02652cam a22003974a 4500 122464 20230410115626.0 111216s2012 enk b 001 0 eng 17086552 acquire 2 shelf copies policy default claim1 2012-07-03 lcc bk 2011050789 GBB127310 bnb 015761909 Uk 9780273750116 (pbk.) 0273750119 (pbk.) (OCoLC)ocn703205548 DLC eng DLC YDX BTCTA YDXCP BWK UKMGB NLE DLC Eng pcc HF 5549.5 M358k 2012 658.4/013 Marr, Bernard. Key performance indicators : the 75 measures every manager needs to know / Bernard Marr. [1st ed.]. Harlow, England ; New York : 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. Indicadores de rendimiento. Normas de funcionamiento. dpf 44907 44907 0 0 lcc 0 0 CS BJB BJB CS 2023-04-10 1 0 HF 5549.5 M358k 2012 00000098389 2018-10-24 00:00:00 1 2018-10-24 bk