the 75 measures every manager needs to know Marr, Bernard creator text enk Harlow, England Pearson Financial Times Pub. 2012 monographic eng

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xxviii, 347 p. ; 24 cm. 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)... general Bernard Marr Includes bibliographical references and index Performance technology Management Performance standards Organizational effectiveness 9780273750116 0273750119 UMP 120619 20251125093305.0 vtls000062422