KPI or No?
True or False: "Number of emails sent" is a reliable KPI for sales.
❌ False – Volume ≠ effectiveness; outcome matters.
What is benchmarking in business?
✅ Comparing performance to industry standards or leaders
What does ROI stand for?
✅ Return on Investment
What is the purpose of performance measurement?
✅ To track progress toward goals
Define a “leading indicator.”
✅ Predicts future outcomes
What does KPI stand for?
✅ Key Performance Indicator
True or False: Internal benchmarking compares teams in the same company.
✅ True
What’s the formula for ROI?
✅ (Gain – Cost) ÷ Cost
Strategic vs. operational KPIs – what's the difference?
✅ Strategic = long-term goals; Operational = daily metrics
Define a “lagging indicator.”
✅ Shows results after the fact
True or False: KPIs should align with business goals.
✅ True
Name one benefit of benchmarking.
✅ Insight into gaps, goal-setting, improved performance
If an investment of $1,000 returns $2,000, what’s the ROI?
✅ 100%
Name one strategic KPI.
✅ Market share, revenue growth, customer lifetime value
Why use a mix of leading and lagging indicators?
✅ Balanced view of current and future performance
Name a KPI that a customer service team might track.
✅ Example: Customer satisfaction (CSAT), resolution time
Why is external benchmarking useful?
✅ Shows how you stack up to competitors
True or False: ROI is only financial.
❌ False – Time, productivity, and retention can also be ROI
What’s one risk of measuring too many metrics?
❌ Information overload; unclear priorities
What might cause data to be misleading?
✅ Bad collection, wrong timing, or lack of context
Why is "number of hours worked" NOT a good KPI?
❌ It measures time, not output or results.
What’s a potential downside of benchmarking?
❌ Can lead to copycat strategies, not innovation
Name a reason a project could have a negative ROI.
❌ Overruns, poor planning, or no measurable gain
Why is context important in interpreting data?
✅ Numbers alone don’t tell the full story
What’s a metric you can use to track employee engagement?
✅ Pulse surveys, retention rate, or productivity metrics