KPI DICTIONARY


PERFORMANCE ALIGNMENT WORKSHOP

FOR PETROLINES COMPANIES

 KPI Dictionary

NO FUNCTIONS
1 GENERIC
2 FINANCE AND ACCOUNTING
3 HUMAN RESOURCE
4 SALES AND MARKETING
5 BUSINESS PLANNING AND PERFORMANCE MONITORING
6 BUSINESS DEVELOPMENT
7 INFORMATION TECHNOLOGY
8 ENGINEERING AND PROJECT MANAGEMENT
9 CONTRACT AND PROCUREMENT
10 OPERATIONS AND MAINTENANCE
11 TECHNICAL SERVICES
12 LOGISTICS
13 PUMP STATION OPERATIONS
14 HEALTH, SAFETY & ENVIRONMENT (HSE)
15 GENERAL ADMINISTRATION

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 KPI Dictionary

1. Generic
KPI Name KPI definition (Measurement)

% of meeting deadlines Percentage of time spent meeting deadlines divided by total deadlines within a time
frame
Average response time Response time divided by number of work within a time frame
Cycle time (Hours/Days) Cycle time (e.g. in days) from job acceptance until job done

Reduction in Cycle time Number of days/ Hours reduced due to process improvements
(Hours/ Days)
% of Attendance Percentage of attendance at specified individual/series of event/meeting

Cost Variance ($) Actual cost compared to budgeted cost

Cost savings ($) Amount saved due to innovation or improvements

Quality of work Meeting quality criteria/ index
(index or %)
Number of rework (#) Number of times the work need to be redone to meet specification

% of compliance Number of compliance against a certain procedures within a time frame

Number of improvements Number of improvements recommended and implemented

implemented (#)
Customer satisfaction Meeting customer satisfaction through surveys or customer feedback forms
index
Number of backlog Number of work not completed within the stipulated time frame

Accident Rate (%) Measuring the percentage of (within the Division/Organization) accidents per employee
during a period of time. Indicates the safety of the work environment

% Increase in output % increase in output/ service volume with the same number of manpower

Productivity ($ per staff) Revenue divided by total manpower

Training man days per staff Total number of training days divided by number of staff

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 KPI Dictionary

2. Finance & Accounting

KPI Name KPI definition (Measurement)

% of budget deviation Percent of budget deviation value compared to the total budget.
relative to total budget
Actual vs. budgeted cost ($) Difference between actual cost incurred against budget
Forecast accuracy of Actual budget (costs) relative to the established budget
budget ($)
Number of days to Measures efficiency of budgeting process, against last year and industry standard
close/finalize budget
(Number)
Time by which budget Measures efficiency of budgeting process, the earlier it is closed the faster the company
closed before year end can focus on the new strategies and initiatives for the coming year
(Time)
Accounts Days This measure shows how many days it takes for the company to collect on their credit
Receivable/Debtor days sales – against company policy, against last year, against industry standard
(Time)
% of overdue invoices Percentage of overdue invoices i.e. invoices that have not been paid before their
payment date.
Average monetary value of Average monetary value of overdue invoices.
overdue invoices
% of disputed accounts Disputed accounts receivables as a percentage of total accounts receivables
receivables against total
accounts receivables
% of bad debts against Percentage of bad debts against invoiced revenue.
invoiced revenue
Accounts Days This measure shows how many days it takes to pay accounts payable. A company’s
Payable/Creditor days average payable period – against company policy, against last year
(time)

Cycle time to resolve an Average cycle time (e.g. in days) to resolve invoice errors.
invoice error (Time)

Discounts gained/lost from Value of discount

early/late payment ($)

% of customer billing errors Percentage of customer billing errors.

