Checklist of kpi's that might be suitable for a sme
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KPI Checklist for SME's
Transcript of Checklist of kpi's that might be suitable for a sme
Business Analysis & Improvement Systems
OPERATING A SUCCESSFUL BUSINESS
Checklist of KPIs That Might Be Suitable For Your Business
Paper 006-076
Business Analysis & Improvement Systems
1. Customer Indicators
• Percentage of sales - top 20%• Major customer lost?• Export sales percentage?• Profitability contribution by each
customer?• Customer complaints?• Delays caused by the QA System?
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Business Analysis & Improvement Systems
1. Customer Indicators cont'd....
• Customer Surveys?• Stock outages?• Customer deadlines missed?• Conversion rate from quotations to
sales?• Customer complaints - which
departments?• Percentage of complaints to sales per
department?
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Business Analysis & Improvement Systems
1. Customer Indicators cont'd....
• Direct cost of complaints?• Number of new customers per
department?• Average sale to new
customers?• "No repeat business"
customers?• Marketing activities?• "Phantom" customer reports?
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Business Analysis & Improvement Systems
1. Customer Indicators cont'd....
• Register of Complaints?• Customer door count?• Hit rate of sales as compared to
door count?• Hit rate of sales as compared to
shopping centre door count?
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Business Analysis & Improvement Systems
2. Employee Indicators
• Ages of employees?• Employees to retire over the next 3
years?• Productivity and Efficiency Reports?• Reporting to employees?• Staff resignations?• Reasons for resignations?
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Business Analysis & Improvement Systems
2. Employee Indicators cont'd....
• Exit interviews?• Sick Days?• Staff accidents?• Staff training hours?• Staff Meetings?• Staff hired?
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Business Analysis & Improvement Systems
2. Employee Indicators cont'd....
• Cost of potential Work Care claims?• Sales per employee?• Gross profit per salesperson?• Percentage of wages to sales?• Staff skills?• Staff expertise?
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Business Analysis & Improvement Systems
3. Product Indicators
• Contributions to profitability by individual products
• Idle time
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Business Analysis & Improvement Systems
4. Financial Indicators
• Expense percentage on sales• Stockturn achieved• Profit margin on sales• Earnings per share• Price to earnings ratio• Return on total assets• Return on shareholder funds
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Business Analysis & Improvement Systems
4. Financial Indicators
• Debt to equity ratio• Current ratio• Net tangible assets• Sales per department• Department gross profit percentage• Number of sales per department• Average sale
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Business Analysis & Improvement Systems
5. Corporate Matters
• Litigation claims on the company
• Complaints from government
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Business Analysis & Improvement Systems
6. Selection of KPIs
• Select indicators which wil l assist in effective management
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