Table Of ContentAbout the author
Bernard Marr is a leading global authority and best-selling author on
organisational performance and business success. In this capacity he regularly
advises leading companies, organisations and governments across the globe,
which makes him an acclaimed and award-winning keynote speaker, researcher,
consultant and teacher. He is acknowledged by the CEO Journal as one of
today’s leading business brains.
Bernard is the author of The Intelligent Company, Managing and Delivering
Performance, Strategic Performance Management and More with Less:
Maximizing Value in the Public Sector.
Organisations he has advised include Accenture, Astra Zeneca, Bank of
England, Barclays, BP, DHL, Fujitsu, Gartner, HSBC, Mars, the Ministry of
Defence, the Home Office, the NHS, Orange, Tetley, Royal Air Force, Royal
Dutch Shell, among many others.
Prior to his role as CEO of the Advanced Performance Institute, Bernard held
influential positions at the University of Cambridge and at Cranfield School of
Management. Today, he also holds a number of visiting professorships and
serves on the editorial boards of many leading journals and publications
including the Business Strategy Series.
Bernard Marr’s expert comments on organisational performance are regularly
published in a range of high-profile publications including the Financial Times,
The Times, The Sunday Times, Financial Management, CFO Magazine and The
Wall Street Journal.
Contents
About the author
Introduction
PART ONE Financial perspective
1 Net profit
Why is this indicator important?
How do I measure it?
Cost/effort in collecting the data
Target setting/benchmarks
Tips/warnings
References
2 Net profit margin
Why is this indicator important?
How do I measure it?
Cost/effort in collecting the data
Target setting/benchmarks
Tips/warnings
References
3 Gross profit margin
Why is this indicator important?
How do I measure it?
Cost/effort in collecting the data
Target setting/benchmarks
Tips/warnings
References
4 Operating profit margin
Why is this indicator important?
How do I measure it?
Cost/effort in collecting the data
Target setting/benchmarks
Tips/warnings
References
5 EBITDA
Why is this indicator important?
How do I measure it?
Cost/effort in collecting the data
Target setting/benchmarks
Tips/warnings
References
6 Revenue growth rate
Why is this indicator important?
How do I measure it?
Cost/effort in collecting the data
Target setting/benchmarks
Tips/warnings
References
7 Total shareholder return (TSR)
Why is this indicator important?
How do I measure it?
Cost/effort in collecting the data
Target setting/benchmarks
Tips/warnings
References
8 Economic value added (EVA)
Why is this indicator important?
How do I measure it?
Cost/effort in collecting the data
Target setting/benchmarks
Tips/warnings
References
9 Return on investment (ROI)
Why is this indicator important?
How do I measure it?
Cost/effort in collecting the data
Target setting/benchmarks
Tips/warnings
References
10 Return on capital employed (ROCE)
Why is this indicator important?
How do I measure it?
Cost/effort in collecting the data
Target setting/benchmarks
Tips/warnings
References
11 Return on assets (ROA)
Why is this indicator important?
How do I measure it?
Cost/effort in collecting the data
Target setting/benchmarks
Tips/warnings
References
12 Return on equity (ROE)
Why is this indicator important?
How do I measure it?
Cost/effort in collecting the data
Target setting/benchmarks
Tips/warnings
References
13 Debt-to-equity (D/E) ratio
Why is this indicator important?
How do I measure it?
Cost/effort in collecting the data
Target setting/benchmarks
Tips/warnings
References
14 Cash conversion cycle (CCC)
Why is this indicator important?
How do I measure it?
Cost/effort in collecting the data
Target setting/benchmarks
Tips/warnings
References
15 Working capital ratio
Why is this indicator important?
How do I measure it?
Cost/effort in collecting the data
Target setting/benchmarks
Tips/warnings
References
16 Operating expense ratio (OER)
Why is this indicator important?
How do I measure it?
Cost/effort in collecting the data
Target setting/benchmarks
Tips/warnings
References
17 CAPEX to sales ratio
Why is this indicator important?
How do I measure it?
Cost/effort in collecting the data
Target setting/benchmarks
Tips/warnings
References
18 Price/earnings ratio (P/E ratio)
Why is this indicator important?
How do I measure it?
Cost/effort in collecting the data
Target setting/benchmarks
Tips/warnings
References
PART TWO Customer perspective
19 Net promoter score (NPS)
Why is this indicator important?
How do I measure it?
Cost/effort in collecting the data
Target setting/benchmarks
Tips/warnings
References
20 Customer retention rate
Why is this indicator important?
How do I measure it?
Cost/effort in collecting the data
Target setting/benchmarks
Tips/warnings
References
21 Customer satisfaction index
Why is this indicator important?
How do I measure it?
Cost/effort in collecting the data
Target setting/benchmarks
Tips/warnings
References
22 Customer profitability score
Why is this indicator important?
How do I measure it?
Cost/effort in collecting the data
Target setting/benchmarks
Tips/warnings
References
23 Customer lifetime value
Why is this indicator important?
How do I measure it?
Cost/effort in collecting the data
Target setting/benchmarks
Tips/warnings
References
24 Customer turnover rate
Why is this indicator important?
How do I measure it?
Cost/effort in collecting the data
Target setting/benchmarks
Tips/warnings
References
25 Customer engagement
Why is this indicator important?
How do I measure it?
Cost/effort in collecting the data
Target setting/benchmarks
Tips/warnings
References
26 Customer complaints
Why is this indicator important?
How do I measure it?
Cost/effort in collecting the data
Target setting/benchmarks
Tips/warnings
References
PART THREE Marketing and sales perspective
27 Market growth rate
Why is this indicator important?
How do I measure it?
Cost/effort in collecting the data
Target setting/benchmarks
Tips/warnings
References