Average travel costs per Average travel costs per employee

employee (%)

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 KPI Dictionary

KPI Name KPI definition (Measurement)

Cycle time for expense Cycle time in days to approve and make reimbursement
reimbursements (Time)

Average value of expense Average value of expense claims.

claims ($)

Average number of Average number of expense claims per employee

expense claims per
employee (number)

% of tax statements filed Percentage of tax statements filed in-time.

in-time/Timeliness of tax
filing

% of overdue tax Percentage of overdue tax statements; either not filed in-time or not paid in-time.
statements

% of taxes paid in-time Percentage of taxes paid in-time.

Average overdue time of Average overdue time (e.g. in days) of tax statement filing.
tax statement filing
Accuracy of recorded fixed Fixed asset acquisitions are accurately recorded.
assets (Ratio)
% of fixed asset disposals Percentage of fixed asset disposals that are recorded.
that are recorded
% of fixed asset Percentages of fixed asset acquisitions are recorded in the appropriate period.
acquisitions are recorded in
the appropriate period
% of non-valid changes to Percentages of non-valid changes that are made to the fixed asset register and/or
the fixed asset register master file.
% of fixed asset disposals Percentage of fixed asset disposals that are recorded in the appropriate period.
recorded in the appropriate
period
% of depreciation charges Percentage of depreciation charges that are accurately calculated and recorded.
accurately calculated and
recorded

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KPI Name
% of fixed asset disposals
accurately calculated and
recorded
% of depreciation charges
recorded in the appropriate
period
Accuracy of changes to the
fixed asset register
Depreciation to Fixed
Assets ratio
Cycle time for periodic
closing of accounts (Time)
Accuracy of financial
statements
Average cost of rework due
to inaccuracy
Delay in submission/issue
of financial statements
Timeliness in submission of
statutory returns
Expense Coverage Days
Accounting Expense as a %
of revenue and against
budget
Auditors Expense as a % of
revenue and against
budget
Operating margin (%)
EBITDA
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KPI Dictionary
KPI definition (Measurement)
Percentage of fixed asset disposals that is accurately calculated and recorded.
Percentage of depreciation charges that are recorded in the appropriate period.
Percentage of changes to the fixed asset register and/or master file that is accurate.
Depreciation to Fixed Assets ratio measures how diligently the company is replacing its
old fixed assets with replacements.
The time taken in days to close the accounts (monthly, quarterly, annually)
Qualitative measure of accuracy against agreed criteria
Measures cost in terms of money due to rework
Measures the number of days over and above the agreed deadline
Instances wherein statutory returns are submitted within the prescribed time
Expense Coverage Days estimates the number of days that a company can pay for its
business operations with cash and other liquid assets.
Accounting Expense as a percentage of revenue
Auditor’s fee as a percentage of revenue
Operating Margin equals Operating Income divided by Revenue, expressed as a
percentage. The percentage represents the amount of each dollar of Revenue that
results in Operating Income.
Earnings before interest, taxes, depreciation and amortization (EBITDA) can be used to
evaluate a company’s profitability. EBITDA= Operating Revenue – Operating Expenses +
Other Revenue.
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 KPI Dictionary

KPI Name KPI definition (Measurement)

Equity ratio Financial indicator expressing the ratio of shareholders’ equity to total assets
Internal Rate Of Return The internal rate of return (IRR) is a capital budgeting metric used by firms to decide
(IRR) whether they should make investments. It is an indicator of the efficiency of an
investment (as opposed to NPV, which indicates value or magnitude)

Gearing Ratio of net debt to equity

Net present value (NPV) Net present value (NPV) is a standard method for the financial appraisal of long-term
projects. Used for capital budgeting, and widely throughout economics, it measures the
excess or shortfall of cash flows, in present value (PV) terms, once financing charges are
met

Internal financing ratio Financial indicator expressing the degree to which capital expenditure was financed
from the cash flow generated
Cost Income Ratio Ratio expressing a company’s cost effectiveness which sets operating expenses in
relation to operating income. Expressed as a percentage

Return on capital employed It is commonly used as a measure for comparing the performance between businesses
(ROCE) (Scores) and for assessing whether a business generates enough returns to pay for its cost of
capital. A simple calculation is Operating Income/profit divided by Capital

