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Metrics and KPIs

Metrics and key performance indicators (KPIs) allow organizations to gauge and assess the performances of all facets of their organization (e.g., divisions, branches, business units, departments, suppliers, brokers, and employees). The selected KPIs need to tie directly back to the strategic directives set by senior management. Measuring operational excellence, cost leadership, product/service differentiation, and customer intimacy against benchmarks provides for weakness identification and business process improvement.
Empower IT works with its clients to ensure that the proper metrics are in place to achieve their business optimization goals. The following are some examples of KPIs and metrics that can be applied to the respective areas of any organization.

Compliance, Governance, and Legal

  • Percentage of past due corrective actions
  • Number of major internal control breaches
  • Number of weaknesses identified by external qualification and certification reports

Customer Service

  • Percentage of customer service requests answered in a given timeframe
  • Percentage of dormant customers
  • First-call resolution rate

Finance and Accounting

  • Return on Investment (ROI)
  • Number of outstanding invoices
  • Cycle time to process payroll

Human Resources

  • Percentage of new hires achieving satisfactory appraisal at first assessment
  • Average time to competence


  • Percentage of a process that is free of defects – yield %
  • Mean-time between failure (MTBF)
  • Production plan variance

Sales and Marketing 

  • Market share percentage
  • Sales productivity ratio
  • Average lifetime value of customers

Supply Chain, Inventory, and Logistics

  • Inventory Accuracy
  • Total transport cost as percentage of delivered sales 
  • Percentage of orders delivered with damaged products/items


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