KPI-dictionary-vol2-preview

An appropriate citation for this dictionary is: The KPI Institute 2015, KPI Dictionary – 4,800+ Key Performance Indicator Definitions, Volume 2: Industries, Melbourne, Australia Indemnit

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The KPI Dictionary

Volume 2: Industries

4,800+

Key

Performance Indicator

definitions

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ISBN 13: 978-1511828772

ISBN 10: 1511828773

This dictionary is the result of primary research conducted by the KPI Institute It is available in PDF format on the smartKPIs.com website Terms of use available at: http://www.smartkpis.com/terms-of-use.html (‘Premium content terms’)

An appropriate citation for this dictionary is:

The KPI Institute (2015), KPI Dictionary – 4,800+ Key Performance Indicator Definitions, Volume 2: Industries, Melbourne, Australia

Indemnity statement

The KPI Institute has taken due care in preparing the analysis contained in this dictionary However, noting that some of the data used for the analysis has been provided by third parties, The KPI Institute gives no warranty to the accuracy, reliability, fitness for purpose, or otherwise of the information The KPI Institute shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof The opinions expressed herein are subject to change without notice For the latest version of the documentation, smartKPIs Premium should be consulted

Published by:

The KPI Institute

Life.lab Building

198 Harbour Esplanade, Suite 606

Melbourne Docklands, VIC 3008, Australia

Telephone

Headquarters: +61 3 9028 2223

Middle East Division: +971 4 311 6556

European Division: +40 3 6942 6935

South East Asia Division: +60 3 2742 1357

E-mail: office@kpiinstitute.org

www.kpiinstitute.org | www.smartKPIs.com

1

Th e KPI Dictionary: 4,800+ KPI defi nitions Volume 2: Industries

ISBN 13: 978-1503109766

ISBN 10: 1503109763

Th is dictionary is the result of primary research conducted by the KPI Institute It is available in PDF format on the smartKPIs.com website Terms of use available at: http://www.smartkpis.com/terms-of-use.html (‘Premium content terms’)

An appropriate citation for this dictionary is:

Th e KPI Institute (2015), KPI Dictionary – 4,800+ Key Performance Indicator Defi nitions, Volume 2: Industries, Melbourne, Australia

Indemnity statement

Th e KPI Institute has taken due care in preparing the analysis contained in this dictionary However, noting that some of the data used for the analysis has been provided by third parties, Th e KPI Institute gives no warranty to the accuracy, reliability, fi tness for purpose, or otherwise of the information Th e KPI Institute shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof Th e opinions expressed herein are subject to change without notice For the latest version of the documentation, smartKPIs Premium should be consulted

Published by:

Th e KPI Institute

Life.lab Building

198 Harbour Esplanade, Suite 606

Melbourne Docklands, VIC 3008, Australia

Telephone

Headquarters: +61 3 9028 2223

Middle East Division: +971 4 311 6556

European Division: +40 3 6942 6935

South East Asia Division: +60 3 2742 1357

E-mail: offi ce@kpiinstitute.org

www.kpiinstitute.org | www.smartKPIs.com

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Introduction

About KPIs

KPIs Naturally

How to use this book

KPI Taxonomy

Agriculture

Crops

Forestry and Logging

Livestock, Hunting and Fishing

Arts and Culture

Event Production and Promotion

Libraries and Archives

Museums

Construction & Capital Works

Civil Engineering

Construction of Buildings

Customs

Border Protection and Enforcement

Compliance and Risk Management

Customs Administration

Immigration and Travel

Revenue Collection

Trade Facilitation

Education & Training

Academic Education

Colleges and Universities

Training and Other Education

Financial Institutions

Banking and Credit

Insurance

Investments

Mortgages

Government - Local

Budget and Finance

Community - Quality of Life

Culture, Recreation and Entertainment

Economic & Business Aff airs

Environment

General Local Administration

Public Safety

Public Services

Social Services

Government - State / Federal

Agriculture, Fisheries and Forestry Education

Employment and Workplace Relations Finance / Treasury

Foreign Aff airs and Trade General State Administration Healthcare

Human / Social Services Law and Justice

Military, Security and Defense Resources and Energy

Tourism Transportation and Infrastructure

Healthcare

Emergency Response / Ambulance Services Healthcare Support Services

Hospitals Medical Laboratory Medical Practice Preventive Healthcare Veterinary Medicine

Hospitality & Tourism

Food and Beverage Service Hotel / Accommodation Tour Operator

Travel Agency

Infrastructure Operations

Airports Ports Railways Roads

Manufacturing Media

Broadcasting (TV and Radio) Film and Music

Social Media

Non-profi t / Non-governmental Postal and Courier Services

Table of Contents

4

5

6

8

10

12

16

19

30

32

40

43

46

51

54

56

58

60

62

64

74

76

79

85

90

94

96

99

102

106

114

121

126

136

149

162 162 166 173 178 180 181 182 192 194 203 205 210 216 221 221 225 228 238 241 247 250 251 251 256 263 265 267 267 274 283 286 293 297 297 301 305 307 313