Cash Flow Return on This is similar to ROI/ROCE, but the only difference is CASH is used in place of Profit. It is
Investment (CFROI) ($) calculated as Free cash flow divided by Investment/Total Assets

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 KPI Dictionary

3. Human Resource
KPI Name KPI definition (Measurement)

Average number of training Total number of training hours or days divided by the number of employees (in FTE)
hours or days per
employee (#)
Revenue per employee (or Average revenue divided by number employee (or FTE)
Full Time Employment) ($)

Average training costs per Cost of training per employee (in FTE) divided by the number of employees (In FTE)
employee ($)

Staff / Personnel turnover Number of employee departures divided by the average number of staff employed.
(%) Interpretation: High staff turnover may indicate loss of knowledge, and higher costs in
recruitment to fill open positions

% of vacant positions Number of job vacancies divided by the total number of positions

% of sick days (illness rate) Number of sick days (in hours) relative to the total number of work days (in hours)

Average tenure per Total tenure of employees (e.g. in years) divided by the number of employees.
employee (Years) (Average tenure per employee gives an indication of experience)

Average time to recruit The average time it takes from having a job vacancy to fulfilling the open position

Attraction rate: Average Average number of persons that have been interviewed for open job positions within a
number of interviewees for given measurement period
open job positions

Average cost to recruit per Average costs of recruitment per job position. Total cost of recruitment within
job position ($) measurement period divided by the number of job positions in that period

