Key Performance Indicator - KPI Institute

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The KPI Dictionary4,800 KeyPerformanceIndicatordefinitionsVolume 2: Industries

2015 The KPI Institute Ltd. All Rights Reserved.ISBN 13: 978-1511828772ISBN10:Th1511828773 2015e KPI Institute Ltd. All Rights Reserved.ISBN 13: 978-1503109766Thisis the result of primary research conducted by the KPI Institute. It is available in PDF format on the smartKPIs.comISBNdictionary10: 1503109763website. Terms of use available at: http://www.smartkpis.com/terms-of-use.html (‘Premium content terms’).This dictionary is the result of primary research conducted by the KPI Institute. It is available in PDF format on the smartKPIs.comAn appropriate citation for this dictionary is:website. Terms of use available at: http://www.smartkpis.com/terms-of-use.html (‘Premium content terms’).The KPI Institute (2015), KPI Dictionary – 4,800 Key Performance Indicator Definitions, Volume 2: Industries, Melbourne, AustraliaAn appropriate citation for this dictionary is:The KPI Institute(2015), KPI Dictionary – 4,800 Key Performance Indicator Definitions, Volume 2: Industries, Melbourne,IndemnitystatementAustraliaThe KPI Institute has taken due care in preparing the analysis contained in this dictionary. However, noting that some of the dataused for the analysis has been provided by third parties, The KPI Institute gives no warranty to the accuracy, reliability, fitness forIndemnitypurpose,or statementotherwise of the information. The KPI Institute shall have no liability for errors, omissions or inadequacies in theTheKPIInstitutehas takencareinterpretationsin preparing theanalysisin this dictionary.However,notingthatsome ofthe datainformation containedhereindueor forthereof.Thecontainedopinions expressedherein aresubject tochangewithoutnotice.Forused for the analysis has been provided by third parties, The KPI Institute gives no warranty to the accuracy, reliability, fitness forthe latest version of the documentation, smartKPIs Premium should be consulted.purpose, or otherwise of the information. The KPI Institute shall have no liability for errors, omissions or inadequacies in theinformation contained herein or for interpretations thereof. The opinions expressed herein are subject to change without notice.Publishedby:For the latest version of the documentation, smartKPIs Premium should be consulted.Published by:The KPI InstituteLife.lab Building198Esplanade, Suite 606TheHarbourKPI InstituteLife.lab BuildingMelbourneDocklands, VIC 3008, Australia198 Harbour Esplanade, Suite 606Melbourne Docklands, VIC 3008, AustraliaTelephoneHeadquarters: 61 3 9028 2223TelephoneMiddleEast Division: 971 4 311 6556Headquarters: 61 403 902822236935EuropeanDivision:3 6942Middle East Division: 971 4 311 6556South East Asia Division: 60 3 2742 1357European Division: 40 3 6942 6935South East Asia Division: 60 3 2742 1357E-mail: office@kpiinstitute.orgE-mail: office@kpiinstitute.orgwww.kpiinstitute.org www.smartKPIs.comwww.kpiinstitute.org www.smartKPIs.comThe KPI Dictionary: 4,800 KPI definitionsVolume 2: Industries1

Table of oductionAbout KPIsKPIs NaturallyHow to use this bookKPI TaxonomyAgricultureCropsForestry and LoggingLivestock, Hunting and FishingArts and CultureEvent Production and PromotionLibraries and ArchivesMuseumsConstruction & Capital WorksCivil EngineeringConstruction of BuildingsCustomsBorder Protection and EnforcementCompliance and Risk ManagementCustoms AdministrationImmigration and TravelRevenue CollectionTrade FacilitationEducation & TrainingAcademic EducationColleges and UniversitiesTraining and Other EducationFinancial InstitutionsBanking and CreditInsuranceInvestmentsMortgagesGovernment - LocalBudget and FinanceCommunity - Quality of LifeCulture, Recreation and EntertainmentEconomic & Business AffairsEnvironmentGeneral Local AdministrationPublic SafetyPublic ServicesSocial 3286293297297301305307313Government - State / FederalAgriculture, Fisheries and ForestryEducationEmployment and Workplace RelationsFinance / TreasuryForeign Affairs and TradeGeneral State AdministrationHealthcareHuman / Social ServicesLaw and JusticeMilitary, Security and DefenseResources and EnergyTourismTransportation and InfrastructureHealthcareEmergency Response / Ambulance ServicesHealthcare Support ServicesHospitalsMedical LaboratoryMedical PracticePreventive HealthcareVeterinary MedicineHospitality & TourismFood and Beverage ServiceHotel / AccommodationTour OperatorTravel AgencyInfrastructure ediaBroadcasting (TV and Radio)Film and MusicSocial MediaNon-profit / Non-governmentalPostal and Courier Services

