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KEY PERFORMANCE INDICATORS INFOGRAPHIC

Functional Areas
Terminology
Compliance and Risk

$ Loss expectancy
% Operational risk
# Corporate governance index
# Frequency of inventory audit
# Turnaround time for audits
Customer Service
# Speed of answer
# Complaints received
# Call handling time
% Complaints resolved
% Call abandon rate
Finance
# Berry ratio
% Capital acquisition ratio
% Basic earning power ratio
# Labor multiplier
% Return on funds employed
HSSE
# Lost time injury frequency rate
$ Energy consumption cost
# Hours of OHS training conducted
# Operational spills
# Lost workdays due to accidents
Human Resources
# Employee engagement index
# Time to fill a vacant position
% Employee turnover
% Employee satisfaction
# Training hours per FTE
Information Technology
% Defects removal efficiency
# SDLC exceptions granted
% LAN server availability
# Time to market
# Time for service request fulfillment
Marketing & Communication

% Brand awareness
% Net promoter score
% Customer retention
$ Customer acquisition cost
$ Lifetime value of a customer
Procurement & Distribution

# Inventory to sales ratio
% Slow moving stock
% On-time delivery
% Perfect purchase order rate
% Inventory carrying rate
Production
% Production schedule attainment
# Units per man-hour
# Maintenance backlog
% Production schedule adherence
% Production uptime
SMART Objectives
Definition:
A measurable expression
for the achievement of a
desired level of results in
an area relevant to the
entitys activity.
Research & Development

$ Cost savings due to R&D
# Payback period of new products
% New product success rate
# Time to break-even
# First to market products
KPI naming standards

KPIs start with symbols
Value of
$ Net profit
Value added by KPIs
% Share of wallet
% Sales growth
% Sales quota attainment
% Lead conversion rate
$ Sales per labor hour
organization
2004
25
4
Year of establishment
# Certified trainers
# Offices around the globe.
Australia, Malaysia, Romania,
United Arab Emirates.
Percentage of
% Budget variance
Number of
# Defects
Metrics - KPIs - KRIs - Analytics
Clarity
Focus
Focus on what matters /

requires attention
Measurement
Key Risk Indicators
Key Performance Indicators
for Risk Assessment
for Performance Assessment
Improvement
KPI selection criteria
Decision Making
Aligned with organizational

strategy; Significant for the
specific domain of services
KPI selection workshop input
Primary sources
Secondary sources
Strategic
development plans
Front-line
employees
Internal
Operational reports
Quality / Quantity; Efficiency /

Effectiveness; Subjectivity /
Objectivity
Bar-charts
Pie charts
Line graph
3D graphs
Competitor reports
Annual reports of
other organizations
External
Expert
advice
KPI selection technique: Value flow analysis

Objective: Continuously improve skills through learning experience
Input
Process
Output
Outcome
$ Training budget
# Training hours
per employee
% Employees trained
% Staff meeting
desired competency
levels
# Skill level
# Training
support staff
# Training courses
organized
% Participant
satisfaction with
training experience
KPI documentation
Name % Hospital bed occupancy rate
Dark backgrounds
Definition
Calculation formula
(A/B)*100
Formula type
Rate
Trend is good when

Within range
Target
Gridlines
Waterfall chart
Research
28,000
20,475
11
# Organizations assisted
through smartKPIs.com
# KPI examples published
on smartKPIs.com
# Years spent on
researching performance
best practice
# Insurance underwriting time

# Insurance claim processing time
% Cash collection rate
% Risk coverage ratio
# Liquidity ratio
Government - State/Federal
Threshold example
Red: < 80% ; >95%
Yellow: 80 - 85% ; 90 - 95%
education
4,432
3,400
614
$ Revenue per available seat hour

$ Total revenue per available room
$ Revenue per available customer
% Capture rate of hotel guests
# Length of stay in hotel
% Berth occupancy rate

# Container dwell time
# Turnaround time
# Container throughput
# Arrival processing time
Real Estate/Property
% Rent collection rate
% Cash-on-cash return
% Occupancy rate
% Repairs completed on time
% Capitalization rate
Resources
% Drilling rig utilization rate
% Non productive drilling time
% Drilling success rate
% Mining equipment availability
# Carbon dioxide vessel efficiency
Retail
% Same store sales growth
# Stock rotations
# Reorder point
# Safety stock
$ Sales per unit area
$ Subscriber acquisition cost