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KPI Name
Absence rate %
Overtime rate (Ratio)
% of HR budget spent on
training
% of new hire retention
% of employees receiving
regular performance
reviews
Average overtime hours
per person (Time)
% of roles with
documented position
descriptions
Recruitment so
source ratio
Talent Retention
Percentage
Average response time for
routine HR inquiries (Time)
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KPI Dictionary
KPI definition (Measurement)
Percentage of days that employees are absent from work.
(Number of days absent) percentage of [(Average number of employees) x (number of
workdays)]
The overtime rate calculates the ratio between employee overtime with the planned
working times in a specific time period.
[Employee planned time + overtime] divided by [employee planned time]
Percentage of Human Resources budget spent on training. [HR budget for training]
percentage of [total HR budget]
Percentage of new hire retention after certain period (e.g. 12 months). Number of new
hires that still work for the company versus the total number of hires.
Percentage of employees receiving regular performance and career development
reviews.
[total performance and development reviews] divided by [total employee] * 100
Average overtime hours per person.
(Low number is indicator or proper scheduling and reduces opportunity of human
fatigue related events)
Percent of roles with documented position and authority descriptions.
[number of roles documented] percentage of [total number of roles]
Ratio between internal versus external recruits.
[number of external recruits] divided by [number of internal recruits]
Determine the number and details of the top talents in your company, and then
monitor how well your company is retaining them by measuring the turnover
percentage from this group of top talents. If the percentage is high then you know your
retention scheme involving reward and career progression/development programmer
is not working effectively
Average response time for routine HR inquiries
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KPI Name
Ratio between internal
promotions and external
hires for open functions
% of attendees at training
sessions
Administration cost per
employee ($)
Employee Engagement %
Job satisfaction (index)
Number of HR litigation
cases successfully won
Human Capital ROI
Employer satisfaction
(index)
% of completed reports
(e.g. employee probation,
performance)
Human Capital Value
Added ($)
% of annual appraisals still
open
Effectiveness of Policies &
Procedures
Implementation
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KPI Dictionary
KPI definition (Measurement)
This ratio measures how many people already working at a company are considered for
internal promotion versus the number of externally attracted people. Interpretation:
In essence this is an important KPI for Human Capital Management; if an employee can
‘grow’ internally, this will increase overall satisfaction levels
Percentage of attendees at training sessions.
[number of attendees] percentage of [total planned/invited number of attendees]
Administration cost per employee
% of employees that are “Engaged” as determined by a workforce engagement survey.
This differs from employee “satisfaction”. An employee may be satisfied, (i.e. perceived
to be treated well) but not aligned with the goals/values of the organization
Job satisfaction score of employees measured by surveys
Number of cases successfully won where HR advice has been sought and followed end
to end
Human Capital ROI, Revenue – (Operating Expense – [Compensation cost + Benefit
cost +?]) / (Compensation cost + Benefit cost)
Employer satisfaction rate based on periodic surveys of employees
Percentage of employee probation reports completed x time (e.g. 1 week) before the
due date
Human Capital Value Added, Revenue – (Operating Expense – ([Compensation cost +
Benefit Cost]) / Total Number of FTE
Percentage of not finalized appraisals compared to overall # of appraisals. The lower,
the better
Audit the implementation of policies and procedures, each policy and procedures can
score between say 0 to 5 to describe the level of implementation. A score of 5 means
the policy/procedure is fully implemented and zero means nothing is done.
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KPI Name
Average sales ($)
Market share
Gross Margin as a % of
selling price
Customer satisfaction
Index
Customer loyalty (index)
(%)
% of sales revenue via
partner channel (%)
Debtors Sales Outstanding
(DSO) (Time)
Marketing cost per Lead ($)
Average number of
accounts per account
manager
Revenue per Contract ($)
Customer perception
Number of deals in the
pipeline (number)
YOY sales growth (%)
% of new revenue
Marketing expenses ($)
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KPI Dictionary
4. Sales and Marketing
KPI definition (Measurement)
Total sales for a given period divided by the number of customers or transactions for
the same period
Percentage of sales relative to the size of the market
Gross Margin expressed as a percentage of the Selling Price
Qualitative measure based on survey on agreed criteria; measured as a percentage
against total customer base
Customer loyalty is used to describe the behavior of repeat customers, as well as those
that offer good ratings, reviews, or testimonials. Ratio of highest customer ratings over
total customer ratings for Satisfaction/Repurchase/Recommend.
Percentage of sales revenue via partner channel / indirect channel.
Days it takes to pay for credit sales. Ending Total Receivables /Credit Sales for period X
Number of days in period.
The total cost associated with marketing to and attracting target market/customer,
divided by the number of new subscribers or leads or prospects that resulted from that
marketing. Formula:
[total marketing costs] divided by [total number of leads]
Average number of accounts per account manager. Formula:
[total number of accounts] divided by [number of account managers]
Average Revenue per contract signed
Qualitative measure based on feedback by customers on selected criteria
Number of deals in the sales pipeline.
Year over year growth for a measure (such as revenue, cost, margin etc.).
The percentage of new revenue generated for the company in a month/quarter/year
Marketing expenses (costs) within measurement period
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 KPI Dictionary

5. Business Planning and Performance Monitoring

KPI Name KPI definition (Measurement)

Quality of facilitation of Qualitative measure based on feedback on selected criteria

strategic plan workshops
Comprehensiveness of Qualitative measure based on feedback on selected criteria to ensure all relevant
information and analyses information, data, analyses are utilised
Acceptance of business Measure of quality and relevance/criticality
plan, % of
recommendations on
strategy/strategic
initiatives accepted
Timeliness of submission of Measure of efficiency of business plan process coordination
business plans/cycle time
of business plan process
Accuracy of consolidation Accuracy
of budget
No of rework/revision to Measure of accuracy and quality
business plan and budget
% of performance Percentage of critical performance gaps/issues
gaps/issues highlighted to
management/relevant
business
Quality and Qualitative measure based on feedback on selected criteria to ensure all relevant
comprehensiveness of information, data, analyses are utilised
performance report
% of performance issues Time taken to undertake the necessary processes to open new account. This includes
resolved credit evaluation, documentation etc.

