KPIs (key performance indicators or key performance indicators) are very important in organizations since they allow improving decision-making, detecting gaps and growth opportunities.
These indicators can be used in any industry and it is important to take into account the following aspects when designing the ones that will be used in your company:
- Make them realistic, so that the measurements are consistent.
- They must be specific about what they want to measure.
- They must be relevant and add value.
- They have to be expressed in numerical quantities or percentages.
- Meet an execution time limit.
The key performance indicators can be general, those that deal with global or specific measurements, those that measure processes that can be defined by area, work team or client, among others.
These respond to the specific needs of the company, so you have to evaluate which ones best fit the reality of your business.
According to Top Talent’s years of experience, our database, the number of companies in which the model has been implemented, in-depth market research and the recommendations of our ally, Acsendo, these are the KPIs according to the industry of each organization. Below, we present these indicators as they are very useful to measure performance and thus achieve the best results in the business.
1. For the Human Resources areas
- Human Capital ROI
- Average time of contracting processes
- Turnover percentage before 6 months
- Organizational Climate Index
- Internal customer satisfaction index
- Employee Engagement Survey Index
- Percentage of courses approved by collaborator within the training plan
- Training Hours \FTEs
- Percentage of fulfillment of development plans
2. For project/task management
- Project Time Compliance
- Project Cost Compliance
- Profit margin of projects
- Percentage of task completion
3. For sales measurement
- Percentage of formalizations
- Sales budget compliance
- Global sales rate
- Monthly sales growth
- Average profit margin
4. For sale by digital marketing
- Average cost per lead
- Lead conversion rate
- Marketing investment budget compliance
- Compliance with digital marketing plan
5. For social media management
- Number of responses (number of messages on Facebook, Instagram and WhatsApp)
- cost per result
- Campaign effectiveness
- Social media engagement level
6. For customer service
- Global customer service indicator
- Wait time
- Customer retention rate
- External customer satisfaction index
7. To measure customer service by call center and/or commercial agent
- Customer satisfaction index
- Average call and conversion time
- Monthly calls or emails by sales agent
- Sales by commercial agent
8. For internal processes
- Number of proposed new products or innovations
- Income from new products or innovations
- Earned Value Management (EVM)
- Compliance with quality standards
- Certificates achieved
9. For the financial area
- Return on Investment (ROI)
- Projected Cash Flow Compliance
- Operating budget compliance
- Average collection days
- Average days of payment
- Timely presentation of information
- Net income, gross income or income generated
10. For logistics and operations
- Quantity of product produced per total investment
- Efficiencies generated through process optimization
- fill rate
- Compliance with the production plan
- Savings generated in purchases
- Inventory rotation
- Customer order rate without damage
- Customer backorder rate
In conclusion, KPIs are very important instruments to understand the functioning and performance of organizations, as well as to detect points of improvement.
Thanks to these, you will have the ability to manage and develop better strategies and make decisions that allow you to generate an impact on customers and obtain better economic results. If you are looking for advice on the appropriate KPIs for your organization, contact us, request advice from our division of Organizational Performance
