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The KPI Dictionary
Volume 1: Functional Areas
3,200+Key PerformanceIndicatordefinitions
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1e KPI Dictionary: 3,200+ KPI definitions Volume 1: Functional Areas
|
© 2015 Te KPI Institute Ltd. All Rights Reserved.ISBN 13: 978-1511828758ISBN 10: 1511828757
Tis dictionary is the result of primary research conducted by the KPI Institute. It is available in PDF format on the smartKPIs.cowebsite. erms of use available at: http://www.smartkpis.com/terms-of-use.html (‘Premium content terms’).
An appropriate citation for this dictionary is:
Te KPI Institute (2015), KPI Dictionary – 3,200+ Key Performance Indicator Definitions, Volume 1: Functional Areas, Melbourne, Austra
Indemnity statement
Te KPI Institute has taken due care in preparing the analysis contained in this dictionary. However, noting that some of the daused for the analysis has been provided by third parties, Te KPI Institute gives no warranty to the accuracy, reliability, fitness fpurpose, or otherwise of the information. Te KPI Institute shall have no liability for errors, omissions or inadequacies in tinformation contained herein or for interpretations thereof. Te opinions expressed herein are subject to change without notice. Fthe latest version of the documentation, smartKPIs Premium should be consulted.
Published by:
Te KPI InstituteLife.lab Building
198 Harbour Esplanade, Suite 606Melbourne Docklands, VIC 3008, Australia
elephoneHeadquarters: +61 3 9028 2223Middle East Division: +971 4 311 6556European Division: +40 3 6942 6935South East Asia Division: +60 3 2742 1357
E-mail: [email protected]
www.kpiinstitute.org | www.smartKPIs.com
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HSSE (Health, Safety and Security)
Environment
Health
Safety and Security
Information Technology
Application Development
Data Center
Enterprise Architecture
IT - General
IT - Security
Network Management
Service Management
Knowledge and Innovation
Innovation
Knowledge Management
R & D
Management
Marketing and Communications
Advertising
Marketing
Public Relations
Online Presence- eCommerceeCommerce
Email Marketing
Online Advertising
Online Publishing - Weblogs
Search Engine Optimisation (SEO)
Web Analytics
Portfolio and Project Management
Benefits Realization
Portfolio Management
Project Management
Production & Quality Management
Maintenance
Production
Quality Management
Introduction
About KPIs
KPIs Naturally
How to use this book
KPI Taxonomy
Accounting
Accounting Systems
Cash Management
Control
Cost Analysis
Planning and Reporting
Transactions / AP / AR
Corporate Services
Administration / Offi ce Support
Corporate Travel
Facilities / Property Management
Legal Services
Corporate Social Responsibility
Finance
Asset/ Portfolio Management
Financial stability Forecast & Valuation
Liquidity
Profitability
Governance, Compliance and Risk
Compliance and Audit Management
Governance
Risk Management
Human Resources
Compensation and BenefitsEffi ciency and Effectiveness
Recruitment
Retention
Service Delivery
Talent Development
Workforce
Working Environment
Table of Contents
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5
6
8
10
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12
15
17
18
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41
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50
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54
5862
67
69
74
74
79
83
88
8893
97
104
107
111
120
123
127
127
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138
143
143
150
153
156
160
168
173
186
186189
195
202
206
206
209
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229
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236
241
241
242
246
251
251
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3e KPI Dictionary: 3,200+ KPI definitions Volume 1: Functional Areas
Sales and Customer Service
Customer Service
Sales
Supply Chain, Procurement, DistributionContract Management
Inventory Management
Logistics / Distribution
Procurement / Purchasing
Supply Chain Management
Related publications from e KPI Institute
Top 25 KPIs Reports
2013 - 2014 Top KPIs Reports
e KPI Institute Professional
Certification Programs
Certification Programs Infographic 2015
268
268
276
288288
292
299
309
316
319
320
321
322
323
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ictionaries have been around for centuries and their main function is to provide conceptual or linguistic definitions, alongwith information about the correct language usage. e earliest historical mention of a dictionary is from Babylon, in the 6th
century BC. e Chinese had their first written dictionary in 100 AD, while Japanese history mentions its first dictionary in the7th century AD. In Europe, the earliest dictionaries didn’t contain definitions of words. Instead, they were bilingual dictionaries,meaning you could look up a French word and find its English equivalent, or vice versa.e first English alphabetical dictionary,called “A Table Alphabetical” was published in London in 1604.
