KPIs for SMEs

by Ross Maynard
access120 days access
cpd hours4 CPD hours

This course will enable you to:

  • Establish the framework and the tools you need for managing performance in SMEs
  • Understand the most important KPIs for customer performance and employee performance
  • Develop a set of KPIs for your SME to measure the effectiveness and efficiency of the business
  • Be confident about KPIs to measure SME financial performance
  • Whittle down your KPIs to the ones that really matter

There are many performance measures available literally hundreds. We call them key performance indicators (KPIs). But they can't all be "key" and they are not all equally useful, especially not to small and medium sized businesses. SMEs require KPIs that are easy to measure and easy to understand and that provide valuable information about how to effectively run the business.

Now enhanced with additional case studies and video interviews with the author, this course is about performance measures that work for micro, small and medium-sized enterprises (SMEs). The course provides a straightforward method of performance monitoring that allows problems to be identified and addressed.

Getting started

  • KPI measures in SMEs
  • Why measure performance?
  • The benefits of KPIs
  • How variation impacts performance
  • Displaying performance data
  • The XmR chart
  • Collecting robust and consistent data
  • Plotting data in time order
  • Calculate the natural process limits
  • Analyse the behaviour of the process
  • Performance improvements in SMEs
  • Percentages and ratios
  • Analysing performance data
  • Dealing with variation
  • Using the XmR chart to drive action
  • Measuring progress

Customer KPIs

  • The need for customer KPIs
  • What do your customers want?
  • Good KPIs for customer performance
  • Measuring customer activity
  • The perils of active customers
  • Measuring sales within a time period
  • Monitoring customer returns
  • Measuring the percentage of sales from new products
  • Measuring delivery and quotation performance
  • Delivery performance
  • The power of customer KPIs
  • Measuring customer support and satisfaction
  • Choosing customer KPIs
  • KPIs for customers

Employee KPIs

  • The need for employee KPIs
  • Are your employees effective?
  • Good KPIs for employee performance
  • Employee turnover
  • Skills matrix performance measures
  • KPIs in the health sector
  • Measuring employee involvement and satisfaction
  • The power of employee KPIs
  • Choosing employee KPIs
  • For your employment

Operational KPIs

  • The need for operational KPIs
  • How efficient are your processes?
  • Good KPIs for operational performance
  • Monitoring processes
  • KPIs in the manufacturing industry
  • Inventory turnover
  • Measuring the quality of products
  • Measuring suppliers' delivery performance
  • The power of operational KPIs
  • Choosing operational KPIs
  • Trusting the process

Financial KPIs

  • The need for financial KPIs
  • How do you measure financial health?
  • Good KPIs for financial performance
  • Measuring the contribution margin by value stream
  • Measuring productivity
  • The acid test ratio
  • Measuring debtors and cash flow
  • Interest cover
  • The power of financial KPIs
  • Choosing financial KPIs

Monitoring and managing performance

  • Selecting the final list of KPIs
  • How many KPIs should SMEs use?
  • Principles for monitoring and managing performance
  • Framework for managing performance
  • Monitoring and managing with KPIs
  • Methods for monitoring and analysing performance
  • Where should we start?
  • Implement your initial KPIs
  • How important are KPIs?
  • Putting it into practice

Ross Maynard is a Fellow of the Chartered Institute of Management Accountants. He has worked as a consultant and trainer for over 20 years, specialising in process improvement and lean for finance teams. He has presented at lean conferences in the UK, Australia, Italy and Denmark and has written many articles and blogs on process improvement. These can be found at

Ross is author of "Successful Business Growth in a Week" published by Hodder and Stoughton in 1998.

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