Resource Library

Net Promoter Score

This measure calculates the percentage of customers who are promoters minus the percentage of customers who are detractors. An organization's Net Promoter Score (NPS) is…

Budget for sales as a percentage of revenue

This measure calculates the total annual budget for sales as a percentage of revenue. The budget for sales is the amount an organization predicts it will expend to operate…

Average cost per sales order for orders received through new channels

This measure calculates the average cost of sales orders received through new channels (digital/electronic), which include internet, EDI, and mobile platforms. It is part of…

Average cost per sales order for orders received through traditional channels

This measure calculates the average cost of sales orders received through traditional channels, which include face-to-face, phone calls, postal mail, and facsimiles. It is…

Average number of line items per invoice

This measure calculates the average number of line items per invoice billed/invoiced annually. An invoice line item is a single entry on an invoice. For example, an invoice…

Cycle time in days to generate complete and correct billing data

This measure calculates the number of calendar days (including weekends) it takes to generate complete and correct billing data. It is a Cycle Time measure that helps…

Cycle time in hours from the time a sales order is received until the time manufacturing/logistics is notified

This measure calculates the number of hours elapsed between receipt of a sales order and notification of manufacturing/logistics. It is part of a set of Cycle Time measures…

Cycle time in days between transmission of invoice and shipment of goods or delivery of services

This measure calculates the number of calendar days (including weekends) that elapse between when an invoice/bill is transmitted to the customer and when goods/services are…

Cycle time in days for credit approval

This measure calculates the average number of calendar days (including weekends) it takes to receive credit approval. It is a Cycle Time measure that helps companies analyze…

Percentage of billed/invoiced line items offering a discount

This measure calculates the percentage of line items on an invoice/bill that offer a discount. A discount is a reduction in the amount of an invoice/bill to be paid if the…

Percentage of invoice line items processed error free the first time

This measure calculates the percentage of invoice line items processed error free the first time. An invoice line item is a single entry on an invoice. For example, an…

Number of FTEs that perform the process "manage sales orders" per $1 billion revenue

This measure calculates the number of full-time equivalent employees (FTEs) tending to the entire process "manage sales orders" per $1 billion revenue. The "manage sales…

Number of FTEs that perform the process "invoice customer" per $1 billion revenue

This measure calculates the number of full-time equivalent employees (FTEs) per $1 billion revenue that develop and deliver customer invoices. It is part of a set of Process…

Personnel cost to perform the process "manage sales orders" per $1,000 revenue

This measure calculates the amount of personnel cost per $1,000 revenue for the process "manage sales orders." Personnel cost includes employee salaries/wages, bonuses,…

Percentage of sales orders received through new (such as digital/electronic) channels

This measure calculates the percentage of sales orders that are received through new channels. New channels include digital or electronic channels, such as internet,…