TY  - BOOK
AU  - Marr, Bernard.
TI  - Key performance indicators : : the 75 measures every manager needs to know 
SN  - 9780273750116
U1  - 658.4013 MAR 2912 
PY  - 2012///
CY  - Harlow, England ; , New York : 
PB  - Pearson Financial Times Pub.
KW  - Performance technology
KW  - Management
KW  - Performance standards
KW  - Organizational effectiveness
N1  - 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)
ER  -