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Balanced Scorecard KPIs by Industry

KPI Examples Are Also Organized by Category

Balanced Scorecard	Short Term	Measures	Hospitals	Service Industries	Manufacturing	Information Technologies
Financial	Increase Revenue	Innovation: % of revenues from products less than 3 years old Customer Intimacy: Share of wallet Operational Efficiency: ROI, ROE	Innovation: % of revenues from products less than 3 years old Customer Intimacy: Share of wallet Operational Efficiency: ROI, ROE	Innovation: % of revenues from products less than 3 years old Customer Intimacy: Share of wallet Operational Efficiency: ROI, ROE	Innovation: % of revenues from products less than 3 years old Customer Intimacy: Share of wallet Operational Efficiency: ROI, ROE	Innovation: % of revenues from products less than 3 years old Customer Intimacy:Share of wallet Operational Efficiency: ROI, ROE
	Increase Customers	Number of Customers	# of Patients Occupancy rates	# of Customers Occupancy Rates	# of Customers Plant Capacity	# of Customers Plant Capacity
	Increase Order Size	Average Purchase	Average Value of an admission	Average Purchase	Average Purchase	Project or Enhancement Purchase
	Increase Frequency	Frequency of purchase Lifetime value of a customer	Frequency of Physician Referred admission	Frequency of purchase Lifetime value of a customer	Frequency of purchase Lifetime value of a customer	Frequency of purchase Lifetime value of a customer
Customer Satisfaction	Increase Satisfaction	Customer Satisfaction Surveys	Customer Satisfaction Surveys	Customer Satisfaction Surveys	Customer Satisfaction Surveys	Customer Satisfaction Surveys
	Increase Referrals	Frequency of referral	Frequency of referrals	Frequency of referral	Frequency of referral	Frequency of referral
Learning and Growth	Increase Core Skills	Innovation: Conferences and Trade shows attended Customer Intimacy: Relationship Training Operational Efficiency: Six Sigma Results	Innovation: Conferences and Trade shows attended Customer Intimacy: Relationship Training Operational Efficiency: Six Sigma Results	Innovation: Conferences and Trade shows attended Customer Intimacy: Relationship Training Operational Efficiency: Six Sigma Results	Innovation: Conferences and Trade shows attended Customer Intimacy: Relationship Training Operational Efficiency: Six Sigma Results	Innovation: Conferences and Trade shows attended Customer Intimacy: Relationship Training Operational Efficiency: Six Sigma Results
	Increase Systems Availability	% Unavailable	% Unavailable	% Unavailable	% Unavailable	% Application or System Unavailable
Quality	Reduce Cycle Time	Innovation: Time to Market Customer Intimacy: Time to greet/answer Time to solve problem Operational Efficiency: Time to deliver/repair	Innovation: Time to Market Customer Intimacy: Time to admit, diagnose, treat, discharge Time to solve problem Operational Efficiency: Time to admit, diagnose, treat, discharge, bill	Innovation: Time to Market Customer Intimacy: Time to greet/answer Time to solve problem Operational Efficiency: Time to deliver/repair	Innovation: Time to Market Customer Intimacy: Time to greet/answer Time to solve problem Operational Efficiency: Time to deliver/repair	Innovation: Time to Market Customer Intimacy: Time to greet/answer Time to solve problem Operational Efficiency: Time to deliver/repair
	Reduce Defects	Defects in PPM (orders, products, services, bills)	Adverse events (PPM)-medical, medication, infections, etc.	Defects in PPM (orders, products, services, bills)	Defects in PPM (orders, products, services, bills)	Defects in PPM (Transactions PM)
	Reduce Costs	Waste, Rework, Warranty Costs	Waste, Rework, and Legal Costs	Waste, Rework, and Legal Costs	Waste, Rework, Warranty Costs	Costs of Waste, Rework, Downtime

QI Macros includes several balanced scorecard templates.

The Balanced Scorecard is one of many tools included in QI Macros add-in for Excel.

QI Macros adds a new tab to Excel's menu, making it easy to find any tool you need. If you can't locate a tool, use the find tools feature on the far right side of QI Macros menu.

Other charts in QI Macros add-in for Excel