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Professional Services

Accounting Services

Business Consulting

Engineering

Legal Practice

Recruitment / Employment Activities

Publishing

Real Estate / Property

Property Management

Real Estate Development

Real Estate Transactions

Resources

Coal and Minerals Mining

Oil and Gas

Sustainability / Green Energy

Retail

Sport Management

Coaching / Training

Sport Club Management

Sport Event Organization

Sports

American Football

Badminton

Baseball

Basketball

Cricket

Football / Soccer

Rugby

Tennis

Telecommunications / Call Center

Call Center

FTTX

Telecommunications

Transportation

Airlines

Land Transport (Road & Rail)

Local Public Transport

Marine Transport / Shipping

Taxi

Utilities

Electricity Natural Gas Water and Sewage

Related publications from Th e KPI Institute Top 25 KPIs Reports

2013 - 2014 Top KPIs Reports

Th e KPI Institute Professional Certifi cation Programs

Certifi cation Programs Infographic 2015

319

321

324

328

333

336

340

348

350

353

360

364

369

374

376

378

382

384

385

388

390

391

394

395

398

403

405

409

418

426

432

440

443 443 452 457 471 472 473 474 475

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ictionaries have been around for centuries and their main function is to provide conceptual or linguistic defi nitions, along with information about the correct language usage Th e earliest historical mention of a dictionary is from Babylon, in the 6th century BC Th e Chinese had their fi rst written dictionary in 100 AD, while Japanese history mentions its fi rst dictionary in the 7th century AD In Europe, the earliest dictionaries didn’t contain defi nitions of words Instead, they were bilingual dictionaries, meaning you could look up a French word and fi nd its English equivalent, or vice versa.Th e fi rst English alphabetical dictionary, called “A Table Alphabetical” was published in London in 1604

KPI Dictionary – 4,800+ Key Performance Indicator Defi nitions, Volume 2: Industries is a novelty in the fi eld and

distinguishes itself from the classical structure of a dictionary in that it shows the performance indicators grouped into 25 main industries, each having several subcategories Th e dictionary not only defi nes the indicators, but also contains an explicit presentation of the calculation formula

Th e KPI Institute is the global authority on Key Performance Indicators (KPIs) research and education, providing through

its publications and training courses insights on how to measure and learn with KPIs It developed the fi rst KPI Management Framework and operates several research programs dedicated to performance management, strategy, Balanced Scorecard and key performance indicators It operates smartKPIs.com, the result of the research program dedicated to documenting and cataloguing how KPIs are used in practice It is an online portal containing the largest collection of well documented KPI examples, supported by a community of tens of thousands of members

Over the last 10 years, Th e KPI Institute team has:

• Documented 7,000+ KPIs with Premium Documentation from 16 functional areas and 25 industries;

• Reviewed 1,000+ performance reports from 125 countries;

• Referenced 30,000+ resources (books, articles, performance reports) as part of the documentation process;

• Developed over 150 KPI Dashboards and Balanced Scorecards;

• Delivered training courses in 25 countries on 6 continents;

• Assisted over 28,000 organizations in fi nding solutions for their KPI needs;

• Trained over 2,500 participants from 40 countries on how to work rigorously with KPIs

Th e main activities of Th e KPI Institute include:

Research - contributing to the development of the performance management discipline by actively researching and publishing

articles on this matter Driven by the belief that progress in management science emerges from practice, the research programs are aimed at reviewing KPI and performance management examples, as used in various countries, functional areas and industries

Publications - in order to facilitate the identifi cation and usage of KPIs in practice, Th e KPI Institute has developed the Top

KPIs Reports collection, along with more extensive resources, like Th e KPI Compendium and KPI Dictionaries Also, to help organizations design or improve their performance management architecture, Th e KPI Institute off ers the Toolkit series, containing editable templates, customized for specifi c industries and functional areas Interesting articles on topics related to performance management are accessible to the public through Performance Magazine, in both the Online and Printed editions

Education - In an eff ort to improve the ways in which KPIs are understood and employed in organizations worldwide, Th e

KPI Institute provides a broad set of education services Th e training off er includes the Certifi ed KPI Professional and Certifi ed KPI Practitioner, as well as specialized training courses, customized to specifi c functional areas, industries or performance management related topics, like strategic planning and employee performance evaluation

Along with its research and education projects, Th e KPI Institute is at the forefront of innovation in performance management, integrating both the academic and practitioner perspectives Analyzing emerging trends and best practices represents the fundamentals of TKI’s body of knowledge