09409418426432440Professional ServicesAccounting ServicesBusiness ConsultingEngineeringLegal PracticeRecruitment / Employment ActivitiesPublishingReal Estate / PropertyProperty ManagementReal Estate DevelopmentReal Estate TransactionsResourcesCoal and Minerals MiningOil and GasSustainability / Green EnergyRetailSport ManagementCoaching / TrainingSport Club ManagementSport Event OrganizationSportsAmerican FootballBadmintonBaseballBasketballCricketFootball / SoccerRugbyTennisTelecommunications / Call CenterCall Land Transport (Road & Rail)Local Public TransportMarine Transport / ectricityNatural GasWater and SewageRelated publications from The KPI InstituteTop 25 KPIs Reports2013 - 2014 Top KPIs ReportsThe KPI Institute ProfessionalCertification ProgramsCertification Programs Infographic 2015The KPI Dictionary: 4,800 KPI definitionsVolume 2: Industries3

IntroductionDictionaries have been around for centuries and their main function is to provide conceptual or linguistic definitions, alongwith information about the correct language usage. The earliest historical mention of a dictionary is from Babylon, in the 6thcentury BC. The 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.The 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. The dictionary not only defines the indicators, but also contains an explicitpresentation of the calculation formula.The 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, The 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.The main activities of The 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, The KPI Institute has developed the TopKPIs Reports collection, along with more extensive resources, like The KPI Compendium and KPI Dictionaries. Also, to helporganizations design or improve their performance management architecture, The 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, TheKPI Institute provides a broad set of education services. The 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, The 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.4

How to use this bookThe KPI Dictionary is a useful tool in the process of understanding, selecting and working with KPIs. The book containsdefinitions and calculation formulas for more than 4,800 KPIs covering 25 industries:AgricultureArts and CultureConstruction and Capital WorksCustomsEducation and TrainingFinancial InstitutionsGovernment – LocalGovernment – State / FederalHealthcareHospitality and TourismInfrastructure OperationsManufacturingMediaNon-profit / Non-governmentalPostal and Courier ServicesProfessional ServicesPublishingReal Estate / PropertyResourcesRetailSport ManagementSportsTelecommunications / Call CenterTransportationUtilitiesProfessionals, 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. They don’t have to look anymore for themthrough dozens of publications as The KPI Dictionary brings the most relevant information in one single book.The KPI Dictionary is easy to use, as the KPIs are clustered on an industry basis and sorted in alphabetical order. Furthermore, eachindicator contains the following sections:nameEach KPI name is preceded by a symbol.There are three symbols used dependingon the KPI’s measurement unit: - value of: Operating costs # - number of: # Projects approved % - percentage of: % Projects completed on timedefinitionSuccinct description of theindicator, providing more detailsin regards to what the KPI ismeasuring. It also supports abetter understanding of how tocalculate the KPI.# Call handling timeMeasures the average time needed for one call to be handled,including the talk time itself and the work performed after the call.Ai # Handling time for call ‘i’, (in minutes), where i 1 to nn # Calls handled(A1 A2 . An)/n# Call handling timeMeasures the average time needed for one call to be handled,including the talk time itself and the work performed after the call.Ai # Handling time for call ‘i’, (in minutes), where i 1 to nn # Calls handled(A1 A2 . An)/nsub-metricsMetrics used in calculating theKPI. In some cases, the KPI maynot need any other metrics forcalculation and this section willcoincide with the KPI’s name.sK165# Call handling timeMeasures the average time needed for one call to be handled,including the talk time itself and the work performed after the call.Ai # Handling time for call ‘i’, (in minutes), where i 1 to nn # Calls handled(A1 A2 . An)/n8sK165sK165

calculationformulaid codeExpresses the mathematicalformula to compute the KPI.The 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 surveyIndicates the unique numericalreference assigned to each KPI onsmartKPIs.com. This code can be usedto search more details about the KPI onhttp://www.smartkpis.com/kpi/browse-kpis/# Call handling timeMeasures the average time needed for one call to be handled,including the talk time itself and the work performed after the call.Ai # Handling time for call ‘i’, (in minutes), where i 1 to nn # Calls handled(A1 A2 . An)/nsK165# Call handling timeMeasures the average time needed for one call to be handled,including the talk time itself and the work performed after the call.Ai # Handling time for call ‘i’, (in minutes), where i 1 to nn # Calls handled(A1 A2 . An)/nsK165The KPI Dictionary can be used in the early stages of implementing a performance management framework, in the process ofselecting and documenting KPIs, but also to improve an existing performance measurement system. The ways in which one couldget 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!The KPI Dictionary: 4,800 KPI definitionsVolume 2: Industries9

