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‎README.md

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<subcontents>
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KPI examples:
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* [Finance](examples/finance.md)
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* [Business process](examples/business_process.md)
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* [Ecommerce](examples/ecommerce.md)
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* [Efficiency](examples/efficiency.md)
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* [Compliance](examples/compliance.md)
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* [Service level agreements (SLAs)](examples/service_level_agreements.md)
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* [Service quality](examples/service_quality.md)
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* [Programmers](examples/programmers.md)
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* [DevOps](examples/devops.md)
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* [Kanban](examples/kanban.md)
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Examples:
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* [KPI examples for business](examples/business/index.md)
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* [KPI examples for compliance](examples/compliance/index.md)
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* [KPI examples for devops](examples/devops/index.md)
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* [KPI examples for ecommerce](examples/ecommerce/index.md)
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* [KPI examples for efficiency](examples/efficiency/index.md)
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* [KPI examples for finance](examples/finance/index.md)
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* [Examples](examples/index.md)
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* [KPI examples for kanban](examples/kanban/index.md)
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* [KPI examples for programmers](examples/programmers/index.md)
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* [KPI examples for service level agreements (SLAs)](examples/service-level-agreements/index.md)
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* [KPI examples for service quality](examples/service-quality/index.md)
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* [KPI examples for value stream map (VSM) areas](examples/value-stream-map/index.md)
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</subcontents>
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‎examples/business.md

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‎examples/business/index.md

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# KPI examples for business
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KPI examples for gauging business performance:
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* Percentage of processes where completion falls within +/- 5% of the estimated completion
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* Average process overdue time
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* Percentage of overdue processes
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* Average process age
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* Percentage of processes where the actual number assigned resources is less than planned number of assigned resources
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* Sum of costs of “killed” / stopped active processes
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* Average time to complete task
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* Sum of deviation of time (e.g. in days) against planned schedule of all active projects

‎examples/compliance.md ‎examples/compliance/index.md

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# KPI examples for compliance
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KPI examples for compliance, auditing, regulation, and so forth:
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KPI examples for compliance, such as auditing, regulating, reporting, etc.:
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* Average time lag between identification of external compliance issues and resolution
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* Frequency (in days) of compliance reviews
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* Budget

‎examples/devops.md ‎examples/devops/index.md

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KPI examples for DevOps, software deployements and operations, and so forth:
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* Deployment success rate
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* Deployment frequency
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*Deployment speed
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* Deployment speed
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* Failure rate
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* Time to recovery
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* Happier lives for sysadmins and developers
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* Happier lives for developers and operators

‎examples/ecommerce.md

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‎examples/ecommerce/index.md

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# KPI examples for ecommerce
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KPI examples for ecommerce, online shopping, internet sales, and so forth:
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* Shopping Cart Abandonment Rate
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* Average Order Value (AOV)
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* Gross Profit Margin
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* Percent of Returning Customers
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* Customer Acquisition Cost (CAC)
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* Customer Lifetime Value (CLV)
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* Customer Retention Rate (CRR)
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* Revenue by Traffic Source
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* Revenue from Returning Customers
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* Refund and Return rates
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* Website Traffic
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* Conversion Rate

‎examples/efficiency.md

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‎examples/efficiency/index.md

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# KPI examples for efficiency
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KPI examples for efficiency, such as performance, outputs, etc.:
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* Cycle time from request to delivery
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* Average cycle time from request to delivery
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* Call length
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* Volume of tasks per staff
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* Number of staff involved
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* Number of reminders
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* Number of alerts
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* Customer ratings of service
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* Number of customer complaints
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* Number of process errors
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* Number of human errors
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* Time allocated for administration, management, training

‎examples/finance.md

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‎examples/finance/index.md

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# KPI examples for finance
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Money:
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* Sales growth
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* Improved cash flow
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* ROI or ROE
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Customer value:
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* Customer on-time delivery %
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* Customer lead time reductions
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* Customer satisfaction ratings
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Operations improvements:
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* Inventory turns
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* Overall trhoughput
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* Lead time reductions
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Productivity improvements:
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* Overall efficiency % gains
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* Sales per employee