Timeliness of performance Measure of efficiency of follow up to resolve performance issues.

issues resolved

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 KPI Dictionary

6. Business Development
KPI Name KPI definition (Measurement)

Opportunities/Leads Identification of potential leads

identified
Level of bidding Number and quality of bids submitted
participation

% of bids accepted Percentage of submitted bids accepted

No of project proposals Measures early efforts of business development

received and evaluated
Quality of project Measures quality of evaluation along set criteria e.g. comprehensiveness of
evaluation information, timeliness of proposal, accuracy of information, relevance of proposal etc.

Cost of business Actual cost incurred on identified expenses vs. budget

development activities ($)

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 KPI Dictionary

7. Information Technology

KPI Name KPI definition (Measurement)

System Availability % of time against budget system is stable
Number of system downtime in a specified period

Problem Management No. of problems resolved within the agreed SLA

No. of outstanding problems unresolved after specified period

Backup & Recovery % No. of successful back-up

No. of recovery test conducted
No. of successful application/software recovery/restored over number of
requests
Application/System % of No. of users who rated a satisfactory application performance in
Development term of meeting users' needs
No. of application enhancement request resolved/delivered within the
agreed SLA
No. of major applications errors detected after implementation
No. of application/software installation/roll-out completed within agreed
time frame.
No. of documentation (application, system user guide, user guide training)
updated to reflect new enhancement.
No. of revision made before acceptance of users (documentation,
conceptual design, training guide, application, etc...)
Help Desk and customer Customer/end user satisfaction survey
services No. of service requests delivered within deadline as agreed with the users
Secured Environment No. of fraud calls discovered per month/quarter
No. of virus proactively detected
No. of virus attacks
Cost of managing IT for Actual cost of IT related rectifications against budget cost for specified
company ($) time period

