除了按国民经济行业分类整理常用的 KPI 外，我们按组织的市场、销售、客户服务、人力资源、财务和信息技术等职能部门，也整理了一些常用的KPI指标。

市场部门

以下是市场职能部门常用的部分 KPI 指标，仅供参考：

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广告点击率（CTR） 广告活动的平均回应率 品牌知名度 品牌考虑 品牌信誉 品牌实力 媒体报道的列英寸 消费者意识 接触率（有效接触的联系人数/目标列表中的联系人数） 每条线索的转换成本 每条线索的成本 每千次展示费用（CPM） 材料交付 有效触及率 总评分点（GRP） 品牌增长可持续率 产生的销售线索 营销预算意识需求比 营销预算比率（MER） 商业杂志上的文章放置数量 拜访客户次数 产品聚焦小组的数量 客户满意度调查的数量 商业杂志的刊登数量 参加/参与的贸易展览数量  愿意推广您的产品/服务的客户百分比 Q得分（一种衡量品牌的熟悉程度和吸引力的方法） 反应速度 品牌的投资回报率（ROI） 市场营销投资回报率（ROMI） 品牌创收能力 保持预算 目标评级点 客户获取总成本 品牌交易价值 网站点击率 网站点击 网站产生的线索

Ad click-through ratio (CTR) Average response rates of campaigns Brand awareness percentage Brand consideration Brand credibility Brand strength Column inches of media coverage Consumer awareness Contact rate (number of contacts effectively contacted / number of contacts in the target list) Cost per converted lead Cost per lead Cost per mille (CPM) Delivery of materials Effective reach Gross rating point (GRP) Growth sustainability rate of brand Leads generated Marketing budget awareness-demand ratio Marketing budget ratio (MER) Number of article placements in trade magazines Number of client visits Number of product focus groups conducted Number of customer satisfaction surveys administered Number of placements in trade magazines Number of trade shows attended / participated in Percentage of customers willing to promote your product/service Q score (a way to measure the familiarity and appeal of a brand, etc.) Response rate Return on investment (ROI) of brand Return on marketing investment (ROMI) Revenue generation capabilities of brand Staying in budget Target rating point Total cost of customer acquisition Transaction value of brand Website click-throughs Website hits Website leads generated

销售部门

以下是销售职能部门常用的部分 KPI 指标，仅供参考：

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实际通话次数 实际销售价值与初始出价 销售预测的早晚 每个销售人员的平均管理时间 平均交易规模 完成交易的平均活动次数（通话，会议等） 每件产品的平均价格折扣 每个销售人员的平均价格折扣 每件产品的平均收入 通话任务 销售关单数量 销售关单比例 客户获取成本占销售价值的百分比 客户流失率 客户忠诚度 客户购买频率 客户满意度 销售交易频率 每种产品的毛利率 每个销售人员的毛利率 新销售人员的上班时间 认证合作伙伴数 每个合作伙伴的交易数量 FTE的销售订单数 完成任务的销售人员数量 每天/每周/每月/每季度/每年售出的单位数 合作伙伴流失率 合作伙伴利润率 销售机会转化百分比 在线销售收入百分比 新产品/服务的销售百分比 完成任务的销售代表的百分比 通过合作伙伴渠道获得的销售收入百分比 按销售阶段划分的销售管道 合格的销售线索 合格的销售机会 每个销售人员的销售收入 销售能力 销售周期 每个部门的销售额 销售人员营业额 销售任务 时间利用率 销售渠道中交易规模的未加权总和 销售价值损失 销售赢/输比率

