio; title: Operating expense ratio (OER); title: Capex to sales ratio; title: Price/earnings ratio (P/E ratio); title: Part twocustomer perspective; title: Net promoter score (NPS); title: Customer retention rate; title: Customer satisfaction index; title: Customer profitability score; title: Customer lifetime value; title: Customer turnover rate; title: Customer engagement; title: Customer complaints; title: Part threemarketing and sales perspective; title: Market growth rate; title: Relative market share; title: Brand equity; title: Cost per lead.