‎examples/index.md

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# Examples
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* [KPI examples for business](business/index.md)
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* [KPI examples for compliance](compliance/index.md)
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* [KPI examples for DevOps](devops/index.md)
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* [KPI examples for ecommerce](ecommerce/index.md)
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* [KPI examples for efficiency](efficiency/index.md)
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* [KPI examples for finance](finance/index.md)
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* [KPI examples for kanban](kanban/index.md)
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* [KPI examples for programmers](programmers/index.md)
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* [KPI examples for service level agreements (SLAs)](service-level-agreements/index.md)
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* [KPI examples for service quality](service-quality/index.md)
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* [KPI examples for value stream map (VSM) areas](value-stream-map/index.md)
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## Credits
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* [PNMsoft KPI Examples](http://www.pnmsoft.com/resources/bpm-tutorial/key-performance-indicators/)
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* [Metrics and Performance Measurement System for the Lean Enterprise](https://ocw.mit.edu/courses/aeronautics-and-astronautics/16-852j-integrating-the-lean-enterprise-fall-2005/lecture-notes/12_metrics.pdf)

‎examples/kanban.md

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‎examples/kanban/index.md

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# KPI examples for kanban
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KPI examples for kanban workflow, agile storyboards, and so forth:
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* Throughput: the number of cards completed this week
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* Lead time for each card (completed date and start date)
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* Average lead time for this week
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* Cards completed with > 0 blocked days
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* Total blocked days
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* A list of places where cards were blocked

‎examples/programmers.md ‎examples/programmers/index.md

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KPI examples for programmers, software developers, coders, and so forth:
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* Reliability = points completed/points committed
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* Predictability = 1-standard deviation of Velocity last 4 sprints/average velocity 4 sprints
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* DRE: Defect Removal Efficiency: Bugs Found/Bugs Found + Escaped Bugs
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* Defect Removal: Critical Bugs/ Total Bugs (critical + non-critical)
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* Accuracy Story Churn - % of how many stories need to be restarted
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* Bug Cycle Time and /or Bug Response Time
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* WIP Work In Progress - how many stories are being started and not done at any given time.
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* (Estimation hours / Estimated # Tasks) completed per period
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* Estimated tasks completed per estimated hours
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* Estimated task hours completed per period
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* Task extension hours requested (justified) per period
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* Task extension hours requested (unjustified) per period
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* Management overhead hours required per period
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* Team contribution per period
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* Avg code review score per period

‎examples/service-level-agreements/index.md

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# KPI examples for service level agreements (SLAs)
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KPI examples for service level agreements, such as contracts, guarantees, ways of working, etc.:
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* Percentage of service requests resolved within an agreed-upon/acceptable period of time
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* Cost of service delivery as defined in Service Level Agreement (SLA) based on a set period such as month or quarter
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* Percentage of outage (unavailability) due to implementation of planned changes, relative to the service hours
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* Average time (e.g. in hours) between the occurrence of an incident and its resolution
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* Downtime – the percentage of the time service is available
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* Availability – the total service time = the mean time between failure (MTBF) and the mean time to repair (MTTR)
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* Number of outstanding actions against last SLA review
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* The deviation of the planned budget (cost) is the difference in costs between the planned baseline against the actual budget of the Service Level Agreement (SLA)
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* Percentage of correspondence replied to on time
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* Percentage of incoming service requests of customers have to be completely answered within x amount of time
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* Number of complaints received within the measurement period
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* Percentage of customer issues that were solved by the first phone call
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* Number of operator activities per call – maximum possible, minimum possible, and average. (E.g. take call, log call, attempt dispatch, retry dispatch, escalate dispatch, reassign dispatch, etc.)
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* The number of answered phone call per hour
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* Total Calling Time per Day or week.
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* Average queue time of incoming phone calls
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* Cost per minute of handle time
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* Number of un-responded emails
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* Average after call work time (work done after call has been concluded)
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* Costs of operating a call centre / service desk, usually for a specific period such as month or quarter
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* Average number of calls / service requests per employee of call center / service desk within measurement period
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* Number of complaints received within the measurement period

‎examples/service-quality/index.md

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# KPI examples for service quality
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KPI examples for service quality, customer relations, call centers, and so forth:
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* Cycle time from request to delivery
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* Call length – the time to answer a call
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* Volume of calls handled – per call centre staff
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* Number of escalations how many bad
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* Number of reminders – how many at risk
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* Number of alerts – overall summary
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* Customer ratings of service – customer satisfaction
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* Number of customer complaints – problems
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* Number of late tasks – late
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* Efficiency – Key Performance Indicators

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