Module 16

1. The Role of Data
Systems and Tools
in Internal and
External Analysis
16

2. Sick Leave
Did the percentage of
sick leaves change over time?
Time until positions
can be re-staffed
Is it more difficult to re-staff positions or do you
need to pay more to convince candidates?
Agony
Box
Do your employees have the chance to mention
important topics anonymously?
Staff
Interviews
Do you conduct regular Staff Interviews?
Are they open to for constructive feedback?
Initiative
Applications Do less people send you initiative Applications?
A large number of indicators
for crises in early phases can be
determined from the
personnel department.
Employees usually have a very
sensitive feeling for the
company - even if they do not
articulate it directly. With
relatively little effort you can
generate important
information about the state of
the company – especially when
you review them over time.
Information
Sources in the
Company: HR
Online Ratings
as Employer
Do you track online platforms for ratings of
Employers?
Employee
surveys
What are the topics your employees rate as
important?
Feedback
Culture
Do you have a constructive, open company
culture? Did Mood and Motivation change?

3. The R&D Department or the
person responsible for
developing the innovations that
are essential for the sustainable
success of the company.
Therefore, it is especially
important to monitor if there
are signs of deterioration in
performance. Some ways you
can monitor R&D performance
and reveal any first warning
signs are….
Information
Sources in the
Company: R&D
# Time needed to prepare Innovations / Patent Claims
# Number of Engineers / Staff with PhD Degrees
€ Invested in R&D per € of Sales
€ Cost savings achieved due to R&D / Innovations
# New Products per R&D Staff
# First to market products
# Number of Product Development Products in Pipeline

4. Compliance
Rate
Understand if suppliers fulfill your requirements
Number of
Suppliers
Track your level of dependency towards your suppliers
Purchase order
cycle time
Know who to address your urgent orders to
Supplier
Availability
Measure suppliers’ capacity to respond to demand
Supplier
Defect Rate
Evaluate your suppliers’ individual quality
In many business models,
purchasing represents a
central cost block and the
supply chain is a key success
factor. Nevertheless,
surprisingly few companies
have a transparent overview
of the scope of data that you
should be monitoring the
purchasing area.
Information
Sources in the
Company:
Procurement
Cost of
Purchase order
Control the internal costs incurred by each purchase
Procurement
Cost Reduction Streamline the tangible costs savings

5. Production
Volume
Track the quantities that you can produce
Production
Downtime
Analyse and optimise your maintenance
Production
Costs
Monitor the costs implied in the production
Rate of
Return
Measure how many items are sent back
Right first
time
Understand the performance of your production process
An operational KPI is a
quantifiable value expressing the
business performance in a shorter
time-frame level. They are used in
different industries to track
organisational processes, improve
efficiency and help businesses to
understand and reflect on the
outcomes. Choosing the right
KPIs is of course dependant on
your business model. Here are
some examples of indicators from
manufacturing:
Information Sources
in the Company:
Operations
Asset
Turnover
Acknowledge your assets in relation to your revenue
Unit Costs Track and optimise your unit costs over time

6. Shipping Time Spot potential issues in your order fulfilment process
Order Accuracy Monitor the degree of incidents
Delivery Time Track your average delivery time in detail
Transportation
Costs Analyse all costs from the order placement to delivery
Warehousing
Costs Optimise the expenses of your warehouse
A logistics KPI or metric is a
performance measurement that
is used by logistics managers to
track, visualise and optimise all
relevant logistic processes in an
efficient way.
Among others, these
measurements refer to
transportation, warehouse and
supply chain aspects.
Information
Sources in the
Company:
Outbound Logistics
Number of
Shipments Understand how many orders are shipped
Inventory
Accuracy Avoid problems because of inaccurate inventory

7. Costs per
Acquisition
Are your customer acquisition costs viable?
Cost per Lead How much should you spend per lead?
Sales Targets Is your sales growing and reaching its targets?
Return on Marketing
Investments
How efficiently are you spending your
marketing budget?
Customer Lifetime
Value Are new customers profitable in the long-run?
Here we will give you a short
overview about Customer
related metrics that are worth
to be evaluated.
Information
Sources in the
Company:
Marketing and
Sales
Customer Lifetime
Value

8. Customer
Satisfaction
Customer satisfaction is everything. Measuring
customer satisfaction is difficult
Net Promoter
Score
The NPS measures the probability with which your
customers recommend you to another person.
First Response
Time
Speaed is a decisive factor for customer satisfaction
Customer
Churn Rate
Customer churn helps you see trends in product
satisfaction (or dissatisfaction)
ServeQual Quality of service + Customer satisfaction
If the quality of customer
service is not measured,
how can the success of
actions be judged?
If a company is seriously
interested in improving
their customer service,
these are the KPIs to be
reviewed.
Information
Sources in the
Company: Service

9. By defining relevant observation areas
and selecting suitable early detection
indicators, changes in the market and in
the company can be systematically
identified and monitored. By
significantly changing an indicator, a
signal is given to discuss and, if
necessary, initiate measures. There is a
number of minimum areas that should
be constantly observed.
The Absolute
Minimum that should
be Monitored

10. The Absolute Minimum that should Be Monitored
07
08
01
02
03
04
05
06
01 Cyclical/structural developments
Orders received / Business climate /
Consumer sentiment
02 Technology / R&D
New process + technologies / Consumer
behaviour / Number of current
development projects / Number of own
patents/ Licenses granted / Research and
development costs
03 Sales
Number of enquiries per Period /
Development of orders in your main
industry (which will later affect your
orders) / Revenues / Prices / Price and
Product Strategy of your competitors /
Lost Orders
04 Procurement
Raw Material prices / Stocks / Quality and
Adherence to delivery dates of suppliers
08 Capital Market
Interest, exchange rates – See
Module 2 to see what this is
important
07 Financials
Short-term liquidity planning / 3
Year Planning / 1 Year Forecast /
Accounts Receivable /
Accounts Payable
06 Employees
Fluctuation / Sick Leaves /
Age Structure
05 Production
Age Structure of Machines /
Investment Backlog / Capacity
Utilization / Energy Consumption
/ Scrap / Cost of poor Quality /
Maintenance Costs