Text Box: BUSINESS METRICS

Gross margin compared to budget (%)

Sales Compared to Budget (%)

Expense decrease to budget (%)

Direct Cost to Budget (%)

No of customers (active) compared to last period (%)

Increase in Customers (active) compared to last period (%)

Increase in customer invoice value (%)

Average sale per customer in a (%) (month)

Average sale per customer in a (%) (year-to-date)

Average sale per customer in a (%) (compared to previous period)

Materials to sales (%) compared to last period

Labour to sales (%) compared to last period

Available billable time vs. Actual billable time

Revenue generated per employee per week, quarter, year

Revenue generated per employee to budget

Average sale per customer in a (%) (compared to previous period)

Materials to sales (%) compared to last period

Labour to sales (%) compared to last period

Text Box: KEY PERFORMANCE INDICES

FINANCE DEPARTMENT

Average monetary value of overdue invoices

Percentage of invoices overdue when paid

Percentage of accuracy of forecasts against accounts

Percentage of payments made late

and more...

PURCHASING DEPARTMENT

Percentage of deliveries made on time

Percentage of deliveries received on time

Number of deliveries involving incorrect quantities

Reduction in purchasing cost against quoted cost

and more...

HUMAN RESOURCES DEPARTMENT

Percent of days lost to sickness

Average length of staff retention

Number of applications to vacancies advertised

Hours of training and development provided

and more...

CUSTOMER SERVICES DEPARTMENT

Number of customer satisfaction surveys completed

Average customer retention figures

Number of complaints received

First Call Resolution rate (how many complaints were satisfactorily dealt with on the first call.

New customer retention rate

and more...

SALES & MARKETING DEPARTMENT

Number of client facing employees (%)

Market share (%)

Repeat business turnover/revenue (%)

Attrition or churn (%)

Satisfied customers (%)

and more...

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