Actual calls Actual sales value versus initial bid Age of sales forecast Average administrative time per sales person Average deal size Average number of activities (calls, meetings, etc.) to close a deal Average price discount per product Average price discount per sales person Average revenue per product Call quota Closed sales Closing ratio Customer acquisitions costs as a percentage of sales value Customer churn ratio Customer loyalty Customer purchase frequency Customer satisfaction Frequency of sales transactions Gross margin per product Gross margin per sales person New sales person ramp-up time Number of certified partners Number of deals per partner Number of sales orders by FTE Number of sales people meeting their quota Number of units sold per day/week/month/quarter/year Partner churn ratio Partner profit margin Percentage of converted opportunities Percentage of online sales revenue Percentage of sales due to launched product/services Percentage of sales representatives to achieve quota Percentage of sales revenue via partner channel Pipeline by sales stage Qualified leads Qualified opportunities Revenue per sales person Sales capacity Sales cycle time Sales per department Sales person turnover Sales quota Time utilization Unweighted sum of deal size in sales pipeline Value of sales lost Win/loss ratio percentage

客户服务部门

以下是客户服务职能部门常用的部分 KPI 指标，仅供参考：

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代理的全职员工占呼叫中心全职员工总数的百分比 应答百分比（应答的销售电话数/分配的销售电话总数） 通话后平均工作时间 每处理程序的平均呼叫/服务请求数 来电平均排队时间 每分钟处理时间的成本 呼叫中心/服务台的运营成本 电子邮件积压数量 现场服务技术人员利用率 命中率（售出产品与已收到总销售电话的比较） 呼入放弃率 代理拨打的呼入电话 呼入可用率 呼入平均通话时间 呼入平均话后处理时间 呼叫中心的呼入产生销售线索数量 呼叫中心的呼入产生销售机会数量 已处理的呼入来电 每个代理小时处理的呼入 呼入服务级别 投诉次数 在给定时间范围内能回答客户服务请求的百分比 转移呼叫的百分比 每天/每周/每月的总通话时间

Agent's full-time employees (FTEs) as percentage of total call center FTEs Answering percentage (number of sales calls answered/total number of sales calls offered) Average after-call work time Average number of calls/ service request per handler Average queue time of incoming phone calls Cost per minute of handle time Costs of operating call center/ service desk Email backlog Field service technician utilization Hit rate (products sold compared to total received sales calls) Inbound abandon rate Inbound agent dialed calls Inbound availability rate Inbound average talk time Inbound average wrap time Inbound call center leads created Inbound call center opportunities created Inbound calls handled Inbound calls handled per agent hour Inbound service level Number of complaints Percentage of customer service requests answered in given timeframe Percentage of calls transferred Total calling time per day/week/month

人力资源部门

以下是人力资源职能部门常用的部分 KPI 指标，仅供参考：

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实际租金与预算租金比 年度志愿员工离职率 年度志愿离职率 每个人力资源部门员工负责的员工平均数量 平均面试费用 经理的平均到位时间（以月为单位） 目前所有雇员的平均服务年限 离职的所有员工的平均服务时间 平均到位时间（以月为单位） 员工的平均培训时间 员工的平均休假天数 离职员工的平均绩效得分 平均退休年龄 平均工资 向指定经理汇报的所有员工的平均工资 每次招聘的平均寻找成本 员工从事相同工作/职务的平均时间 平均上班时间 更新员工记录的平均时间 员工的平均培训费用 补偿金占销售收入的百分比 临时工 员工对培训的满意度 已完成安置 男女员工比例 人力资源部门全职员工比例 该经理管理的临时工人数 人力资源平均服务年限（在职人员） 人力资源平均服务年限（离职人员） 人事部门每个全职员工的成本 人力资源人数-实际 人力资源人数-可用 人力资源与员工比例 职位空缺占所有职位的百分比 新员工素质 岗位填补时间 对招聘来的经理满意度 每次招聘的费用 员工效率 内部，外部和总人数的招聘成本和比例 报告期内为该经理完成的员工安置数量 兼职雇员占雇员总数的百分比 接受定期绩效考核的员工比例 接近休假的员工百分比 人力资源预算用于培训的百分比 新员工保留率 内部培训与外部培训的比例 标准工资与当地最低工资之比 培训的投资回报率（ROI） 总加班时间占所有工作时间的百分比 培训普及率（完成课程的员工与所有全职员工的百分比） 劳动力稳定性

