KPI Dictionary Vol2 Preview

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The KPI Dictionary

Volume 2: Industries

4,800+

Key PerformanceIndicatordefinitions



© 2015 Te KPI Institute Ltd. All Rights Reserved.

ISBN 13: 978-1511828772ISBN 10: 1511828773

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

An appropriate citation for this dictionary is:

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

Indemnity statement

Te KPI Institute has taken due care in preparing the analysis contained in this dictionary. However, noting that some of the daused for the analysis has been provided by third parties, Te KPI Institute gives no warranty to the accuracy, reliability, fitness fpurpose, or otherwise of the information. Te KPI Institute shall have no liability for errors, omissions or inadequacies in t

information contained herein or for interpretations thereof. Te opinions expressed herein are subject to change without notice. Fthe latest version of the documentation, smartKPIs Premium should be consulted.

Published by:

Te KPI InstituteLife.lab Building198 Harbour Esplanade, Suite 606Melbourne Docklands, VIC 3008, Australia

elephoneHeadquarters: +61 3 9028 2223Middle East Division: +971 4 311 6556European Division: +40 3 6942 6935South East Asia Division: +60 3 2742 1357

E-mail: [email protected]

www.kpiinstitute.org | www.smartKPIs.com

1e KPI Dictionary: 4,800+ KPI definitions Volume 2: Industries

|



2

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 EducationColleges and Universities

Training and Other Education

Financial Institutions

Banking and Credit

Insurance

Investments

Mortgages

Government - Local

Budget and Finance

Community - Quality of LifeCulture, Recreation and Entertainment

Economic & Business Affairs

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 Affairs 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 / AccommodationTour Operator

Travel Agency

Infrastructure Operations

Airports

Ports

Railways

Roads

Manufacturing

Media

Broadcasting (TV and Radio)Film and Music

Social Media

Non-profit / Non-governmental

Postal and Courier Services

Table of Contents

4

5

6

8

10

12

12

16

19

30

30

32

40

43

43

46

51

51

54

56

58

60

62

64

6474

76

79

79

85

90

94

96

96

99102

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

256263

265

267

267

274

283

286

293

297

297301

305

307

313




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

BasketballCricket

Football / Soccer

Rugby

Tennis

Telecommunications / Call Center

Call Center

FTTX

Telecommunications

Transportation

AirlinesLand Transport (Road & Rail)

Local Public Transport

Marine Transport / Shipping

Taxi

Utilities

Electricity

Natural Gas

Water and Sewage

Related publications from e KPI Institute

Top 25 KPIs Reports

2013 - 2014 Top KPIs Reports

e KPI Institute Professional

Certification Programs

Certification Programs Infographic 2015

319

319

321

324

328

333

336

340

340

348

350

353

353

360

364

369

374

374

376

378

382

382

384

385

388390

391

394

395

398

398

403

405

409

409418

426

432

440

443

443

452

457

471

472

473

474

475



4

ictionaries have been around for centuries and their main function is to provide conceptual or linguistic definitions, alongwith information about the correct language usage. e earliest historical mention of a dictionary is from Babylon, in the 6th

century BC. e Chinese had their first written dictionary in 100 AD, while Japanese history mentions its first dictionary in the7th century AD. In Europe, the earliest dictionaries didn’t contain definitions of words. Instead, they were bilingual dictionaries,meaning you could look up a French word and find its English equivalent, or vice versa.e first English alphabetical dictionary,called “A Table Alphabetical” was published in London in 1604.

KPI Dictionary – 4,800+ Key Performance Indicator Definitions, Volume 2: Industries is a novelty in the field anddistinguishes itself from the classical structure of a dictionary in that it shows the performance indicators grouped into 25main industries, each having several subcategories. e dictionary not only defines the indicators, but also contains an explicitpresentation of the calculation formula.

e KPI Institute is the global authority on Key Performance Indicators (KPIs) research and education, providing throughits publications and training courses insights on how to measure and learn with KPIs. It developed the first KPI ManagementFramework and operates several research programs dedicated to performance management, strategy, Balanced Scorecard andkey performance indicators. It operates smartKPIs.com, the result of the research program dedicated to documenting andcataloguing how KPIs are used in practice. It is an online portal containing the largest collection of well documented KPIexamples, supported by a community of tens of thousands of members.

