KPI EXAMPLES

ALL ABOUT KPIs

SECTION 1 FOUNDATION
Table of Contents
DEPARTMENT WISE ............................................................................................................................ 2
FINANCE .............................................................................................................................................. 2
SALES ................................................................................................................................................... 2
HUMAN RESOURCES ........................................................................................................................... 3
MARKETING......................................................................................................................................... 4
INFORMATION TECHNOLOGY ............................................................................................................. 4
INDUSTRY WISE .................................................................................................................................. 5
DIGITAL MARKETING ........................................................................................................................... 5
MANUFACTURING............................................................................................................................... 5
CONSTRUCTION .................................................................................................................................. 6
RETAIL ................................................................................................................................................. 6
INFORMATION TECHNOLOGY ............................................................................................................. 6
FOOD SERVICE INDUSTRY ................................................................................................................... 7
WAREHOUSING ................................................................................................................................... 7

ALL ABOUT KPIs

 KPI Examples
Below are some common KPIs segregated department wise as well as industry type wise.

DEPARTMENT WISE
FINANCE
• Accounting costs
• Accounts payable
turnover
• Accounts receivable
collection period
• Accounts receivable
turnover
• Actual expenses
• Amount due (per
customer)
• Average customer
receivable
• Average monetary value
of invoices outstanding
• Average monetary value
of overdue invoices
• Budget variance for
each key metric
• Budgeted expenses
• Capital expenditures
• Cash conversion cycle
(CCC)
• Cash flow return on
investments (CFROI)
• Cost of goods sold
(COGS)
• Cash dividends paid
• Cost per pay slip issued
• Creditor days
• Current receivables
• Cumulative annual
growth rate (CAGR)
• Cycle time for expense
reimbursements
• Cycle time to process
payroll
• Cycle time to resolve an
invoice error
• Cycle time to resolve
payroll errors
• Days payable
• Debtor days
• Direct cost
• Discounted cash flow
• Earnings before interest
and taxes (EBIT)
• Earnings before interest,
taxes, depreciation
(EBITDA)
• Economic value added
(EVA)
• Employee available time
• Employee scheduled
time
• Employee work center
loading
• Enterprise value/
takeover value
• Expense account credit
transactions
• Expense account debit
transactions
• Expense account
transactions
• Fixed costs
• Gross profit
• Gross profit margin
• Indirect costs
• Inventory turnover
• Inventory value
• Invoice processing costs
• Internal rate of return
(IRR)
• Market share gain
comparison percentage
• Net change in cash
• Sales growth
• Share price
• Net income
• Net present value (NPV)
• Number of invoices
outstanding
• Number of unapplied
receipts
• Number of past-due
loans
• Open receivables
• Open receivables
amount (per customer)
• Operating leverage
• Past-due receivables
• Payables turnover
• Payment errors as a
percentage of total
payroll disbursement
• Percentage accuracy of
financial reports
• Percentage of bad debts
against invoiced
revenue
• Percentage of electronic
invoices
• Return on capital
employed (ROCE)

SALES
• Actual calls
• Actual sales value versus
initial bid
• Age of sales forecast
• Average administrative
time per salesperson
• Average deal size
• Average number of
activities (calls,
meetings, etc.) to close • Closing ratio
a deal • Customer acquisitions
• Average price discount costs as a percentage of
per product sales value
• Average price discount • Customer churn ratio
per salesperson • Customer loyalty
• Average revenue per • Customer purchase
product frequency
• Call quota • Customer satisfaction
• Closed sales

ALL ABOUT KPIs

 • Frequency of sales • Number of units sold • Percentage of sales
transactions per representatives to
• Gross margin per day/week/month/quart achieve quota
product er/year • Percentage of sales
• Gross margin per • Partner churn ratio revenue via partner
salesperson • Partner profit margin channel
• New salesperson ramp- • Percentage of converted • Pipeline by sales stage
up time opportunities • Qualified leads
• Number of certified • Percentage of online • Qualified opportunities
partners sales revenue • Revenue per
• Number of deals per • Percentage of sales due salesperson
partner to launched • Sales capacity
• Number of sales orders product/services • Sales cycle time
by FTE

CUSTOMER SERVICE
• Field service technician utilization • Percentage of customer service requests
• Hit rate (products sold compared to total answered in given timeframe
received sales calls) • Percentage of calls transferred
• Inbound abandon rate • Total calling time per day/week/month
• Inbound agent dialed calls • Agent's full-time employees (FTEs) as
• Inbound availability rate percentage of total call center FTEs
• Inbound average talk time • Answering percentage (number of sales calls
• Inbound average wrap time answered/total number of sales calls offered)
• Inbound call center leads created • Average after-call work time
• Inbound call center opportunities created • Average number of calls/ service request per
• Inbound calls handled handler
• Inbound calls handled per agent hour • Average queue time of incoming phone calls
• Inbound service level • Cost per minute of handle time
• Number of complaints • Costs of operating call center/ service desk
• Email backlog