D

Introduction

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he KPI Dictionary is a useful tool in the process of understanding, selecting and working with KPIs Th e book contains defi nitions and calculation formulas for more than 4,800+ KPIs covering 25 industries:

sK165 sK165

T

Professionals, practitioners, consultants, researchers, managers and academicians can have in their own library a rich database with the most important elements of key performance indicators: defi nitions and formulas Th ey don’t have to look anymore for them through dozens of publications as Th e KPI Dictionary brings the most relevant information in one single book

Th e KPI Dictionary is easy to use, as the KPIs are clustered on an industry basis and sorted in alphabetical order Furthermore, each indicator contains the following sections:

Agriculture

Arts and Culture

Construction and Capital Works

Customs

Education and Training

Financial Institutions

Government – Local

Government – State / Federal

Healthcare

Hospitality and Tourism Infrastructure Operations Manufacturing

Media Non-profi t / Non-governmental Postal and Courier Services Professional Services Publishing

Real Estate / Property

Resources Retail Sport Management Sports

Telecommunications / Call Center Transportation

Utilities

name

definition Succinct description of the

indicator, providing more details

in regards to what the KPI is measuring It also supports a better understanding of how to calculate the KPI

Metrics used in calculating the KPI In some cases, the KPI may not need any other metrics for calculation and this section will coincide with the KPI’s name

Each KPI name is preceded by a symbol

Th ere are three symbols used depending

on the KPI’s measurement unit:

• $ - value of: $ Operating costs

• # - number of: # Projects approved

• % - percentage of:

• % Projects completed on time

sub-metrics

sK165

Measures the average time needed for one call to be handled, including the talk time itself and the work performed aft er the call

Ai = # Handling time for call ‘i’, (in minutes), where i=1 to n

n = # Calls handled

(A1+A2+ +An)/n

# Call handling time

How to use this book

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Expresses the mathematical formula to compute the KPI

Th e calculation formula is expressed in six diff erent forms, depending on the specifi cs of each KPI:

• (A/B)* 100 - rate

• A/B - ratio

• (A1 + A2 +…+An)/n - average

• Index - aggregates more items

in one score

• Survey - data is gathered

through a survey

Indicates the unique numerical

reference assigned to each KPI on

smartKPIs.com Th is code can be used

to search more details about the KPI on

http://www.smartkpis.com/kpi/browse-kpis/

calculation

formula

id code

sK165

Measures the average time needed for one call to be handled, including the talk time itself and the work performed aft er the call

n = # Calls handled

n = # Calls handled (A1+A2+ +An)/n

(A1+A2+ +An)/n

# Call handling time

Th e KPI Dictionary can be used in the early stages of implementing a performance management framework, in the process of selecting and documenting KPIs, but also to improve an existing performance measurement system Th e ways in which one could get the best out of this Dictionary are extremely diverse so we invite you to discover them on your own

Be a part of the KPIs’ world!

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p.12

p.30

p.64 p.51

p.221

p.96

p.162

p.79

p.43

205

145

171

141

310

665

597

194

77

Crops

Forestry and Logging

Livestock, Hunting and Fishing

Event Production and Promotion

Libraries and Archives

Museums

Academic Education

Colleges and Universities

Training and Other Education

Border Protection and Enforcement

Compliance and Risk Management

Customs Administration

Immigration and Travel

Revenue Collection

Trade Facilitation

Emergency Response / Ambulance Services Healthcare Support Services

Hospitals Medical Laboratory Medical Practice Preventive Healthcare Veterinary Medicine

Budget and Finance Community - Quality of Life Culture, Recreation and Entertainment Economic & Business Aff airs

Environment General Local Administration Public Safety

Public Services Social Services

Agriculture, Fisheries and Forestry Education

Employment and Workplace Relations Finance / Treasury

Foreign Aff airs and Trade General State Administration Healthcare

Human / Social Services Law and Justice Military, Security and Defense Resources and Energy Tourism

Transportation and Infrastructure

Banking and Credit

Insurance

Investments

Mortgages

Banking and Credit

Insurance

Investments

Mortgages

Banking and Credit Insurance

Investments Mortgages

Banking and Credit Insurance

Investments Mortgages

Civil Engineering

Construction of Buildings

39

30

136

13

100

32

117

23

31

26

24

18

25

33 33 112 30 64 31 7

29 29 36 86 79 49 99 136 122

44 69 46 19 4 10 108 21 97 19 49 64 47

70

56

44

24

70

56

44

24

70 56 44 24

27

50

Agriculture

Arts and Culture

Education & Training

Customs

Healthcare

Government - Local

Government - State / Federal

Financial Institutions

Financial Institutions Financial Institutions Financial Institutions

Construction & Capital Works

KPI Taxonomy

his section lists the categories and subcategories of the KPI taxonomy used for structuring the content of this volume