Over the last 10 years, 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 finding solutions for their KPI needs;• Trained over 2,500 participants from 40 countries on how to work rigorously with KPIs.

e main activities of e KPI Institute include:

Research - contributing to the development of the performance management discipline by actively researching and publishingarticles on this matter. Driven by the belief that progress in management science emerges from practice, the research programs areaimed at reviewing KPI and performance management examples, as used in various countries, functional areas and industries.

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

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

Education - In an effort to improve the ways in which KPIs are understood and employed in organizations worldwide, eKPI Institute provides a broad set of education services. e training offer includes the Certified KPI Professional and CertifiedKPI Practitioner, as well as specialized training courses, customized to specific functional areas, industries or performancemanagement related topics, like strategic planning and employee performance evaluation.

Along with its research and education projects, 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 thefundamentals of TKI’s body of knowledge.

D

Introduction



8

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

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

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 WorksCustoms

Education and Training


Government – Local

Government – State / Federal

Healthcare

Hospitality and Tourism


ManufacturingMedia




Publishing


Resources

Retail

Sport ManagementSports


Transportation

Utilities

Succinct description of theindicator, providing more detailsin regards to what the KPI ismeasuring. It also supports abetter understanding of how tocalculate the KPI.

Metrics used in calculating theKPI. In some cases, the KPI maynot need any other metrics forcalculation and this section willcoincide with the KPI’s name.

Each KPI name is preceded by a symbol.ere are three symbols used dependingon the KPI’s measurement unit:• $ - value of : $ Operating costs

• # - number of: # Projects approved

• % - percentage of:• % Projects completed on time

-

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

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

# Call handling time

How to use this book




Expresses the mathematicalformula to compute the KPI.e calculation formula isexpressed in six different forms,

depending on the specifics ofeach KPI:• (A/B)* 100 - rate • A/B - ratio• (A1 + A2 +…+An)/n - average• Index - aggregates more itemsin one score• Survey - data is gatheredthrough a survey

Indicates the unique numericalreference assigned to each KPI onsmartKPIs.com. is code can be usedto search more details about the KPI on

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

sK16

(A1+A2+...+An)/n

e KPI Dictionary can be used in the early stages of implementing a performance management framework, in the process

selecting and documenting KPIs, but also to improve an existing performance measurement system. e ways in which one couget 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!



10

p.12

p.30

p.64

p.51

p.221

p.96

p.162

p.79

p.79

p.43

205

145

171

141

310

665

597

194

194

77

Crops

Forestry and LoggingLivestock, Hunting and Fishing

Event Production and PromotionLibraries and ArchivesMuseums

Academic EducationColleges and UniversitiesTraining and Other Education

Border Protection and EnforcementCompliance and Risk ManagementCustoms AdministrationImmigration and TravelRevenue CollectionTrade Facilitation

Emergency Response / Ambulance ServicesHealthcare Support ServicesHospitalsMedical Laboratory Medical PracticePreventive HealthcareVeterinary Medicine

Budget and Finance

Community - Quality of LifeCulture, Recreation and EntertainmentEconomic & Business AffairsEnvironmentGeneral Local AdministrationPublic Safety Public ServicesSocial Services

Agriculture, Fisheries and Forestry EducationEmployment and Workplace RelationsFinance / Treasury Foreign Affairs and TradeGeneral State AdministrationHealthcareHuman / Social ServicesLaw and JusticeMilitary, Security and DefenseResources and Energy TourismTransportation and Infrastructure

Banking and CreditInsuranceInvestmentsMortgages

Banking and CreditInsuranceInvestmentsMortgages

Civil EngineeringConstruction of Buildings

39

30136

1310032

1172331

262424241825

3333

112306431

7

29

293686794999

136122

44694619

410

108219719496447

70564424

70564424

2750

Agriculture

Arts and Culture

Education & Training

Customs

Healthcare

Government - Local

Government - State / Federal



Construction & Capital Works

KPI Taxonomy

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




p.297

p.38

p.251

p.267

107

150

172

278

38

60

61

46

52

Broadcasting (TV and Radio)Film and MusicSocial Media

American FootballBadmintonBaseballBasketballCricketFootball / SoccerRugby Tennis

Food and Beverage ServiceHotel / AccommodationTour OperatorTravel Agency

AirportsPortsRailwaysRoads

424421

1210292010271032

55732222

831012668

Media

Sports

Hospitality & Tourism


Manufacturing



Publishing

Retail

p.293

p.307

p.313

p.336

p.369

p.319

p.40

186

357

Accounting ServicesBusiness ConsultingEngineeringLegal PracticeRecruitment / Employment Activities Airlines