Average IT costs ($) IT related costs over revenue of company

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KPI Name
% of meeting project
milestone
Cost overrun (%)
% of project milestone
missed
Cost saving ($)
Project lost time injury (LTI)
Quality Standards index/ %
Quality Control Index
Number of Non -
Conformance
Effective Document control
% of compliance by vendor
% of Maintenance cost on
ROA
Critical equipment
reliability
Mean time between failure
Number of unscheduled
downtime
Maintenance back log
% of rework
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KPI Dictionary
8.Engineering & Project Management
KPI definition (Measurement) Preferred Measurement
Number for milestones met divided by project planned milestone
Actual Cost divided by Budgeted cost
Measures the percentage of milestones missed during the project out of the total
number of project milestones
Cost saved due to efficient project management; difference between actual cost and
budgeted cost
Number of man—hours lost due to injury divided by total man-hours for the project
within a time frame
Meeting quality standards
Procedures/ Activities following the quality standards
Number of non-conformance reported not following the standard procedures
Conformance to document control process
Monitoring the vendor /subcontractor deliverables by measuring compliance against the
standard procedures/ outcome
Maintenance cost as a percentage of return on asset
Number of times/ days critical equipment failure over total production time/days
Amount of time taken between one failure to the next
Number of unscheduled maintenance related downtime
Percentage of work orders delayed
Percentage of work orders in ‘Rework
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KPI Name
% Delivery deadlines met
% of work orders
completed within required
time/standard/benchmark
Equipment performance
% of timely production of
management report
Number of project issues
identified
% of project issues resolved
on time
% of project resource
utilization
Actual cost of work
performed
Cost of rectifying major
defects
Number of third party/
nonconformance identified
during inspection
Number of total project
delay
Number of initiatives
introduced for
improvements
Cost variance
% project schedule
variance
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KPI Dictionary
KPI definition (Measurement)
Measures the percentage of service delivery request that were met on time out of the
total delivery requests.
% of work orders should completed within standard/benchmark time
Measures the performance output of an equipment in output volumes level
Measures the percentage of management reports produced on time out of the total
management reports due.
Measures the number of new project issues that are identified and need to be addressed
after the initiation of the project.
Number of project issues resolved divided by number of project issues identified within a
stipulated time frame
Measures the percentage of resources dedicated for the project, expressed in man-hours
that are actually used out of the total resources allocated.
Measures the actual amount of money spent for accomplishing the work scheduled to be
performed for project completion.
Measures the percentage of money from the total project completion cost incurred for
rectifying major defects.
Measures the number of non-conformities ranging from the production / project
methodology process to the compliance with the quality standards found during an
inspection to a third party / vendor location.
Measures the total delay of the project by summing the delays registered in each of the
stages of project implementation.
Measures the number of new initiatives introduced during the project with the purpose
to improve the quality of the project and its process implementation.
Measures the difference between the budgeted cost of work performed and actual cost
of work performed, as being under or above budget.
Measures the variance in terms of schedule, indicating how much percentage of work is
yet to be completed as per project schedule.
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KPI Name
Average time to procure
(Days)
% of invoices disputed
Cycle Time of Purchase Order
(Days)
% of time sheets in need of
correction/validation
% of procurements in
compliance with standing
procurement policies and
procedures
% of payable invoices without
purchase order
% of emergency purchases
% On Time In Full (OTIF)
% On-Time Delivery, Commit
Date, Supplier
Average time to complete
tendering/bidding (Days)
Average number of
modifications to orders
% of RFPs that needed to be
improved based on supplier
responses
Average number of responses
received to RFPs
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KPI Dictionary
9. Contract and Procurement
KPI definition (Measurement)
Average time to procure an item. Time lag between request for procurement
and signing of contract or purchase.
(Total procurements) divided by (Total time taken for procurements)
Percentage of invoices disputed.
[Invoices disputed] percentage of [total invoices]
No of days taken to prepare a Purchase order and submitted to Supplier
Percentage of time sheets in need of correction and/or validation by submitter.
[Time sheets in need of correction] percentage of [total time sheets]
Percent of procurements in compliance with standing procurement policies and
procedures.
Percentage of payable invoices that have not been matched to a purchase
order.
Percentage (%) of emergency purchases done over a month / period to the
total purchases during the same period.
OTIF measures the success at delivering exactly what the customer ordered on
the day it was supposed to be delivered.
On-time delivery – % of deliveries that are on time
The average amount of time (e.g. in days) between the start of a
tendering/bidding procedure and the closure of the tendering/bidding process.
Average number of modifications to orders for orders within measurement
period.
Percentage of Request for Proposals (RFP) that needed to be improved based
on supplier responses.
Average number of responses received to Request for Proposals (RFP).
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KPI Name
% of user complaints due to
contracted services
Frequency of Supplier
Performance Analysis
(Months)
% of standard tender/bid
procedures
% of total procurement spend
onshore
% of total procurement spend
offshore
Procurement operating
expense as % of total project
budget
% of direct materials sourced
nationally
% of direct materials sourced
internationally
% of supplier agreements and
licenses up to date
% spend on one off contracts
(purchase orders)
Purchase Order Accuracy (%)
Cycle Time, Requisition to
Purchase Order (Hours/ Days)
% of overdue purchase order
requests
% of purchase order requests
handled within agreed upon
time-frame
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KPI Dictionary
KPI definition (Measurement)
Percentage of user complaints on contracted services as a percentage of all
user complaints.
Time period within which analysis of the supplier performance is redone. May
vary by supplier and commodity category.
Percentage of biddings following the standard tender/bid procedure.
Percentage of total procurement spends onshore.
Percentage of total procurement spend offshore
Procurement operating expense as a percentage of totals budget/spend
Percentage of direct materials sourced nationally.
Percentage of direct materials sourced internationally.
Percentage of supplier agreements and licenses up to date.
Percent of purchase spend through one-time contracts (purchase orders).
Percentage of purchase orders with line item, pricing, supplier data, quantity or
delivery date and address errors over total number of purchase orders per
period of time. Can be different for different buying channels.
Total elapsed time to generate a structured or buyer assisted PO from the
moment requisition has been received to the moment purchase order has been
released.
Percentage of overdue purchase order requests.
Percentage of purchase order requests handled within agreed upon time-frame
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KPI Name
Average number of purchase
order requests per handler
% Backlog of purchase order
requests
Total negotiated cost
reduction savings ($)
Procurement Savings
Contribution ($)
Average handling time of
purchase order requests
(Time)
Out of stock due to lack of
raw materials (#)
Contract Compliance
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KPI Dictionary
KPI definition (Measurement)
Average number of purchase order requests per handler.
Number of open purchase order requests older than 28 days (or any other
given time frame) relative to all open requests.
Total negotiated cost reduction savings during the procurement process within
the measurement period.
Year over year procurement savings contribution
Average handling time of purchase order requests.
Number of out of stock of finish products due to lack of raw materials by
suppliers
Measures compliance to contract service level agreements (SLA’s), contract
terms and conditions, and pricing agreements. This metric is used to benchmark
suppliers compliance to the standards they have negotiated
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 KPI Dictionary