Actual versus budgeted cost of hire Annualized voluntary employee turnover rate Annualized voluntary turnover rate Average headcount of employees each human resources (HR) employee working is caring for Average interviewing costs Average length of placement in months for the manager Average length of service of all current employees Average length of service of all employees who have separated Average months placement Average number of training hours per employee Average number of vacation days per employee Average performance scores of departing employees Average retirement age Average salary Average salary for all employees reporting to the selected manager Average sourcing cost per hire Average time employees are in same job/ function Average time to competence Average time to update employee records Average training costs per employee Compensation cost as a percentage of revenue Contingent workers Employee satisfaction with training End placements Female to male ratio Full-time employees (FTEs) per human resources (HR) department FTE Headcount of contingent workers for the manager HR average years of service (incumbents) HR average years of service (terminations) HR department cost per FTE HR headcount - Actual HR headcount - Available HR to employee staff ratio Job vacancies as a percentage of all positions New hire quality Time to fill Hiring manager satisfaction Cost per hire Staffing efficiency Internal, external, and total headcount recruiting costs and ratios Number of end placements made in the reporting period for the manager Part-time employees as a percentage of total employees Percentage of employees receiving regular performance reviews Percentage of employees that are near or at max for their vacation balances Percentage of HR budget spent on training Percentage of new hire retention Ratio of internal versus external training Ratio of standard level wage to local minimum wage Return on investment (ROI) of training Total overtime hours as a percentage of all work hours Training penetration rate (percentage of employees completing a course compared to all FTEs) Workforce stability

财务部门

以下是财务职能部门常用的部分 KPI 指标，仅供参考：

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会计费用 应付账款周转率 应收账款回收期 应收账款周转率 实际费用 应收金额（每个客户） 每客户平均应收帐金额 未付发票的平均货币价值 逾期发票的平均货币价值 每笔过账的平均引用次数 每个关键指标的预算差异 预算支出 资本支出 现金转换周期（CCC） 投资的现金流量回报率（CFROI） 销售商品成本（COGS） 支付的现金股利 每张工资单的成本 债权天数 流动应收款 年度复合增长率（CAGR） 费用报销的周期 工资处理的周期 解决发票错误的周期 解决工资错误的周期 应付天数 债务天数 直接成本 现金流折现 息税前利润（EBIT） 扣除利息，税项，折旧前的利润（EBITDA） 经济附加值（EVA） 员工可用时间 员工预定时间 员工工作中心负荷 企业价值/收购价值 费用帐户贷方交易 费用帐户借方交易 费用帐户交易 固定成本 毛利 毛利率 间接费用 存货周转率 存货价值 发票处理成本 内部收益率（IRR） 市场占有率相对百分比 现金净变动 净收入 净现值（NPV） 未结发票数 未申请收据的数量 逾期贷款数量 未结应收款 未清应收账款金额（每客户） 经营杠杆 逾期应收款 应付账款周转率 付款错误占工资总额的百分比 财务报告的百分比准确性 坏账占发票收入的百分比 电子发票的百分比 争议百分比（每客户） 正在查询的发票百分比 需要特殊付款的发票百分比 低值发票的百分比 未结应收账款百分比（每客户） 无采购订单的应付发票百分比 通过网络发布的服务请求的百分比（自助） 完美的订单绩效 速动比率 应收款 应收账款周转率 已用资本回报率（ROCE） 销售增长 分享价格 工资核算的系统成本占工资核算总成本百分比 应付款总计 单位生产使用的总能源 应收款总计 销售总额 未应用的收据 可变成本 销售欠款拖欠加权天数 销售欠款拖欠加权天数（每客户） 销售欠款加权付款条款 销售欠款加权付款条款（每客户）