Land Transport (Road & Rail)Local Public TransportMarine Transport / ShippingTaxi

2434375239 95

85599127


Transportation

p.340

p.39

p.44

p.35

p.37

143

115

306

179

77

Property ManagementReal Estate DevelopmentReal Estate Transactions

Call CenterFTTXTelecommunications

Electricity Natural GasWater and Sewage

Coal and Minerals MiningOil and GasSustainability / Green Energy

Coaching / TrainingSport Club ManagementSport Event Organization

842534

561841

9758

151

824156

142241



Utilities

Resources

Sport Management



12

sK5315

sK2701

sK4345

sK1492

sK4092

sK6410

sK677

sK608

sK445

sK561sK613

Measures the proportion of the water depth added at the root ofthe irrigated plants, out of the water depth required.

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

Measures the average crop size (wheat, corn, fruits) harvestedper hectare.

Measures the shortest vertical distance from the soil surface tothe first water level below ground.

Measures the average energy consumption per cubic meter ofwater pumped for irrigation.

Measures the percentage of water volume withdrawn for

irrigation and livestock purposes, out of the total volume ofrenewable water resources.

Measures the percentage of agricultural machinery, such ascombines or tractors, that is active, out of the total number ofagricultural machinery.

Measures the average expense for harvesting different types ofcrops per hectare, tonne or box.

Measures the total surface of the cultivated area.

Measures the extent to which farmers use conservation tillagemethods in cultivating land.

Measures the average tree canopy volume, based on the treeheight, trunk circumference and canopy diameter.

A = # Stored water depth aer irrigation (in millimeters)B = # Required water depth (in millimeters)

A = $ Cost of pasture productionB = # Tonnes of hay produced, or # Hectares of pasture landmanaged

A = # Crop harvested, in tonnesB = # 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 withdrawalB = # Renewable water resources

A = # Available agricultural machinery B = # Agricultural machinery

A = $ Harvesting costB = # Harvested area, or # Production, in tonnes

A = # Surface of the land cultivated, in hectares

A = # Farmers using conservation farming methodsB = # Farmers

Ai = # Canopy volume of tree ‘i’, where i=1 to nn = # Measured treesB = # Tree height (square feet or centimeters)C = # Trunk diameter (inches or centimeters)D = # Canopy radius (feet or centimeters)

(A/B)*100

A/B

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 serviceactivities 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 geneticallymodified crops. Agricultural activities exclude any subsequent processing of the agricultural products. However, the preparationof products for the primary markets is included here. e division excludes field 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



Te 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 first KPI Management Framework and operates several research programs dedicated toperformance management, strategy, Balanced Scorecard and Key Performance Indicators. It also operatessmartKPIs.com, the result of the research program dedicated to documenting and cataloguing how KPIs areused in practice, an online portal containing the largest collection of well documented KPI examples, withover 20,500 examples from 16 Functional Areas and 25 Industries. Over the last 11 years, Te KPI Institutehas assisted over 28,000 organizations in finding solutions to their KPI needs.

Contains over 20,500 KPIs examples, including the ones covered in the KPI Dictionary. Specific KPIexamples listed in the Dictionary can be searched by using the sk number. Alternatively, visitors can browse,save and export documented examples.

Te KPI Institute offers a variety of in-depth publications that enableyou to keep up to date with industry trends and leaders. Trough itspublications, it provides an overview of the performance management stateof discipline and offers innovative tools, facilitating the implementation

of performance management and measurement systems.

Top 25 KPIs Reports by Functional Area Top 25 KPIs Reports by Industry

KPI Dictionary – 4,800+ Key Performance Indicator Definitions, Volume 2: Industries is a novelty inthe field and distinguishes itself from the classical structure of a dictionary in that it shows the performanceindicators grouped into 25 main industries, each having several subcategories. Te dictionary not onlydefines the indicators, but also contains an explicit presentation of the calculation formula.



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