HUMAN RESOURCES
• Actual versus budgeted cost of hire • End placements
• Annualized voluntary employee turnover rate • Female to male ratio
• Annualized voluntary turnover rate • Full-time employees (FTEs) per human
• Average interviewing costs resources (HR) department FTE
• Average length of placement in months for the • Headcount of contingent workers for the
manager manager
• Average length of service of all current • HR average years of service (incumbents)
employees • HR average years of service (terminations)
• Average length of service of all employees • HR department cost per FTE
who have separated • HR headcount - Actual
• Average months placement • HR headcount - Available
• Workforce stability • HR to employee staff ratio
• Return on investment (ROI) of training • Hiring manager satisfaction
• Percentage of new hire retention
• Percentage of HR budget spent on training
• Cost per hire
• Job vacancies as a percentage of all positions
• Staffing efficiency
• New hire quality
• Time to fill
• Employee satisfaction with training

ALL ABOUT KPIs

MARKETING
• Marketing budget ratio (MER)
• Number of article placements in trade
magazines
• Number of client visits
• Number of product focus groups conducted
• Number of customer satisfaction surveys
administered
• Number of placements in trade magazines
• Number of trade shows attended /
participated in
• % of customers willing to promote your
product/service
INFORMATION TECHNOLOGY
• Account create success
• Account termination success
• Active directory performance index
• Alert-to-ticket ratio
• Average data centre availability
• Call centre PBX availability
• Campus PBX availability
• Customer connection effectiveness
• Data centre capacity consumed
• Email client availability
• Exchange server availability
• Incidents from change
• Internet proxy performance
• Network availability - High availability sites
• Network availability - Standard sites
• Network manageability index
• No problem found/duplicate tickets
• Percentage of branch office backup success
• % of IT managed servers patched at deadline
• % of production servers meeting software
configuration standards
ALL ABOUT KPIs
• Response rate
• Return on investment (ROI) of brand
• Return on marketing investment (ROMI)
• Revenue generation capabilities of brand
• Staying in budget
• Target rating point
• Total cost of customer acquisition
• Transaction value of brand
• Website hits
• Website leads generated
• % of security update restarts within
maintenance window
• % successful remote access server (RAS)
connections
• Phone answer service level
• Priority 1 and priority 2 network incidents
meeting SLA
• Product adoption status and compliance
• Restore success rate
• Server growth rate
• Server manageability index
• Service desk client satisfaction - Percentage
dissatisfied
• Service desk tier 1 resolution rate
• Service desk time to escalate
• Service desk time to resolve
• Storage utility service availability
• Storage utility utilization
• Virtual machine provisioning interval
• Virtual server utility availability
• Web server availability
INDUSTRY WISE
DIGITAL MARKETING
• Web traffic sources • Customer lifetime value
• Brand awareness • Average time on page
• Cost per lead • Content downloads
• Website traffic leads • Unique visitors
• Returning visitors • Pageviews per session
• Online conversion rates • Dormancy rate
• Lead conversion rates • New leads generated
• Click thru rate • Referral traffic
• Response rate • Bounce rate
• Customer lifetime value • Website traffic lead ratio
• Total visits • Session by device type
• Purchase funnel • Net promoter score
• Customer attrition • Keyword performance
• Customer acquisition cost • Goal completion rate

MANUFACTURING
• Asset utilization
• Availability
• Avoided cost
• Capacity utilization
• Comparative analytics for products, plants,
divisions, companies
• Compliance rates: government regulations etc.
• Customer complaints
• Customer satisfaction
• Cycle time
• Demand forecasting
• Faults detected prior to failure
• First aid visits
• First time through
• Forecasts of production quantities, etc.
• Increase/decrease in plant downtime
• Industry benchmark performance
• Integration capabilities
• Interaction level Inventory
• Job, product costing
• Labor as a percentage of cost
• Labor usage, costs-direct and indirect
• Machine modules reuse
• Open orders
• Overall equipment effectiveness
• Overall production efficiency of a department,
plant, or division
• Percentage savings in costs
• Percentage savings in inventory costs
• Percentage savings in labor costs
• Percentage savings in transportation costs
• Planned work to total work ratio
• Predictive maintenance monitoring
(maintenance events per cycle)
• Process capability
• Overtime as a percentage of total hours
• Percentage decrease in inventory carrying
costs
• Percentage decrease in production-to-market
lead-time
• Percentage decrease in scrap and rework costs
• Percentage decrease in standard production
hours
• Percentage increase in productivity
• Percentage increase in revenues
• Percentage material cost reduction
• Percentage reduction in defect rates
• Percentage reduction in downtime
• Percentage reduction in inventory levels
• Percentage reduction in manufacturing lead
times
• Waste ration reduction
• Work-in-process (WIP)
• Maintenance cost per unit
• Manufacturing cost per unit
• Material costing, usage
• Mean time between failure (MTBF)
• Mean time to repair
• Number of production assignments completed
in time
• On-time orders
• On-time shipping
• Productivity
• Quality improvement (first-pass yield)
• Quality tracking-six sigma
• Reduced time to productivity
• Reduction in penalties
• Time from order to shipment
• Time on floor to be packed
• Unplanned capacity expenditure

