This course is aimed at managers, accountants and finance staff working in small and medium sized businesses.

There are many possible performance measures available to business managers – literally hundreds – and it can be difficult to select ones that are going to work for the business.

This course is designed to help. In it I present performance measures that work for small and medium sized businesses. The emphasis is on KPIs that are easy to measure, easy to understand and which provide valuable information about the performance of the business.

There are 27 KPIs presented in this course split into four areas of the business:

  • customer focussed KPIs
  • Employee focussed KPIs
  • KPIs of operational performance
  • KPIs of financial performance


As a manager of a small or medium-sized business, this course will help you to:

  1. Understand which KPIs work best, and are simplest to implement, in a small or medium-sized business
  2. Build a simple framework of KPIs that will present information on the performance of the most important aspects of the business
  3. Establish a straightforward method of monitoring and reporting data that focuses attention on improvement
  4. Interpret the results of the measures, and take action accordingly, while identifying and filtering out false alarms
  5. Develop confidence in performance analysis and use it effectively in the management and improvement of the business


There are examples, and exercises, throughout the course to aid your learning

Thank you for your interest in this course. I hope you enjoy it

Course Curriculum

Introduction and AgendaFREE 00:03:00
Concepts in Performance Management 00:04:00
Presenting Performance Data 00:03:00
Introduction to Customer KPIs 00:03:00
Customer KPIs Part 1 00:09:00
Customer KPIs Part 2 00:08:00
Customer KPIs Exercise 00:02:00
Employee KPIs 00:07:00
Employee KPIs Exercise 00:02:00
Operational KPIs 00:13:00
Operational KPIs Exercise 00:02:00
Financial KPIs 00:12:00
Financial KPIs Exercise 00:02:00
Monitoring and Managing Performance 00:06:00
Course Exercise 00:01:00
Course Exercise Suggested Answer 00:03:00
Test your Knowledge 00:11:00

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