Chapter #7
A ________ is a particular type of report that is made up of strategic objectives and metrics to help the organization reach its target measures in line with strategic goals. A) balanced scorecard B) digital dashboard C) key performance indicator D) performance metric
A
Market growth rate is which of the following types of KPI? A) Marketing B) Customer C) Operational D) Financial performance
A
Market share is which of the following types of KPI? A) Marketing B) Customer C) Operational D) Financial performance
A
Revenue per employee is which of the following types of KPI? A) Employee performance B) Operational C) Customer D) Financial performance
A
Social networking footprint is which of the following types of KPI? A) Marketing B) Operational C) Customer D) Financial performance
A
Staff advocacy score is which of the following types of KPI? A) Employee performance B) Operational C) Customer D) Financial performance
A
Training return on investment is which of the following types of KPI? A) Employee performance B) Operational C) Customer D) Financial performance
A
Which of the following is an example of a financial performance KPI? A) Economic value added B) Brand equity C) Klout score D) Earned value (EV) metric
A
A ________ is an interactive report showing the most important metrics to help users understand how a company or an organization is performing. A) balanced scorecard B) digital dashboard C) key performance indicators D) performance metric
B
First pass yield is which of the following types of KPI? A) Employee performance B) Operational C) Customer D) Financial performance
B
Inventory shrinkage rate is which of the following types of KPI? A) Employee performance B) Operational C) Customer D) Financial performance
B
Process downtime level is which of the following types of KPI? A) Employee performance B) Operational C) Customer D) Financial performance
B
Return on innovation investment is which of the following types of KPI? A) Employee performance B) Operational C) Customer D) Financial performance
B
Which of the following is an example of an Employee Performance KPI? A) Six Sigma Level B) Salary competitiveness ratio C) First contact resolution D) Working capital ratio
B
A ________ is a particular type of metric that an organization deems the most important and influential on decision-making. A) balanced scorecard B) digital dashboard C) key performance indicator D) performance metric
C
Customer retention rate is which of the following types of KPI? A) Employee performance B) Operational C) Customer D) Financial performance
C
Customer turnover rate is which of the following types of KPI? A) Employee performance B) Operational C) Customer D) Financial performance
C
Energy consumption is which of the following types of KPI? A) Employee performance B) Operational C) Environmental and social sustainability D) Financial performance
C
The balanced scorecard is comprised of four components; which of the following is not an item that should be identified for each component? A) objectives B) measures C) destinations D) initiatives
C
Waste reduction rate is which of the following types of KPI? A) Employee performance B) Operational C) Environmental and social sustainability D) Financial performance
C
Which of the following is an example of a marketing KPI? A) Customer lifetime value B) Quality index C) Page views and bounce rate D) Time to market
C
Which of the following is an example of an operational KPI? A) CAPEX to sales ratio B) Absenteeism Bradford factor C) Overall equipment effectiveness D) Product recycling rate
C
A ________ is a calculation measuring how an organization is performing, particularly when that measure is compared to a baseline. A) balanced scorecard B) digital dashboard C) key performance indicator D) performance metric
D
EBITDA is which of the following types of KPI? A) Employee performance B) Operational C) Marketing D) Financial performance
D
Operating expense ratio is which of the following types of KPI? A) Employee performance B) Operational C) Marketing D) Financial performance
D
Operating profit margin is which of the following types of KPI? A) Employee performance B) Operational C) Marketing D) Financial performance
D
Return on investment is which of the following types of KPI? A) Employee performance B) Operational C) Marketing D) Financial performance
D
The balanced scorecard is comprised of four components, which of the following is not a component of a balanced scorecard? A) Financial B) Customer C) Internal process D) External process
D
Which of the following is an example of a customer KPI? A) Customer online engagement level B) Capacity utilization rate C) Cost per lead D) Net promoter score
D
Which of the following is an example of an environmental and social performance sustainability KPI? A) 360-degree feedback score B) Process waste level C) Conversion rate D) Supply chain miles
D
Customer KPIs include price earnings ratio, net promoter score, and customer retention score.
False
Data analytics has the potential to transform the manner in which companies run their businesses to better determine the gaps in actual company performance.
False
Employee Performance KPIs include staff advocacy score and overall equipment effectiveness.
False
Performance metrics can be used to determine competence.
False
Since KPI dashboards are usually monitored on a daily basis, the importance of communication between all users is trivial.
False
The balanced scorecard is based around a company's profit and loss statement.
False
The balanced scorecard is comprised of four components: financial, customer, internal process and organizational validity.
False
A balanced scorecard includes a well-defined mission, vision and set of values which are integral in creating and maintaining a successful culture.
True
A digital dashboard allows for communicating a selection of KPIs.
True
A proper strategy for a company's growth considers what a firm does well and how it achieves it.
True
Creating a balanced scorecard or any type of digital dashboard to present KPIs for decision-making follows the IMPACT model.
True
Data analytics is the process of measuring past performance while comparing it to targeted goals to better evaluate a company's progress.
True
Data visualization is the most effective way to communicate the result of any data analysis.
True
Environmental and social sustainability KPIs include energy consumption and carbon footprint.
True
Financial performance KPIs include net profit, net profit margin, and gross profit margin.
True
KPI data is typically stored in the company's ERP or accounting information system while KPI data analysis for the digital dashboard is created in a data visualization tool such as Excel or Tableau.
True
Operational KPIs include six sigma level and first contact resolution.
True
The IMPACT model should be used to complete a project using a balanced scorecard or some other type of digital dashboard to highlight metrics and KPIs.
True
The balanced scorecard helps companies turn their strategic goals into action by identifying the most important metrics to measure.
True
The value of a digital dashboard is maximized when the metrics provided are used to impact decision-making and action.
True
