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Sobre a importância em Geral do uso de um sistema de KPI já relatei no
passado aqui no linkedin ( e no meu blog
http://mhofrichter.blogspot.com.br/ , onde , além
de artigos sobre assuntos de Lean Manufacture e de KPI publico vagas para
diversas áreas ).
no post
KPI - Caixa de Ferramentas, Parte I de VI
mencionei 18 Indicadores da área financeira – posteriormente irei
detalhar um por um em posts separados.
Hoje divulgo mais 57, começando pela área de
CLIENTES:
Net Promoter Score (NPS)
Customer Retention Rate
Customer Satisfaction Index
Customer Profitability Score
Customer Lifetime Value
Customer Turnover Rate
Customer Engagement
Customer Complaints
Mercado e Atividades de Marketing:
Market Growth Rate
Market Share
Brand Equity
Cost per Lead
Conversion Rate
Search Engine Rankings (by keyword) and click-through
rate
Page Views and Bounce Rate
Customer Online Engagement Level
Online Share of Voice (OSOV)
Social Networking Footprint
Klout Score
Performance operacional:
Six Sigma Level
Capacity Utilisation Rate (CUR)
Process Waste Level
Order Fulfilment Cycle Time
Delivery In Full, On Time (DIFOT) Rate
Inventory Shrinkage Rate (ISR)
Project Schedule Variance (PSV)
Project Cost Variance (PCV)
Earned Value (EV) Metric
Innovation Pipeline Strength (IPS)
Return on Innovation Investment (ROI2)
Time to Market
First Pass Yield (FPY)
Rework Level
Quality Index
Overall Equipment Effectiveness (OEE)
Process or Machine Downtime Level
First
Contact Resolution (FCR)
Funcionários e Performance
relacionada:
Human Capital Value Added
(HCVA)
Revenue Per Employee
Employee Satisfaction Index
Employee Engagement Level
Staff Advocacy Score
Employee Churn Rate
Average Employee Tenure
Absenteeism Bradford Factor
360-Degree Feedback Score
Salary Competitiveness Ratio (SCR)
Time to Hire
Training Return on Investment
Indicadores ambientais e
Performance de sustentabilidade social:
Carbon Footprint
Water Footprint
Energy Consumption
Saving Levels Due to Conservation and Improvement
Efforts
Supply Chain Miles
Waste Reduction Rate
Waste Recycling Rate
Product
Recycling Rate
Ao longo das próximas semanas, haverá um
detalhamento para cada um desses 75 indicadores, com exemplos.
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