Accounting costs Accounts payable turnover Accounts receivable collection period Accounts receivable turnover Actual expenses Amount due (per customer) Average customer receivable Average monetary value of invoices outstanding Average monetary value of overdue invoices Average number of trackbacks per post Budget variance for each key metric Budgeted expenses Capital expenditures Cash conversion cycle (CCC) Cash flow return on investments (CFROI) Cost of goods sold (COGS) Cash dividends paid Cost per pay slip issued Creditor days Current receivables Cumulative annual growth rate (CAGR) Cycle time for expense reimbursements Cycle time to process payroll Cycle time to resolve an invoice error Cycle time to resolve payroll errors Days payable Debtor days Direct cost Discounted cash flow Earnings before interest and taxes (EBIT) Earnings before interest, taxes, depreciation (EBITDA) Economic value added (EVA) Employee available time Employee scheduled time Employee work center loading Enterprise value/ takeover value Expense account credit transactions Expense account debit transactions Expense account transactions Fixed costs Gross profit Gross profit margin Indirect costs Inventory turnover Inventory value Invoice processing costs Internal rate of return (IRR) Market share gain comparison percentage Net change in cash Net income Net present value (NPV) Number of invoices outstanding Number of unapplied receipts Number of past-due loans Open receivables Open receivables amount (per customer) Operating leverage Past-due receivables Payables turnover Payment errors as a percentage of total payroll disbursement Percentage accuracy of financial reports Percentage of bad debts against invoiced revenue Percentage of electronic invoices Percentage in dispute (per customer) Percentage of invoices being queried Percentage of invoices requiring special payment Percentage of low-value invoices Percentage of open receivables (per customer) Percentage of payable invoices without purchase order Percentage of service requests posted via web (self-help) Perfect order measure Quick ratio Receivables Receivables turnover Return on capital employed (ROCE) Sales growth Share price Systems cost of payroll process as a percentage of total payroll cost Total payables Total energy used per unit of production Total receivables Total sales Unapplied receipts Variable costs Weighted days delinquent sales outstanding Weighted days delinquent sales outstanding (per customer) Weighted terms outstanding Weighted terms outstanding (per customer)

信息技术部门

以下是信息技术职能部门常用的部分 KPI 指标，仅供参考：

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成功创建账号 成功终止账号 活动目录性能指标 警告到现实比率 数据中心平均可用性 呼叫中心PBX（用户级交换机）可用性 校园PBX可用性 客户联系效率 消耗的数据中心容量 电子邮件客户端可用性 Exchange服务器可用性 变更事件 互联网代理的性能 网络可用性-高可用性站点 网络可用性-标准站点 网络可管理性指标 没有发现问题/票证的重复 分支机构备份成功百分比 超出目标利用率的电路百分比 IT管理服务器在截止日期之前打过修补的百分比 符合软件配置标准的生产服务器的百分比 在维护窗口内重新启动安全更新的百分比 可成功远程访问服务器（RAS）连接的百分比 电话接听服务等级 满足SLA的优先级1和优先级2网络事件 产品采用状况和合规性 备份恢复成功率 服务器增长率 服务器可管理性指标 服务台客户满意度-不满意的百分比 服务台1级解决率 服务台时间升级 服务台解决时间 存储实用程序服务的可用性 存储实用程序利用率 虚拟机置备间隔 虚拟服务器实用程序的可用性 网页服务器可用性

Account create success Account termination success Active directory performance index Alert-to-ticket ratio Average data center availability Call center PBX availability Campus PBX availability Customer connection effectiveness Data center capacity consumed Email client availability Exchange server availability Incidents from change Internet proxy performance Network availability - High availability sites Network availability - Standard sites Network manageability index No problem found/duplicate tickets Percentage of branch office backup success Percentage of circuits exceeding target utilization Percentage of IT managed servers patched at deadline Percentage of production servers meeting software configuration standards Percentage of security update restarts within maintenance window Percentage successful remote access server (RAS) connections Phone answer service level Priority 1 and priority 2 network incidents meeting SLA Product adoption status and compliance Restore success rate Server growth rate Server manageability index Service desk client satisfaction - Percentage dissatisfied Service desk tier 1 resolution rate Service desk time to escalate Service desk time to resolve Storage utility service availability Storage utility utilization Virtual machine provisioning interval Virtual server utility availability Web server availability