1. Foundations Consulting “Supporting Your Growth” The Balanced Scorecard & KPI’s “You can’t improve what you don’t measure” (Kaplan & Norton) CustomersFinancials Internal Processes Products/Services Human Capital (Lag Indicators) (Lead Indicators)

2. Foundations Consulting “Supporting Your Growth” Examples of KPI’s might include: No. of Leads per Month No. of Quotes/Proposals per Month No. of New Projects Won per Month No. of New Customers per Month No. of Repeat Customers per Month No. of Active Customer per Month New Customers/Lost Customers Ratio Average Customer Response Time Customer Satisfaction Level (survey rating) No. of Customer Complaints per Month No. of Missed Orders/Lost Orders per Month No. of Warranty Calls per Month No. of Product Returns per Month Total Sales per Customer per Month % of Market Share No. of Customers or Sales per Staff

3. Foundations Consulting “Supporting Your Growth” Examples of KPI’s might include: Total Sales per Service Line per Month Total Net Revenue per Month Total Net Profit per Month Profitability/Sales Ratio (%) Revenue/Expense Ratio (%) Stock Turns per Item per Month Debt/Equity Ratio Interest Coverage Current Ratio Accounts Receivable Days Accounts Payable Days Inventory Days Return on Assets Return on Equity Return on Capital Employed (ROCE) Share Price

4. Foundations Consulting “Supporting Your Growth” Examples of KPI’s might include: Development of new Products/Services No. of New Ideas per Month No. of Procedures Documented. DIFOT No. of Rings before Phone Answered No. of Quality Defects Pollution/Emission Levels Production Costs Productivity Improvements Wastage Improvements Implementation of New Tools/Technology Knowledge/IP Management Framework Accident/Injury Rate & Lost Time Community Groups/Projects Sponsored Compliance with Regulatory Requirements

5. Foundations Consulting “Supporting Your Growth” Examples of KPI’s might include: Staff Turnover Rate Average Length of Service for Employees No. of Employees & Recruitment Targets Absenteeism/Sick Leave Levels No. of Training Hours per Staff Total Training Cost per Staff Member No. of Staff Cross Trained in Skills Performance Reviews Completed Staff Incentives No. of Cross Department Assignments Staff Satisfaction Level (survey)

6. Foundations Consulting “Supporting Your Growth” Getting Started: Identify which metrics to include - need to reflect drivers behind SCA, indicators relating to Revenue Model Cause/Effect, other CSF & measures of interest important to overall strategies. Set the metric, do a baseline calculation (where we are today) and set realistic target. Determine if reporting systems (Output) and business procedures support the gathering (Input) and presentation of this data/information. Need to identify the source of that information and ensure it’s accuracy, completeness and timeliness. Need to review Balanced Scorecard regularly (ie. monthly) to address ‘trouble spots’ & reset actions. Explore automated tools to assist with reporting progress & performing analysis – EIS One.