KPI Dictionary – 3,200+ Key Performance Indicator Definitions, Volume 1: Functional Areas is a novelty in the field anddistinguishes itself from the classical structure of a dictionary in that it shows the performance indicators grouped into 16 mainfunctional areas, each having several subcategories. e dictionary not only defines the indicators, but also contains an explicitpresentation of the calculation formula.
e KPI Institute is the global authority on Key Performance Indicators (KPIs) research and education, providing throughits publications and training courses insights on how to measure and learn with KPIs. It developed the first KPI ManagementFramework and operates several research programs dedicated to performance management, strategy, Balanced Scorecard andkey performance indicators. It operates smartKPIs.com, the result of the research program dedicated to documenting andcataloguing how KPIs are used in practice. It is an online portal containing the largest collection of well documented KPIexamples, supported by a community of tens of thousands of members.
Over the last 10 years, e KPI Institute team has:
• Documented 7,000+ KPIs with Premium Documentation from 16 functional areas and 25 industries;
• Reviewed 1,000+ performance reports from 125 countries;• Referenced 30,000+ resources (books, articles, performance reports) as part of the documentation process;• Developed over 150 KPI Dashboards and Balanced Scorecards;• Delivered training courses in 25 countries on 6 continents;• Assisted over 28,000 organizations in finding solutions for their KPI needs;• Trained over 2,500 participants from 40 countries on how to work rigorously with KPIs.
e main activities of e KPI Institute include:
Research - contributing to the development of the performance management discipline by actively researching and publishingarticles on this matter. Driven by the belief that progress in management science emerges from practice, the research programs areaimed at reviewing KPI and performance management examples, as used in various countries, functional areas and industries.
Publications - in order to facilitate the identification and usage of KPIs in practice, e KPI Institute has developed the Top
KPIs Reports collection, along with more extensive resources, like e KPI Compendium and KPI Dictionaries. Also, to helporganizations design or improve their performance management architecture, e KPI Institute offers the Toolkit series,containing editable templates, customized for specific industries and functional areas. Interesting articles on topics related toperformance management are accessible to the public through Performance Magazine, in both the Online and Printed editions.
Education - In an effort to improve the ways in which KPIs are understood and employed in organizations worldwide, eKPI Institute provides a broad set of education services. e training offer includes the Certified KPI Professional and CertifiedKPI Practitioner, as well as specialized training courses, customized to specific functional areas, industries or performancemanagement related topics, like strategic planning and employee performance evaluation.
Along with its research and education projects, e KPI Institute is at the forefront of innovation in performance management,integrating both the academic and practitioner perspectives. Analyzing emerging trends and best practices represents thefundamentals of TKI’s body of knowledge.
D
Introduction
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he KPI Dictionary is a useful tool in the process of understanding, selecting and working with KPIs. e book containsdefinitions and calculation formulas for more than 3,200 KPIs covering 16 functional areas:T
Professionals, practitioners, consultants, researchers, managers and academicians can have in their own library a rich database withthe most important elements of key performance indicators: definitions and formulas. ey don’t have to look anymore for themthrough dozens of publications as e KPI Dictionary brings the most relevant information in one single book.
e KPI Dictionary is easy to use, as the KPIs are clustered on an industry basis and sorted in alphabetical order. Furthermore, each
indicator has an identification code (e.g. sK1) and three sections: Definition, Sub-metrics used for calculation and Calculation formula.
Accounting
Corporate Services
Corporate Social Responsibility
Finance
Governance, Compliance and Risk
HSSE (Health, Safety and Security)
Human Resources
Information Technology
Knowledge and Innovation
Management
Marketing and Communications
Online Presence- eCommerce
Portfolio and Project Management
Production & Quality Management
Sales and Customer Service
Supply Chain, Procurement,
Distribution
Succinct description of the indicator,providing more details in regards towhat the KPI is measuring.It also supports a betterunderstanding of how to calculatethe KPI.
Metrics used in calculating the KPI.In some cases, the KPI may not needany other metrics for calculationand this section will coincide withthe KPI’s name
Each KPI name is preceded by a symbol.ere are three symbols used dependingon the KPI’s measurement unit:• $ - value of : $ Operating costs
• # - number of: # Projects approved
• % - percentage of:• % Projects completed on time
-
How to use this book
s 7
sK3387
sK3387
(A/B)*100
(A/B)*100
(A/B)*100
% Cost of outsourced finance function
Measures the percentage of cost with outsourced financeunction from the overall finance function cost.
