Introduction
PART 1: Financial perspective
1. Net profit
2. Net profit margin
3. Gross profit margin
4. Operating profit margin
5. EBITDA
6. Revenue growth rate
7. Total shareholder return (TSR)
8. Economic value added (EVA)
9. Return on investment (ROI)
10. Return on capital employed (ROCE)
11. Return on assets (ROA)
12. Return on equity (ROE)
13. Debt-to-equity (D/E) ratio
14. Cash conversion cycle (CCC)
15. Working capital ratio
16. Operating expense ratio (OER)
17. CAPEX to sales ratio
18. Price/earnings ratio (P/E ratio)
PART 2: Customer perspective
19. Net promoter score (NPS)
20. Customer retention rate
21. Customer satisfaction index
22. Customer profitability score
23. Customer lifetime value
24. Customer turnover rate
25. Customer engagement
26. Customer complaints
PART 3: Marketing and sales perspective
27. Market growth rate
28. Relative market share
29. Brand equity
30. Cost per lead
31. Conversion rate
32. Search engine rankings (by keyword) and click-through rate
33. Page views and bounce rates
34. Customer online engagement level
35. Online share of voice (OSOV)
36. Social networking footprint
37. Klout score
PART 4: Operational processes and supply chain perspective
38. Six Sigma level
39. Capacity utilisation rate (CUR)
40. Process waste level
41. Order fulfilment cycle time (OFCT)
42. Delivery in full, on time (DIFOT) rate
43. Inventory shrinkage rate (ISR)
44. Project schedule variance (PSV)
45. Project cost variance (PCV)
46. Earned value (EV) metric
47. Innovation pipeline strength (IPS)
48. Return on innovation investment (ROI2)
49. Time to market
50. First pass yield (FPY)
51. Rework level
52. Quality index
53. Overall equipment effectiveness (OEE)
54. Process or machine downtime level
55. First contact resolution (FCR)
PART 5: Employee perspective
56. Human capital value added (HCVA)
57. Revenue per employee (RPE)
58. Employee satisfaction index
59. Employee engagement level
60. Staff advocacy score
61. Employee churn rate
62. Average employee tenure
63. Absenteeism Bradford factor
64. 360-degree feedback score
65. Salary competitiveness ratio (SCR)
66. Time to hire
67. Training return on investment
PART 6: Corporate social responsibility perspective
68. Carbon footprint
69. Water footprint
70. Energy consumption
71. Savings levels due to conservation and improvement efforts
72. Supply chain miles
73. Waste reduction rate
74. Waste recycling rate
75. Product recycling rate
Index
