02312nam a2200265 a 4500 vtls000062422 KUKTEM 20251125093305.0 120619t2012 enk g 001 0 eng d 9780273750116 0273750119 201211051152 asmadi 201206191159 farina UMP HF5549.5.P37 M37 2012 Marr, Bernard Key performance indicators : the 75 measures every manager needs to know / Bernard Marr Harlow, England : Pearson Financial Times Pub., 2012 xxviii, 347 p. ; 24 cm. Includes bibliographical references and index Introduction -- Part one Financial perspective -- Net profit -- Net profit margin -- Gross profit margin -- Operating profit margin -- EBITDA -- Revenue growth rate -- Total shareholder return (TSR) -- Economic value added (EVA) -- Return on investment (ROI) -- Return on capital employed (ROCE) -- Return on assets (ROA) -- Return on equity (ROE) -- Debt-to-equity (D/E) ratio -- Cash conversion cycle (CCC) -- Working capital ratio -- Operating expense ratio (OER) -- Capex to sales ratio -- Price/earnings ratio (P/E ratio) -- Part two Customer perspective -- Net promoter score (NPS) -- Customer retention rate -- Customer satisfaction index -- Customer profitability score -- Customer lifetime value -- Customer turnover rate -- Customer engagement -- Customer complaints -- Part three Marketing and sales perspective -- Market growth rate -- Relative market share -- Brand equity -- Cost per lead -- Conversion rate -- Search engine rankings (by keyword) and click-through rate -- Page views and bounce rates -- Customer online engagement level -- Online share of voice (OSOV) -- Social networking footprint -- Klout score -- Part four Operational processes and supply chain perspective -- Six Sigma level -- Capacity utilisation rate (CUR) -- Process waste level -- Order fulfilment cycle time (OFCT) -- Delivery in full, on time (DIFOT) rate -- Inventory shrinkage rate (ISR)... Performance technology Management Performance standards Organizational effectiveness 0 0 0 0 20000 20000 2019-09-04 136.80 0 HF5549.5.P37 M37 2012 0000073056 2019-09-04 00:00:00 2 136.80 2019-09-04 OPEN c.2 0 0 0 0 20000 20000 2019-09-04 136.80 0 HF5549.5.P37 M37 2012 0000067810 2019-09-04 00:00:00 1 136.80 2019-09-04 OPEN VIRTUA40 63289 63295 VTLSSORT0080*0200*0201*0400*0900*1000*2450*2600*3000*5040*5050*6500*6501*6502*9992