Measures the percentage of cost with outsourced financefunction from the overall finance function cost.
Measures the percentage of cost with outsourced financeunction from the overall finance function cost.
A = $ Cost of outsourced finance function
B = $ Finance function cost
A = $ Cost of outsourced finance function
B = $ Finance function cost
A = $ Cost of outsourced finance functionB = $ Finance function cost
% Cost of outsourced finance function
% Cost of outsourced finance function
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9e KPI Dictionary: 3,200+ KPI definitions Volume 1: Functional Areas
Expresses the mathematical formulato compute the KPI.e calculation formula is expressedin six different forms, depending on
the specifics of each KPI:• (A/B)* 100 - rate • A/B - ratio• (A1 + A2 +…+An)/n - average• Index - aggregates more items inone score• Survey - data is gathered througha survey
Indicates the unique numericalreference assigned to each KPI on
smartKPIs.com. is code can be usedto search more details about the KPI on
http://www.smartkpis.com/kpi/browse-kpis/
e KPI Dictionary can be used in the early stages of implementing a performance management framework, in the process selecting and documenting KPIs, but also to improve an existing performance measurement system. e ways in which one couget the best out of this Dictionary are extremely diverse so we invite you to discover them on your own.
Be a part of the KPIs’ world!
s
sK338
(A/B)*100
(A/B)*100
Measures the percentage of cost with outsourced financefunction from the overall finance function cost.
Measures the percentage of cost with outsourced finance
function from the overall finance function cost.
A = $ Cost of outsourced finance functionB = $ Finance function cost
A = $ Cost of outsourced finance function
B = $ Finance function cost
% Cost of outsource nance function
% Cost of outsourced finance function
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p.12
p.88
p.143
p.54
p.74 p.186
p.35p.127
224 380
477
224
132 132
135
170
43
Accounting System
Cash ManagementControlCost AnalysisPlanning and ReportingTransactions / Accounts Payable / Accounts Receivable
Compensation and benefits
Effi ciency and EffectivenessRecruitmentRetentionService Delivery Talent developmentWorking environmentWorkforce
Application DevelopmentData CenterEnterprise ArchitectureIT - GeneralIT - Security
Network ManagementService Management
Asset/Portfolio managementFinancial stability Forecast & ValuationLiquidity Profitability
Compliance and Audit ManagementGovernanceRisk Management
InnovationKnowledge ManagementR&D
Administration / Offi ce SupportCorporate TravelFacilities / Property Management
Legal Services
Environment
HealthSafety and Security
27
1910415770
48
37732734904130
8427264090
57153
4534531749
483747
366678
242573
13
94
2056
Accounting Human Resources
Information Technology
Finance
Governance, Compliance and Risk Knowledge and Innovation
Corporate Services
HSSE (Health, Safety and Security)
Corporate Social Responsibility
KPI Taxonomy
p.50
his section lists the categories and subcategories of the KPI taxonomy used for structuring the content of this volume.e numbers in front represent how many KPI examples are available in this volume in each category/subcategory.T
Number of KPI examples Category / subcategory Category page number
. 5 . 5 p.35
135 5 5
Administration / Offi ce SupportCorporate TravelFacilities / Property ManagementLegal Services
Administration / Offi ce SupportCorporate TravelFacilities / Property ManagementLegal Services
Administration / Offi ce SupportCorporate TravelFacilities / Property ManagementLegal Services
24257313
24
25
7
13
24
25
7
13
Corporate Services orate ServicesCororate ServicesCor
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45 Management p.202
p.206
p.241
p.251
p.288
p.268
p.222
174
174
182
365
230
185
AdvertisingMarketingPublic Relations
Benefits realizationPortfolio managementProject management
MaintenanceProductionQuality Management
Contract managementInventory managementLogistics / distributionProcurement / purchasingSupply chain management
Customer ServiceSales
E-commerceE-mail marketingOnline-advertisingOnline-publishing-weblogsSearch engine optimizationWeb analytics
3111330
54544
368066
4280
1248633
90140
422333181554
Marketing and Communications
Portfolio and Project Management
Production & Quality Management
Supply Chain, Procurement, Distribution
Sales and Customer Service
Online Presence- eCommerce
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sK3401sK3344
sK3189
sK3347
sK3349
sK3350
sK3387
sK2959
sK3340
(A/B)*100(A/B)*100
(A/B)*100
(A/B)*100
(A/B)*100
(A/B)*100
(A/B)*100
(A/B)*100
(A/B)*100
% Accounting system downtime % Employees allocated toaccounts payable and expense reimbursement
% Accuracy of expense reimbursement requests% Employees allocated toevaluate and manage financial performance
% Employees allocated to fixed asset management
% Cost of outsourced finance function
ccounting is the area concerned with producing financial reports used by active reporting entities to convey activity resultsto a variety of end users, such as creditors and investors. While preparing such reports, management benefits from access
to detailed information regarding the entity’s financial performance. Accounting KPIs refer to specific monetary measures ofstocks and flows and address the effi ciency of operation management, systems and control.