10. Operations and Maintenance

KPI Name KPI definition (Measurement)

Maintenance budget vs Amount budgeted for maintenance against capital cost of equipment
capital cost ($)

Maintenance budget variance Actual amount spent on maintenance related activities vs budget
($)

Downtime days Number of days/period when equipment/facility is non-operational

Unscheduled maintenance Maintenance days over preventive maintenance scheduled

% of emergency work done Percentage of emergency work in a specified period

Overall utilization rate Percentage of utilization of facility

Overall Equipment Measure of effectiveness of equipment operation; percentage of downtime

Effectiveness against utilisation
Repair Turnaround Time The time taken from start of repair until equipment is operational/fixed

Mean Time between Failure The time calculated between one failure of equipment to the next; The longer
the time the better
Engineering Response Time Measure of time of response to request to fix/repair

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 KPI Dictionary

11. Technical Services

KPI Name KPI definition (Measurement)

Quality of data collection Qualitative measure of data collection against agreed criteria

Timeliness of data Measure of efficiency of data collection process

collection
Timeliness and Quality of Measure of efficiency and quality of data processing and loading
data processing and
loading
Satisfaction of end user Measure end user satisfaction/acceptance based on feedback

Turnaround time for end Efficiency of providing service to end user

user request on service

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 KPI Dictionary

12. Logistics

KPI Name KPI definition (Measurement)

Average delivery lead time Average time taken from order processing to delivery

Order fulfillment rate Rate to meet order as per requested

Total stock days Number of days of inventory available before the next order/hitting buffer level

Supply cost ($)

- Total cost Total cost of supplying the product; Average cost incurred to supply; Cost as a
- Average cost percentage of revenue, Variance of actual cost against budget
- Cost/Revenue
- Variance
Demurrage Cost Cost of delay/penalty incurred due to delay of loading and unloading.

Liftings rate Rate (Days, Period) of products delivered from source (pipeline, ships, tank
trucks)

Pipeline volume transfer Plan vs Actual transfer (pumped volume)

Pipeline operations Measure of uptime/downtime for pipeline performance

Delay in transfers Measure in days of delay for product transfers

Number of stock outs Number of times when stock is unavailable/insufficient

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 KPI Dictionary

13. Pump Station Operations

KPI Name KPI definition (Measurement)

Throughput per station Amount of fuel sold in a given period

Opex/litre($) Operating expense per litre of sales

Gross margin per litre($) Gross margin generated for every litre of sales

Opex savings($) Amount of opex saved in a specified period against budget/target

HSE Index Measure of HSE compliance based on a combination of key HSE areas

Operational Efficiency Index Measure of operational excellence based on a combination of key operational
areas

Customer Satisfaction Index Measure of customer satisfaction for PETCO fuel and product offering

Number of stock outs Number of times when there is insufficient/no fuel at pump station

