Enterprise resource planning (ERP) software integrates business operations and optimizes supply chain management. But gauging the success of ERP implementation is difficult. How do you know whether this software provides a solid return on your investment, for example? That's where metrics come in. These key performance indicators let you track various business processes, so you can drive business growth and make more informed decisions. Here are four of the best.
Sales metrics gauge performance across various channels, such as brick-and-mortar stores and e-commerce platforms. Use these to watch your sales team's performance against their weekly or quarterly quotas, for example. On the other hand, check which employees generate the most revenue or sell the most products.
Sales performance metrics are useful because they provide you with accurate, real-time insights into your staff's activities. Some key performance indicators to measure include employee efficiency and revenue per employee a ratio that calculates productivity in the workplace. With these ERP metrics, you get a holistic overview of your employee portfolio.
Customer service is a primary part of any business. News of bad customer service could have a harmful impact on your brand: Negative feedback reaches twice as many people as positive feedback. Luckily, ERP metrics help you improve your customer service credentials so people are more likely to do business with you in the future.
With the rise of social media, customer service has become more important than ever before. Fifty-seven percent of consumers have a positive perception of a business after reading a good review online, but only 16 percent of customers say they share positive reviews on social media. With ERP metrics, you can discover what your customers are saying about you online and respond quickly to negative feedback.
Some of the top customer service key performance indicators include customer satisfaction averages, resolution rates, consumer request volumes and the average amount of time it takes for you to reply to a customer.
For many small companies, the register is the largest investment they make. ERP metrics help you keep control of your inventory so you can budget and take into account other supply chain expenses, such as material handling, packaging, and warehouse leasing.
Some of the most important metrics for inventory control include the number of days of supply a measurement that tells you how many days it would take until you ran out of stock. Other performance indicators include inventory earnings and item fill rate. Both of these measurements ensure you have a well-organized supply chain.
Order fulfillment analytics are precious because they let you control your allocation processes. Most ERP programs display these metrics on a single dashboard, which provides you with a summary of your supply, delivery and transportation methods. Use this software to pinpoint warehouse-related trends and make predictions about your distribution channels.
Some order fulfillment metrics include order cycle time and order picking accuracy. You can also estimate which orders arrive at their intended destination on time and whether your products arrive damage-free.
These ERP metrics let you rate, assess, track and quantify almost every stage of the product lifecycle, from production through to distribution. Analytics are a crucial component of supply chain measurement, and these ERP performance indicators help you better appreciate your goals.