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| Section | Objectives |
|---|---|
| KPI Project Coordination | - The business case for KPI implementation - Primary and secondary data sources - KPI project plan - KPI workshop briefing pack |
| KPI Selection | - KPI selection techniques - KPI selection sources - KPI selection for organizational scorecard |
| The World of KPIs | - Organizational levels - The value added by KPIs - Governance - KPIs concept map - Challenges in performance measurement |
| Understanding KPIs | - KPI lifecycle - SMART objectives decomposed - KPI related terminology |
| Data Visualization | - Guidelines to design efficient templates - Best practices in dashboard design - Best practices in scorecard design - Scorecard and dashboard examples - Usability in terms of visual design |
| KPIs in Context | - KPI selection for industry - KPIs cascaded to functional area |
| KPI Typology | - Leading vs lagging KPIs - Qualitative vs quantitative KPIs - Efficiency vs effectiveness KPIs |
| Working with Targets | - Negative behaviors when setting - Targets in practice - KPI documentation processes - Challenges in working with targets |
| KPI Taxonomy | - KPI use case scenarios - Interdisciplinary systemic worldview - KPI DNA map |
| KPI Documentation | - Organizational KPI libraries development - Weights and Indexes - KPI documentation form functions - KPI documentation process - KPI documentation form design |
| Data Gathering | - KPI reporting data sources - KPI activation tools - Guidelines to improving - Communication with data custodians - KPI activation techniques - Data quality dimensions - Community of Practice |
| KPI Selection at Operational Level | - Operational dashboard - Department scorecard |
| KPI Measurement | - Data gathering communication - Change log - KPI report |
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NEW QUESTION # 16
Which of the following KPIs measures customer advocacy?
Answer: C
Explanation:
Customer advocacy is about a customer's willingness to recommend your product/service to others. Net Promoter Score (NPS) is specifically designed to measure this recommendation intent, making it the most direct advocacy KPI among the options. "Complaints (#)" is typically a service quality/problem indicator; fewer complaints may correlate with higher advocacy but complaints are not an advocacy measure-they capture negative feedback volume, often influenced by customer base size and reporting behavior. "Cross-sell (%)" reflects customer expansion behavior and may indicate loyalty or product fit, but it is not the same as advocacy; customers can buy more without actively recommending. Therefore "All the answers" is incorrect because only one option is explicitly an advocacy metric. In KPI selection, context matters: NPS works best when survey design is consistent (sampling, timing, channel), and it should be paired with diagnostic measures (reasons for score, key drivers like resolution time and quality). A frequent pitfall is treating NPS as the only "customer metric"; it's more actionable when combined with operational drivers and segmented analysis.
NEW QUESTION # 17
Which of the following words is not a KPI lifecycle phase?
Answer: A
Explanation:
A KPI lifecycle typically includes phases such as selection (choosing the right measures aligned to objectives), documentation (defining formula, data source, owner, frequency, target, tolerance), activation (making the KPI operational-instrumentation, data pipelines, roles, reporting cadence), and then ongoing reporting, review, and refinement . "Notification" is not usually recognized as a standard lifecycle phase; notifications can be a feature of reporting tools (alerts, reminders) but they are not a core lifecycle stage.
Treating notifications as the "work" can be a pitfall: KPI success depends more on proper definition, reliable data gathering, governance, and consistent review routines than on automated alerts. In practice, activation often includes assigning a KPI owner and data custodian, confirming the data source, building the collection process, and running a pilot to validate accuracy. A common measurement challenge is poor adoption after selection-teams select KPIs but never operationalize them. Clear lifecycle steps prevent that gap and ensure the KPI becomes a trusted management instrument rather than a one-time exercise.
NEW QUESTION # 18
Initiatives should start with:
Answer: D
Explanation:
Initiatives are typically framed as named programs, projects, or implementations, and they commonly start with nouns (e.g., "CRM implementation," "Customer feedback system rollout," "Lean redesign program,"
"Training program"). This naming convention distinguishes initiatives from objectives, which usually start with action verbs (Increase/Improve/Reduce). While initiatives do involve actions, they are often referred to as "the thing" being executed (a project), hence noun-led phrasing. This helps keep a clean separation in a performance management system: objectives define what results you want, KPIs define how you measure results, and initiatives define what work you will do to change results. A frequent pitfall is writing initiatives as objectives (e.g., "Improve onboarding"), which blurs whether it's a desired result or a project. Another pitfall is writing initiatives as KPIs ("Implement CRM by date") and then treating a milestone as ongoing performance. Clear language conventions make cascading and reporting cleaner and support governance:
projects are tracked via milestones and delivery KPIs, while business outcomes are tracked via performance KPIs.
NEW QUESTION # 19
What are the most common challenges in data gathering?
Answer: C
Explanation:
The most common data gathering challenges are timeliness (data arrives too late to be useful), completeness (missing records, partial submissions, incomplete fields), and accuracy (incorrect values, wrong time window, calculation errors, or faulty source data). Option A captures this classic trio. "Integrity" and
"consistency" are important concepts but are often encompassed within accuracy/completeness when practical issues arise. "Data visualization" is not a data gathering challenge; it belongs to reporting and communication after data is collected. Addressing these challenges requires activation discipline: clear definitions, documented sources, assigned data custodians, standardized templates or automated extracts, validation checks, and an escalation process for late or missing data. Another frequent root cause is unclear ownership- multiple teams assume someone else provides the number-so RACI and a collection calendar help. KPI reliability depends on trust; if leaders don't believe the numbers, the dashboard becomes ignored. High- quality data gathering is therefore foundational to performance management, not an administrative afterthought.
NEW QUESTION # 20
Which KPI best measures the achievement of the following objective: "Improve employee skills & competencies"?
Answer: A
NEW QUESTION # 21
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