Accounting systems are oen complex and need constant update to ensure maximum functionality. A precise monitoringprocess and a thorough analysis of their usage can be achieved through smart KPIs
A
Accounting Accounting Systems
Measures the proportion of time the accounting system isnot available to perform its functions, during working time(from 8 a.m. to 6 p.m.).
Measures the percentage of employees that are workingon processes related to accounts payable and expensereimbursement, out of the total number of employees.
Measures the percentage of expense reimbursementrequests with no errors, out of the total number of expensereimbursement requests submitted. Measures the percentage of employees that are working on
evaluating and managing financial performance, out of thetotal number of employees.
Measures the percentage of cost with outsourced financefunction from the overall finance function cost.
Measures how many of the invoices are paid throughelectronic sources by the company’s customers.
Measures the proportion of invoices issued in electronic format.
A = # Hours the accounting system is not availableB = # Hours while the accounting system is expected to beavailable to perform its functions
A = # Employees allocated to accounts payable and expensereimbursementB = # Employees
A = # Expense reimbursement requests with no errorsB = # Expense reimbursement requests
A = $ Cost of outsourced finance functionB = $ Finance function cost
A = # Invoices paid electronically by customersB = # Invoices paid
A = # Electronically issued invoicesB = # Issued invoices
% Customer invoices paidthrough electronic sourcing
% Electronic invoices
A = # Employees allocated to evaluate and manage financialperformanceB = # Employees
A = # Employees allocated to fixed asset managementB = # Employees
A = # Employees allocated to general accounting and reportingB = # Employees
Measures the percentage of employees working on fixedassets management, out of the total number of employees.Fixed asset management includes tracking fixed assets forfinancial accounting, preventive maintenance and even thediscouragement.
Measures the percentage of employees working on generalaccounting and financial reporting, out of the total numberof employees.
% Employees allocated togeneral accounting and reporting
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Te KPI Institute is the global authority on Key Performance Indicators (KPIs) research and education,providing through its publications and training courses insights on how to measure and learn with KPIs.It developed the first KPI Management Framework and operates several research programs dedicated toperformance management, strategy, Balanced Scorecard and Key Performance Indicators. It also operatessmartKPIs.com, the result of the research program dedicated to documenting and cataloguing how KPIs areused in practice, an online portal containing the largest collection of well documented KPI examples, with
over 20,500 examples from 16 Functional Areas and 25 Industries. Over the last 11 years, Te KPI Institutehas assisted over 28,000 organizations in finding solutions to their KPI needs.
Contains over 20,500 KPIs examples, including the ones covered in the KPI Dictionary. Specific KPIexamples listed in the Dictionary can be searched by using the sk number. Alternatively, visitors can browse,save and export documented examples.
Te KPI Institute offers a variety of in-depth publications that enableyou to keep up to date with industry trends and leaders. Trough itspublications, it provides an overview of the performance management stateof discipline and offers innovative tools, facilitating the implementation
of performance management and measurement systems.
Top 25 KPIs Reports by Functional Area Top 25 KPIs Reports by Industry
KPI Dictionary – 3,200+ Key Performance Indicator Definitions, Volume 1: Functional Areas is a noveltyin the field and distinguishes itself from the classical structure of a dictionary in that it shows the performanceindicators grouped into 16 main functional areas, each having several subcategories. Te dictionary not onlydefines the indicators, but also contains an explicit presentation of the calculation formula.
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