KPI Detail

Topics: Supply and demand, Customer service, Service level agreement Pages: 20 (8822 words) Published: April 22, 2014
To comment on these KPIs: email abeers@aicpa.org

GARTNER/EBRC KPI INITIATIVE
This initiative will identify and develop industry standard measures that are predictive of corporate performance. There is a difference between identifying such measures and establishing them as industry standards this initiative aims to do both. This document provides the standard definitions and calculation formulas for the standard KPIs.

Standard Key Performance Indicators
The scope of the standard measures contained cover all the actionable activities performed within an organization. These activities center on three broad categories referred to as Business Domains in the Framework description. The three business domains are:

Demand
Management

All the actionable activities involved with generating demand for the products and services offered by the organization.

Supply
Management

All the actionable activities directly involved with satisfying demand for the products and services offered by the organization.

Support
Services

All other actionable activities involved with supporting the organization. These services operate within organizations by providing services to internal clients. They operate on business principles and provide internal services at a cost and quality that is acceptable to its clients, when assessed against alternatives.

It is necessary to consider all domains of an organization in order to determine the effect on business value of specific initiatives.
The metrics are organized into a Framework that is designed to apply to corporations within a specific industry. This is made possible by a flexible architecture consisting of Aggregate and Prime measures. The Aggregate and Prime Measures used in the Framework are grouped by high-level business Domain: Demand Management, Supply Management, and Support Services.

The following table contains the generic key performance indicators for all industries. Following the table the standard definitions and calculations are provided for each of the Aggregate and Prime Measures. Standard Key Performance Indicators for All Industries (common) Aggregates

Prime Metrics

Business
Domain
Demand
Market
Management Responsiveness

Sales
Effectiveness

Supply

Product
Development
Effectiveness
Customer

Target
Market Coverage Market Share
Opportunity/
Market
Index
Index
Threat
Index
Index
Product Portfolio
Channel
ConfigureIndex
Profitability Index
ability
Index
Sales Opportunity
Sales Cycle
Sales Close
Sales Price
Index
Index
Index
Index
Cost of Sales
Forecast
Customer
Index
Accuracy
Retention Index
New Products Feature Function Time to Market R&D Success
Index
Index
Index
Index
On-Time

Order Fill

Material

Service

To comment on these KPIs: email abeers@aicpa.org

Management Responsiveness

Support
Services

Delivery
Rate
Quality
Accuracy
Service
Customer Care
Agreement
Transformation
Performance
Performance
Effectiveness
Ratio
Supplier
Supplier On-Time Supplier Order
Supplier
Supplier
Effectiveness
Delivery
Fill Rate
Material Quality
Service
Accuracy
Supplier
Supplier
Supplier
Supplier
Service
Care
Agreement
Transformation
Performance
Performance
Effectiveness
Ratio
Operational
Cash to Cash
Conversion
Asset
Sigma
Efficiency
Cycle Time
Cost
Utilization
Value
Human
Recruitment
Benefits
Skills
Employee
Resources
Effectiveness
Administration
Inventory
Training
Responsiveness
Index
Index
Index
Index
HR Advisory
HR Total Cost
Index
Index
Information
Systems
IT Support
Partnership
Service Level
Technology
Performance
Performance
Ratio
Effectiveness
Responsiveness New Projects
IT Total
Index
Cost Index
Finance &
Compliance
Accuracy
Advisory
Cost of Service
Regulatory
Index
Index
Index
Index
Responsiveness

Demand Management
Market Responsiveness
Definition: Activities measured by this aggregate are entirely...
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