ALL ABOUT KPIs

 • Unused capacity expenditures • Utilization

CONSTRUCTION
• Number of accidents
• Number of accidents per supplier
• Actual working days versus available working
days
• Cash balance - Actual versus baseline
• Change orders - Clients
• Change orders - Project manager
• Client satisfaction - Client-specified criteria
• Client satisfaction product - Standard criteria
• Client satisfaction service - Standard criteria
• Cost for construction
• Time for construction
• Time predictability - Construction (client
change orders)
• Time predictability - Construction (project
leader change orders)
• Time predictability - Design
• Time predictability - Design and construction
• Time taken to reach final account (project)
• Time to rectify defects
• Cost predictability - Construction
• Cost predictability - Construction (client
change orders)
• Cost predictability; Construction (project
leader change orders)
• Cost predictability - Design
• Cost predictability - Design and construction
cost to rectify defects
• Customer satisfaction level
• Day to day project completion ratio - Actual
versus baseline
• Fatalities
• Interest cover (company)
• Labor cost - Actual versus baseline
• Labor cost over project timeline
• Liability ratio (over asset) on current versus
completion comparison
• Number of defects

RETAIL
• Average inventory • Product quantity
• Cost of goods sold • Sales
• Gross profit budget percentage • Sales and prognostics
• Sales budget percentage • Sales campaign
• Discount • Sales growth period
• Gross profit • Sales growth year
• Gross profit and prognostics • Sales growth year by week
• Gross profit and prognostics percentage • Sales prognostics
• Gross profit budget • Sales standard
• Gross profit campaign • Sales trend percentage KPI
• Gross profit percentage KPI • Sales value-added tax (VAT)
• Gross profit prognostics • Sales view
• Gross profit prognostics percentage • Sales view year-to-date
• Gross profit standard • Share prognostics
• Gross profit year to date • Time range
• Number of stores

INFORMATION TECHNOLOGY
• Annual cost per reading • Bounce rate
• Average cost per article • Click to open rate (number of unique clicks/
• Average cost per subscription numbers of unique opens)
• Average dollars per email sent or delivered • Click-through rate
• Average order size • Conversion rate
• Average quarter-hour audience • Conversion rate (number of actions/unique
• Average revenue per subscription click-throughs)
• Average time spent listening per user • Conversion rates
(day/week/month/year) • Cost per broadcast hour

ALL ABOUT KPIs

 • Cost per consumed (by viewers/listeners) hour
• Cost per customer
• Cost per lead, prospect, or referral
• Cost per production hour
• Cost per viewer/listener
• Cost per visitor
• Cost per action (CPA)
• Cumulative audience sessions
• Delivery rate (emails sent, bounces)
• Gross ratings points
• Life cycle cost per reading
• Pay per click (PPC)
• Pay per lead (PPL)
• Pay per sale (PPS)
• Percentage of broadcast hours by genre
(news/sports/entertainment, etc.)
• Percentage of overhead (non-direct operating
costs) against total expenditure
• Referral rate ("send-to-a-friend")

FOOD SERVICE INDUSTRY

• Average revenue per guest • Front of house labor hours
• Average revenue per table • Food, dessert, and beverage sales per head
• Complaints per head • Front of house labor percentage
• Complaints per order • Linen costs
• Labor cost per guest • Number of customers
• Labor cost per table • Revenue per available seat hour
• Minutes per table turn • Seating efficiency
• Profit per table • Strike rate - Number of diners over number of
Restaurant occupying guests
• Total sales per head - Total sales divided by
• Customer satisfaction
the number of customers.

WAREHOUSING
• Planned inventory turns
• Planned cost of goods sold/planned inventory
value
• Planned margin
• Planned revenue - Planned costs
• Planned margin percentage
• Planned margin/planned revenue
• Planned on-time shipment
• Planned service level (% of shipments shipped
on time)
• Planned resource utilization
• Planned resource usage
• Product revenue
• Product sales revenue
• Product revenue backlog
• Value of booked order lines less returns plus
deferred revenue backlog (invoiced but not
recognized)
• Production value
• Value of work-in-process (WIP) completions
into inventory
• Production to plan rate
• Production standard value/planned standard
value
• Receipt to put-away
• Time elapsed from pick release to ship confirm
• Time elapsed from receipt
• Transit time
• Annualized inventory turns
• Annualized cost of goods sold (COGS)/average
daily inventory value
• Backlog value
• Value of open, not yet fulfilled, booked order
lines
• Book to fulfill ratio
• Booked order value/fulfilled value
• Book to ship days
• Average of shipped date - Firm date (booked
date used if no firmed date)
• Booked order value
• Booked order line value (not including returns)
• Claims percentage for freight costs
• Customer order promised cycle time
• Defects per million opportunities
• Inventory months of supply
• On-time line count
• On-time pickups
• Pick exceptions rate
• Percentage of picks with exceptions
• Pick release to ship

ALL ABOUT KPIs

References:

• kpidashboards.com
• klipfolio.com/resources/kpi-examples

ALL ABOUT KPIs