% Answer seizure ratio
$ Subscriber retention cost
% Data network availability
% Block error rate
Transportation
Calculation
Subordinate measures used for calculation
A = # Hospital beds occupied
B = # Hospital beds
Overcrowded
# National examination score

% Attendance rate per course
# Students to professor ratio
% Drop-out rate
% Student satisfaction rate
Telecommunications
Measures the percentage of beds in the hospital that are occupied by patients,
from overall number of hospital beds.
Non-zero baseline
Education & Training
Infrastructure Operations
Balanced
Donts
# Arrival processing time

# Entry clearance referrals
% Work permits issued
# Immigration refusals
% Hit rate on high risk cargoes
Hospitality & Tourism
KPIs should be described by

using clear and intelligible
terms. Avoid the use of
management jargon
Dos
Customs
% Hospital bed occupancy rate

# Daily census
% Medication error rate
$ Cost per discharge
# Laboratory test turn-around time
Workshop
Clearly defined
Data visualization
% Call setup success rate

% Agent utilization
% Call completion rate
% First call resolution rate
% Call drop rate
Healthcare
Relevant
Sparklines
ESSION
$ Gross National Product per capita

# Healthy life expectancy
% Unemployment rate
# Water scarcity index
% Health insurance coverage
Analytics
Monitor progress towards

the desired state
Bullet graph
OF
Financial Institutions
Metrics
Paint a clear picture of

strategy
Small multiples
Sales
Increase customers base

% Market share
20%
By Financial Year End
Sales Director
Increase customers base to reach 20% market share by FY end under Sales Director leadership
Quality Management
$ Cost of poor quality
% Scrap rate
% Process efficiency ratio
% Production first time yield
% Rework cost
Key Performance
Indicators Framework
v 2.0 2015
PR
Call Center
Objective
+KPI
+Target
+Timeframe
+Responsible
Project Management
# Earned man-hours
# Schedule performance index
$ Cost avoidance savings
$ Profit per project
% Delivery deadlines met
RT I F I E D
KEY
PERFORMANCE
INDICATORS
Industries
Accounting
% Billing accuracy
$ Cost of goods sold
% Client cash net revenue
% Invoices under query
# Days in accounts receivable
CE
# Training hours delivered

# Professionals trained
# Client organizations
554
228
115
Green: 85 - 90%
# Training days delivered

# Education programs
delivered
# Open training
courses delivered
$ Freight cost per tonne shipped

# In flight shutdown rate
# Revenue tonne kilometers
% Transport capacity utilization
# Transit time
Utilities
# Power plant load factor
# Water quality index
% Electricity demand growth
% Wastewater treated
% Capacity utilization factor
113
24
5
# In-house training
courses delivered
# Countries where we delivered
educational programs
# Continents on which
we delivered training

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AU: +61 3 9028 2223

MY: +60 3 2742 1357

KEY PERFORMANCE INDICATORS INFOGRAPHIC

Compliance and Risk

Marketing & Communication

Procurement & Distribution

Research & Development

KPI naming standards

Value added by KPIs

Metrics - KPIs - KRIs - Analytics

Focus on what matters /

Key Risk Indicators

Key Performance Indicators

for Risk Assessment

for Performance Assessment

KPI selection criteria

Aligned with organizational

KPI selection workshop input

Quality / Quantity; Efficiency /

KPI selection technique: Value flow analysis

Trend is good when

# Insurance underwriting time

Yellow: 80 - 85% ; 90 - 95%

$ Revenue per available seat hour

% Berth occupancy rate

$ Subscriber acquisition cost

# National examination score

Education & Training

# Arrival processing time

Hospitality & Tourism

KPIs should be described by

% Hospital bed occupancy rate

% Call setup success rate

$ Gross National Product per capita

Monitor progress towards

Paint a clear picture of

Increase customers base

# Training hours delivered

# Training days delivered

$ Freight cost per tonne shipped

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