This document provides examples of Key Performance Indicators (KPIs) that can be used to measure performance across different departments in an organization. It lists sample KPIs for executive management, sales, operations & IT, marketing, finance, product development, customer service, and human resources. Departments should select relevant KPIs to track and assign responsibility for each metric. Additional KPIs can be added if needed.

1. Key Performance Indicators Worksheet
Purpose
This tool provides examples of Key Performance Indicators (KPIs), which provide a foundation for measuring performance
within each department in your organization. Review this worksheet and select the Key Performance Indicators that match your
needs.
Once you have documented your KPIs, assign responsibility for each metric to the relevant department leader. If this
worksheet does not contain the KPIs you require, simply add them to the bulleted lists for each department.
Executive Management Sales
• % Investments that Provide Real ROI/payback • Average Revenue Per Customer
• % Market Share • Number of New Customers Acquired
• Number of Markets Served • Cancellation Rate
• Shareholder Value • Average Revenue Per Sales Rep.
• Employee Turnover Rates • Productivity Metrics (dials, talk time, opportunities)
• Profitability Metrics • Sales Growth by Product Line
• Revenue Growth • Total New Opportunities by Quarter

2. Operations & Information Technology Customer Service
• Application Development Metrics • Customer Retention Rate
• I/T Services Availability Metrics • Customer Satisfaction Survey Results
• I/T Security & Disaster Recovery Metrics • Average Length of Customer (# years with firm)
• Configuration Management Metrics • Average Customer Lifetime Value (years x avg. rev.)
• Project Metrics • Customer Support Ticket Resolution Time
• Web Metrics • % Support Calls Requiring Escalation
• I/T Financial & Value Metrics • Average # Support Calls Resolved/Hour
• Operations & Process Metrics
Marketing Finance
• Campaign Return on Investment • Percentage of Bad Debts (collection)
• Campaign Response Rates • Profitability of Market Segments
• Website Visitors, Page views etc. • Age of Receivables/Payables
• Direct Revenues (e-commerce) • Profitability Ratios (Gross Profit/Sales, ROE, ROA, etc)
• Distributor/Partner Sales Metrics • Investment Ratios (Inventory Turnover)
• Number of Qualified Leads • Stability Ratios (Debt/Equity, Net Worth/Assets)
• New Leads Per Quarter • Liquidity Ratios (Current, Acid Test, Working Capital)
• Closing Rate for Leads • Growth Ratios (Profit, Sales, and Asset Growth)
• Brand Equity & Valuation • Risk Analysis (Margin of Safety, ROI, Payback)

3. • Brand Perception Survey Results
• Total Number of Customers
Product Development Human Resources
• Unit Contribution • Employee Satisfaction Survey Results
• Contribution Margin Ratio • Total Number of Employees
• Product Break-even Points • Cost of Employee Turnover
• Total Quality Management, Six Sigma, ISO • Employee Attrition Rate
• New Product Sales • % High Performing Employees
• Product Enhancements/Year • Number of Applicants by Source
• Product Development Survey Results • % Interviews/Hires