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KPI Name
LTI F
(Loss Time Incident
Frequency)
Fatality
Number of Safety
Employee Concerns
(number)
Health and safety
prevention costs per FTE
(Full Time Employment) ($)
Accident Rate (%)
% Safety Meeting
Attendance
% of completed fire &
safety inspection
% of Safety Inspections
done
% of employees wearing
prescribed PPE
% of corrective actions
completed within planned
time-frame
Safety Audit score
Safety attitude score
Frequency of senior
manager plant tours
(Time ( Days ))
Number of near misses
(Number )
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KPI Dictionary
14. HSE
KPI definition (Measurement)
Frequency of loss time over a specified period
Number of fatal accidents over a specified period
Low number indicates effective corrective action process within the work group
Health and safety prevention costs per FTE
Measuring the percentage of (within the Division/Organization) accidents per employee
during a period of time. Indicates the safety of the work environment
Percentage of attendance at environmental health and safety (EHS) committee
meetings
Percentage of completed fire protection system inspection as an indicator of a
criticality to safety maintenance program
Percentage of Safety Inspections done Over Inspections due as an indicator of a healthy
safety program
Percentage of employees wearing prescribed Personal Protection Equipment (PPE) as
an indicator of safety culture
A measure of proper resource allocation and top management commitment to safety
Measure of safety performance against a given dimension/area
Measure of safety performance against a given dimension/area. Measure of
employee’s emphasis on safety at work
Demonstrates high priority to safety
Leading indicator to judge safety program openness and effectiveness
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 KPI Dictionary

KPI Name KPI definition (Measurement)

Number of formally raised Low number indicates effective corrective action process within the work group
safety-related employee
concerns (Number )
% of staff with adequate Percentage of staff with adequate occupational health and safety (OHS) training.
OHS training

Total of man-hours in Total of man-hours in safety and health training

safety and health training

Number of safety Number of safety inspections for month/specified period

inspections
Number of non- Number of non-conformance with legal or internal standards in safety inspections
conformance with legal or
internal standards in safety
inspections
Number of solved safety Number of solved safety non-conformances for month
non-conformances
Cost of solved safety non- Cost of solved safety non-conformances for month.
conformances ($)
% of personnel trained in Percentage of personnel trained in safety, security and facilities measures. Formula:
safety, security and [number of personnel trained] percentage of [total number of personnel]
facilities measures

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 KPI Dictionary

15. General Administration

KPI Name KPI Definition (Measurement)
Generic Number of complaints/compliments

Meeting end-users requirements: -

— Timeliness as per schedule
— Cost of rework
Number of failures in office facilities

Efficient reception and telephony services

Facility Management Number of HSE non-compliance per year

Meeting all HSE guidelines/timelines/documentation/procedural

requirements
Meeting all scheduled maintenance initiatives as at when due (number and
degree of deviations

Number/cost/quality/timeliness of reactive maintenance done

Number/cost/timeliness/quality of planned upgrades carried out

Number/cost of planned upgrades not done

Ratings on customer satisfaction indices

Percentage of budget utilized for facility management

Percentage of budget utilized against total budgeted for facility

management

Optimal space utilization

Percentage of user requirements met/exceeded by technical specifications

Number of renovations undertaken/re-imaging of new and joint venture

offices

Verifying/analyzing all claims and invoicing regarding facilities—error rate,

losses incurred, feedback on advice given

Number/value/accuracy of asset disposals implemented

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 KPI Dictionary

KPI Name KPI Definition (Measurement)

Security Number of security complaints per month

Number of illegal entries per month

Number of theft incidents per month

Number of threats received per month

Number of cases investigated vs. cases reported

Number of cases resolved vs. cases investigated

Number of security awareness training conducted

Response time towards requests

Number of criminally-related damages per month

Value of losses per month

Value of losses recovered vs. value of losses recorded

Value of losses prevented

Number of security consultancy/advice given per month

Number of security risk incident mitigated

Number of preventive security programs conducted per month

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