KPI TaxonomyThis section lists the categories and subcategories of the KPI taxonomy used for structuring the content of this volume.The numbers in front represent how many KPI examples are available in this volume in each category/subcategory.Number of KPI examples1947056442420539301361451310032Category / subcategoryFinancial InstitutionsBanking and 947056442410Financial InstitutionsBanking and sForestry and LoggingLivestock, Hunting and Fishingp.12Arts and CultureEvent Production and PromotionLibraries and ArchivesMuseums77 Construction & Capital Works27 Civil Engineering50 Construction of Financial InstitutionsBanking and CreditInsuranceInvestmentsMortgagesp.79Government - Local66529293686794999136122Budget and FinanceCommunity - Quality of LifeCulture, Recreation and EntertainmentEconomic & Business AffairsEnvironmentGeneral Local AdministrationPublic SafetyPublic ServicesSocial Services59744694619410108219719496447Agriculture, Fisheries and ForestryEducationEmployment and Workplace RelationsFinance / TreasuryForeign Affairs and TradeGeneral State AdministrationHealthcareHuman / Social ServicesLaw and JusticeMilitary, Security and DefenseResources and EnergyTourismTransportation and Infrastructure31033331123064317Emergency Response / Ambulance ServicesHealthcare Support ServicesHospitalsMedical LaboratoryMedical PracticePreventive HealthcareVeterinary Medicinep.96p.30p.43CustomsBorder Protection and EnforcementCompliance and Risk ManagementCustoms AdministrationImmigration and TravelRevenue CollectionTrade FacilitationCategory page numberp.51Government - State / Federalp.162Education & TrainingAcademic EducationColleges and UniversitiesTraining and Other Educationp.64Financial InstitutionsBanking and .221

1725573222227883101266838107424421Hospitality & TourismFood and Beverage ServiceHotel / AccommodationTour OperatorTravel tailp.369Sport ManagementCoaching / TrainingSport Club ManagementSport Event Organizationp.374p.293MediaBroadcasting (TV and Radio)Film and MusicSocial MediaCoal and Minerals MiningOil and GasSustainability / Green Energyp.251Infrastructure 60Non-profit / Non-governmentalp.30761Postal and Courier Servicesp.3131862434375239Professional ServicesAccounting ServicesBusiness ConsultingEngineeringLegal PracticeRecruitment / Employment Activitiesp.31946Publishingp.336143842534Property ManagementReal Estate DevelopmentReal Estate TransactionsReal Estate / Propertyp.340Sports1501210292010271032American FootballBadmintonBaseballBasketballCricketFootball / SoccerRugbyTennis115561841Call and Transport (Road & Rail)Local Public TransportMarine Transport / ShippingTaxi3069758151ElectricityNatural GasWater and Sewagep.382Telecommunications / Call Centerp.398Transportationp.409UtilitiesThe KPI Dictionary: 4,800 KPI definitionsp.443Volume 2: Industries11

AgricultureACropsgriculture 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. The 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. Cost of harvesting% Adequacy of irrigationMeasures the proportion of the water depth added at the root ofthe irrigated plants, out of the water depth required.Measures the average expense for harvesting different types ofcrops per hectare, tonne or box.A # Stored water depth after irrigation (in millimeters)B # Required water depth (in millimeters)A Harvesting costB # Harvested area, or # Production, in tonnes(A/B)*100A/BsK5315sK608 Cost of pasture production% Agricultural machinery availabilityMeasures the percentage of agricultural machinery, such ascombines or tractors, that is active, out of the total number ofagricultural machinery.A # Available agricultural machineryB # Agricultural machinery(A/B)*100A Cost of pasture productionB # Tonnes of hay produced, or # Hectares of pasture landmanagedA/BsK677sK2701# Crop yieldMeasures the average crop size (wheat, corn, fruits) harvestedper hectare.% Agricultural water intensityMeasures the percentage of water volume withdrawn forirrigation and livestock purposes, out of the total volume ofrenewable water resources.A # Agricultural water withdrawalB # Renewable water resources(A/B)*100Measures the average cost of pasture production per tonne ofhay produced or hectare of pasture land managed.A # Crop harvested, in tonnesB # Cultivated land, in hectaresA/BsK4345# Depth to groundwatersK6410Measures the shortest vertical distance from the soil surface tothe first water level below ground.A # Depth to groundwater# Area of land cultivatedAMeasures the total surface of the cultivated area.# Energy per unit volume of water pumpedA # Surface of the land cultivated, in hectaresAsK445Measures the average tree canopy volume, based on the treeheight, trunk circumference and canopy diameter.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)12Measures the average energy consumption per cubic meter ofwater pumped for irrigation.A # Energy consumption during the irrigation season (in kWh)B # Water pumped during the irrigation season (in cubic meters)# Canopy volume(A1 A2 . An)/n, where An B*C*DsK1492A/BsK4092% Farmers using conservation farming methodsMeasures the extent to which farmers use conservation tillagemethods in cultivating land.A # Farmers using conservation farming methodsB # FarmerssK613(A/B)*100sK561

The 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, The KPI Institutehas assisted over 28,000 organizations in finding solutions to their KPI needs.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. The dictionary not onlydefines the indicators, but also contains an explicit presentation of the calculation formula.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.Top 25 KPIs Reports by Functional AreaTop 25 KPIs Reports by IndustryThe KPI Institute offers a variety of in-depth publications that enableyou to keep up to date with industry trends and leaders. Through itspublications, it provides an overview of the performance management stateof discipline and offers innovative tools, facilitating the implementationof performance management and measurement systems.

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

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