quality-of-deliverable-answering-clients-business-question

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1. Quality of
deliverable -> answering clients business question.

a.
Customer Engagement

Customer Engagement measures the level to which customers are
engaged with the brand of a business. It is a survey based measure of the
strength of a customer’s relationship with an organisation.

This indicator is included in the book: Key Performance
Indicators – the 75+ measures every manager needs to know,
which contains
an in-depth description of this KPI, as well as practical advice on data
collection, calculations, target setting, and acutal usage.

b.
SERVQUAL

SERVQUAL is a measure of the service quality a company provides
to its customers. Based on a multi-item survey that takes into account both
service expectations and service perceptions it provides an insight into the
gap between the service level customers expect and their actual view of the
service.

2. Completing
projects on budget (professional fees worked <= fees billed)

a. Project
Cost Variance

Project Cost Variance (PCV) is an indicator of the extent to
which projects are delivered within budget.

Project Cost Variance (PCV) = SPC – APC

Where SPC is the Scheduled Project Costs

And APC is the Actual Project Costs

This indicator is included in the book: Key Performance
Indicators – the 75+ measures every manager needs to know,
which contains
an in-depth description of this KPI, as well as practical advice on data
collection, calculations, target setting, and acutal usage.

b. Earned
Value

Earned Value (EV) measures the extent to which projects are
making the desired progress. It allows companies to understand how much work
has been completed as well as the costs of the work, both in relation to the
project expectations.

EV = % complete x BCWP

Where BCWP is the Budgeted Cost of Work Performed = the total
budgeted costs for labour and resources for the project.

Performance Level = (ACWC / EV) x 100

Where ACWC is the Actual Cost of Work Scheduled or the total
amount in labour and resources that has been spent on the project to date.

This indicator is included in the book: Key Performance
Indicators – the 75+ measures every manager needs to know,
which contains
an in-depth description of this KPI, as well as practical advice on data
collection, calculations, target setting, and acutal usage.

3. Delivering
Projects on Time

a. Project Schedule Variance

Project Schedule Variance (PSV) is a measure of the extent to
which projects are delivered on schedule.

Project Schedule Variance (PSV) = SCT – ACT

Where ACT is the Actual Completion Time

And SCT is the Scheduled Completion Time

This indicator is included in the book: Key Performance
Indicators – the 75+ measures every manager needs to know,
which contains
an in-depth description of this KPI, as well as practical advice on data
collection, calculations, target setting, and acutal usage.

b. TBD

4. Maintaining
adequate staff at firm

a. Human
Capital Value Added (HCVA)
is a measure of the extent to which
employees add value to the business.

HCVA = Revenue – (Total Costs – Employment Cost) / Full Time
Employees

This indicator is included in the book: Key Performance
Indicators – the 75+ measures every manager needs to know,
which contains
an in-depth description of this KPI, as well as practical advice on data
collection, calculations, target setting, and acutal usage.

b. Revenue
per Employee
is an indicator of how much revenue is generated per employee –
and therefore an important productivity ratio.

Revenue per Employee = Revenue /
Number of (full time equivalent) Employees

This indicator is included in the book: Key Performance
Indicators – the 75+ measures every manager needs to know,
which contains
an in-depth description of this KPI, as well as practical advice on data
collection, calculations, target setting, and acutal usage.

Important for a consulting firm as their revenue’s are dependent
on consultant hours.

5.
Ensure staff quality of life (leads to longer employee retention)

a.
Average Employee Tenure

Average Employee Tenure is a measure of the time employees tend
to stay with a particular company. Employee tenure can provide insights into
employee loyalty, employee satisfaction as well as the freshness level of the
workforce.

Average Employee Tenure = Sum of all tenures / number of
full-time employees

This indicator is included in the book: Key Performance
Indicators – the 75+ measures every manager needs to know,
which contains
an in-depth description of this KPI, as well as practical advice on data
collection, calculations, target setting, and acutal usage.

Note for Self – Also look
at employee satisfaction.

b. Time
Lost due to Accidents or Injuries

Time Lost due to Accidents or Injuries is an indicator of safety
in the operational environment of a business and indicates the risks of
accidents

Time Lost Due to Accidents or Injuries
(LTI) = number of man days lost due to accidents or injury in a period/total hours
worked in this period

Explain … Cleanliness, flu injuries, safety etc.. Give example att

6. New
business won.

a.
Brand Equity

Brand Equity is a measure of the value a brand adds to an
organisation’s products or services. Brand equity can result in price premiums
or customer loyalty.

This indicator is included in the book: Key Performance
Indicators – the 75+ measures every manager needs to know,
which contains
an in-depth description of this KPI, as well as practical advice on data
collection, calculations, target setting, and acutal usage.

b. Customer
Lifetime Value

Customer Lifetime Value is an indicator of the financial value a
customer provides over the lifespan of the entire customer relationship.

This indicator is included in the book: Key Performance
Indicators – the 75+ measures every manager needs to know,
which contains
an in-depth description of this KPI, as well as practical advice on data
collection, calculations, target setting, and acutal usage.

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