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

SALES
• Actual calls meetings, etc.) to close • Closing ratio
• Actual sales value versus a deal • Customer acquisitions
initial bid • Average price discount costs as a percentage of
• Age of sales forecast per product sales value
• Average administrative • Average price discount • Customer churn ratio
time per salesperson per salesperson • Customer loyalty
• Average deal size • Average revenue per • Customer purchase
• Average number of product frequency
activities (calls, • 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) • Response rate
• Number of article placements in trade • Return on investment (ROI) of brand
magazines • Return on marketing investment (ROMI)
• Number of client visits • Revenue generation capabilities of brand
• Number of product focus groups conducted • Staying in budget
• Number of customer satisfaction surveys • Target rating point
administered • Total cost of customer acquisition
• Number of placements in trade magazines • Transaction value of brand
• Number of trade shows attended / • Website hits
participated in • Website leads generated
• % of customers willing to promote your
product/service

INFORMATION TECHNOLOGY
• Account create success • % of security update restarts within
• Account termination success maintenance window
• Active directory performance index • % successful remote access server (RAS)
• Alert-to-ticket ratio connections
• Average data centre availability • Phone answer service level
• Call centre PBX availability • Priority 1 and priority 2 network incidents
• Campus PBX availability meeting SLA
• Customer connection effectiveness • Product adoption status and compliance
• Data centre capacity consumed • Restore success rate
• Email client availability • Server growth rate
• Exchange server availability • Server manageability index
• Incidents from change • Service desk client satisfaction - Percentage
• Internet proxy performance dissatisfied
• Network availability - High availability sites • Service desk tier 1 resolution rate
• Network availability - Standard sites • Service desk time to escalate
• Network manageability index • Service desk time to resolve
• No problem found/duplicate tickets • Storage utility service availability
• Percentage of branch office backup success • Storage utility utilization
• % of IT managed servers patched at deadline • Virtual machine provisioning interval
• % of production servers meeting software • Virtual server utility availability
configuration standards • Web server availability

ALL ABOUT KPIs

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

ALL ABOUT KPIs

 • Unused capacity expenditures • Utilization

CONSTRUCTION
• Number of accidents • Time to rectify defects
• Number of accidents per supplier • Cost predictability - Construction
• Actual working days versus available working • Cost predictability - Construction (client
days change orders)
• Cash balance - Actual versus baseline • Cost predictability; Construction (project
• Change orders - Clients leader change orders)
• Change orders - Project manager • Cost predictability - Design
• Client satisfaction - Client-specified criteria • Cost predictability - Design and construction
• Client satisfaction product - Standard criteria cost to rectify defects
• Client satisfaction service - Standard criteria • Customer satisfaction level
• Cost for construction • Day to day project completion ratio - Actual
• Time for construction versus baseline
• Time predictability - Construction (client • Fatalities
change orders) • Interest cover (company)
• Time predictability - Construction (project • Labor cost - Actual versus baseline
leader change orders) • Labor cost over project timeline
• Time predictability - Design • Liability ratio (over asset) on current versus
• Time predictability - Design and construction completion comparison
• Time taken to reach final account (project) • 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 • Life cycle cost per reading
• Cost per customer • Pay per click (PPC)
• Cost per lead, prospect, or referral • Pay per lead (PPL)
• Cost per production hour • Pay per sale (PPS)
• Cost per viewer/listener • Percentage of broadcast hours by genre
• Cost per visitor (news/sports/entertainment, etc.)
• Cost per action (CPA) • Percentage of overhead (non-direct operating
• Cumulative audience sessions costs) against total expenditure
• Delivery rate (emails sent, bounces) • Referral rate ("send-to-a-friend")
• Gross ratings points

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

ALL ABOUT KPIs

References:

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

ALL ABOUT KPIs