Th e numbers in front represent how many KPI examples are available in this volume in each category/subcategory T

Number of KPI examples Category / subcategory Category page number

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p.297

p.382

p.251

p.267

107

150

172

278

38

60

61

46

52

Broadcasting (TV and Radio)

Film and Music

Social Media

American Football Badminton Baseball Basketball Cricket Football / Soccer Rugby

Tennis

Food and Beverage Service

Hotel / Accommodation

Tour Operator

Travel Agency

Airports

Ports

Railways

Roads

42

44

21

12 10 29 20 10 27 10 32

55

73

22

83

101

26

68

Hospitality & Tourism

Infrastructure Operations

Manufacturing

Non-profi t / Non-governmental

Postal and Courier Services

Publishing

Retail

p.293

p.307

p.313

p.336

p.369

p.319

p.409

186

357

Accounting Services

Business Consulting

Engineering

Legal Practice

Land Transport (Road & Rail) Local Public Transport Marine Transport / Shipping Taxi

24

34

37

52

85 59 91 27

Professional Services

Transportation

p.340

p.398

p.443

p.353

p.374

143

115

306

179

77

Property Management

Real Estate Development

Real Estate Transactions

Call Center FTTX Telecommunications

Electricity Natural Gas Water and Sewage

Coal and Minerals Mining Oil and Gas

Sustainability / Green Energy

Coaching / Training Sport Club Management Sport Event Organization

84

25

34

56 18 41

97 58 151

82 41 56

14 22 41

Real Estate / Property

Telecommunications / Call Center

Utilities Resources

Sport Management

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sK5315

sK2701

sK4345

sK1492

sK4092 sK6410

sK677

sK608

sK445

sK561 sK613

Measures the proportion of the water depth added at the root of

the irrigated plants, out of the water depth required

Measures the average cost of pasture production per tonne of hay produced or hectare of pasture land managed

Measures the average crop size (wheat, corn, fruits) harvested per hectare

Measures the shortest vertical distance from the soil surface to the fi rst water level below ground

Measures the average energy consumption per cubic meter of water pumped for irrigation

Measures the percentage of water volume withdrawn for

irrigation and livestock purposes, out of the total volume of

renewable water resources

Measures the percentage of agricultural machinery, such as

combines or tractors, that is active, out of the total number of

agricultural machinery

Measures the average expense for harvesting diff erent types of crops per hectare, tonne or box

Measures the total surface of the cultivated area

Measures the extent to which farmers use conservation tillage methods in cultivating land

Measures the average tree canopy volume, based on the tree

height, trunk circumference and canopy diameter

A = # Stored water depth aft er irrigation (in millimeters)

B = # Required water depth (in millimeters)

A = $ Cost of pasture production

B = # Tonnes of hay produced, or # Hectares of pasture land managed

A = # Crop harvested, in tonnes

B = # Cultivated land, in hectares

A = # Depth to groundwater

A = # Energy consumption during the irrigation season (in kWh)

B = # Water pumped during the irrigation season (in cubic meters)

A = # Agricultural water withdrawal

B = # Renewable water resources

A = # Available agricultural machinery

B = # Agricultural machinery

A = $ Harvesting cost

B = # Harvested area, or # Production, in tonnes

A = # Surface of the land cultivated, in hectares

A = # Farmers using conservation farming methods

B = # Farmers

Ai = # Canopy volume of tree ‘i’, where i=1 to n

n = # Measured trees

B = # Tree height (square feet or centimeters)

C = # Trunk diameter (inches or centimeters)

D = # Canopy radius (feet or centimeters)

(A/B)*100

A/B

A

A/B (A/B)*100

(A/B)*100

A/B

A

(A/B)*100 (A1+A2+ +An)/n, where An = B*C*D

% Adequacy of irrigation

$ Cost of pasture production

# Crop yield

# Depth to groundwater

# Energy per unit volume of water pumped

% Agricultural water intensity

% Agricultural machinery availability

$ Cost of harvesting

# Area of land cultivated

% Farmers using conservation farming methods

# Canopy volume

griculture includes two basic activities, namely the production of crops and animal raising Also included are service

activities incidental to agriculture, as well as hunting, trapping and related activities

Crops include the production of crop products, covering also the forms of organic agriculture and the growing of genetically

modifi ed crops Agricultural activities exclude any subsequent processing of the agricultural products However, the preparation

of products for the primary markets is included here Th e division excludes fi eld construction (e.g preparing rice paddies, drainage, agricultural land terracing) KPIs for these are included in the Construction industry list of KPIs

A

Agriculture Crops

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