Table of Contents

Title Page 2
Table of Contents 4
Dedication 22
Introduction 23
PART ONE Financial perspective 1 27
1 Net profit 28
2 Net profit margin 33
3 Gross profit margin 36
4 Operating profit margin 40
5 EBITDA 43
6 Revenue growth rate 47
7 Total shareholder return (TSR) 51
8 Economic value added (EVA) 54
9 Return on investment (ROI) 59
10 Return on capital employed (ROCE) 64
11 Return on assets (ROA) 69
12 Return on equity (ROE) 73
13 Debt-to-equity (D/E) ratio 77
14 Cash conversion cycle (CCC) 82
15 Working capital ratio 88
16 Operating expense ratio (OER) 93
17 CAPEX to sales ratio 97
18 Price/earnings ratio (P/E ratio) 101
PART TWO Customer perspective 105
19 Net promoter score (NPS) 106
20 Customer retention rate 113
21 Customer satisfaction index 119
22 Customer profitability score 124
23 Customer lifetime value 130
24 Customer turnover rate 136
25 Customer engagement 141
26 Customer complaints 146

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PART THREE Marketing and sales perspective 152
27 Market growth rate 153
28 Relative market share 157
29 Brand equity 163
30 Cost per lead 168
31 Conversion rate 173
32 Search engine rankings (by keyword) and click-through rate 178
33 Page views and bounce rates 183
34 Customer online engagement level 189
35 Online share of voice (OSOV) 195
36 Social networking footprint 200
37 Klout score 206
PART FOUR Operational processes and supply chain
210
perspective
38 Six Sigma level 211
39 Capacity utilisation rate (CUR) 216
40 Process waste level 220
41 Order fulfilment cycle time (OFCT) 225
42 Delivery in full, on time (DIFOT) rate 229
43 Inventory shrinkage rate (ISR) 234
44 Project schedule variance (PSV) 238
45 Project cost variance (PCV) 242
46 Earned value (EV) metric 246
47 Innovation pipeline strength (IPS) 251
48 Return on innovation investment (ROI) 256
49 Time to market 261
50 First pass yield (FPY) 266
51 Rework level 270
52 Quality index 275
53 Overall equipment effectiveness (OEE) 280
54 Process or machine downtime level 286
55 First contact resolution (FCR) 290
PART FIVE Employee perspective 296
56 Human capital value added (HCVA) 297
57 Revenue per employee (RPE) 302

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 58 Employee satisfaction index 307
59 Employee engagement level 313
60 Staff advocacy score 318
61 Employee churn rate 323
62 Average employee tenure 328
63 Absenteeism Bradford factor 332
64 360-degree feedback score 337
65 Salary competitiveness ratio (SCR) 343
66 Time to hire 347
67 Training return on investment 351
PART SIX Corporate social responsibility perspective 358
68 Carbon footprint 359
69 Water footprint 365
70 Energy consumption 370
71 Savings levels due to conservation and improvement efforts 374
72 Supply chain miles 378
73 Waste reduction rate 382
74 Waste recycling rate 387
75 Product recycling rate 391
Index 395
Endorsements 407
Imprint 409

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