Shared Services KPIs, Metrics & Benchmarks

KPIs & Metrics to Measure and Manage Shared Services Performance

Shared Services

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Opsdog.com sells Shared Services KPI and benchmarking data in three different ways.

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KPI's & Data 

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Active Legal Cases per Billion Dollars of Revenue

The total number of pending (active cases that have not yet been closed/settled) legal cases divided by each one billion dollars of revenue earned by the company over the same period of time...

KPI Type : Volume

Formula : Total Number of Pending Cases / Each One Billion Dollars of Revenue Earned

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KPI's & Data 

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Cost per T&E Report Processed

The total cost (labor, technology, processing fees, etc.) related to processing and paying out travel and entertainment (T&E) expense reports from company employees over a certain period of...

KPI Type : Cost

Formula : Total T&E Report Processing Expense / Total Number of T&E Reports Processed

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KPI's & Data 

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Vendor Invoice Error Rate

The number of invoices sent to the Accounts Payable (AP) Department by company vendors/suppliers that contain an error(s) divided by the total number of vendor invoices received by the AP De...

KPI Type : Quality

Formula : (Number of Vendor Invoices Containing an Error / Total Number of Vendor Invoices Received) * 100

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KPI's & Data 

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Vendor Payment Error Rate

The number of outgoing payments processed by the Accounts Payable Department that contained an error (e.g., wrong address, incorrect amount, duplicate payment, etc.) divided by the total num...

KPI Type : Quality

Formula : (Number of Payments to Vendors Containing Errors / Total Number of Payments to Vendors) *100

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KPI's & Data 

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Financial Close Cycle Time

The number of business days required to close the books and submit finalized financial reports to management and regulatory authorities at the end of the accounting period (monthly/quarterly...

KPI Type : Service

Formula : (Sum of Financial Close Cycle Time for Last 3 Months) / 3

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KPI's & Data 

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Vendor Payment Processing Cycle Time

The number of business days required to process an invoice from a company supplier, or vendor, from when the invoice is received by the Accounts Payable Department until it is approved and s...

KPI Type : Service

Formula : (Sum of Vendor Payment Cycle Times) / Number of Vendor Payments Approved and Scheduled to Pay

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KPI's & Data 

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T&E Voucher Error Rate

The number of travel and entertainment (T&E) vouchers submitted by employees that contained an error (e.g., insufficient documentation, wrong charge code, missing receipts, etc.) divided by...

KPI Type : Quality

Formula : (Number of T&E Vouchers Submitted with an Error / Total Number of T&E Vouchers Submitted) * 100

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KPI's & Data 

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Invoices Processed per Employee

The total number of invoices processed (i.e., received, input and paid/pended/denied, or scheduled for payment) over a certain period of time divided by the total number of Accounts Payable...

KPI Type : Productivity

Formula : Number of Invoices Processed and Paid to Vendors / Average Number of AP Employees

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KPI's & Data 

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T&E Payment Error Rate

The number of travel and entertainment (T&E) reimbursement payments that contain an error (not paid, incorrect amount, applied to wrong employee, not processed on-time, etc.) divided by the...

KPI Type : Quality

Formula : (Number of T&E Expense Payments Containing an Error / Total Number of T&E Expense Payments Processed) * 100

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KPI's & Data 

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T&E Expense Payments per Employee

The number of travel and entertainment (T&E) report payments (i.e., expense reimbursements) processed over a given time period divided by the average number of employees processing T&E reimb...

KPI Type : Productivity

Formula : Travel & Entertainment Voucher Error Rate, Travel & Entertainment Payment Error Rate

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KPI's & Data 

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Benefits Administration Expense as a Percentage of Total HR Expense

The total amount of employee benefits administration and management-related expense incurred by the company over a certain period of time, divided by the total HR department expense incurred...

KPI Type : Cost

Formula : (Total Benefits Administration Expense / Total Human Resources Expense) * 100

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KPI's & Data 

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Percentage of T&E Checks Reissued

The number of travel and entertainment (T&E) checks distributed to employees that must be reissued (due to an error, dispute, etc.) divided by the total number of travel and entertainment re...

KPI Type : Quality

Formula : (Number of T&E Checks Reissued / Total Number of Checks Issued) * 100

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KPI's & Data 

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Percentage of Payments with Purchase Orders

The number of payments processed by the Accounts Payable (AP) Department that were accompanied by an approved purchase order (PO) divided by the total number of payments processed by the AP...

KPI Type : Quality

Formula : (Number of Vendor Invoices Paid with an Approved Purchase Order / Total Number of Vendor Invoices Paid) * 100

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KPI's & Data 

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Days Sales Outstanding (DSO)

The number of days, on average, required for a company to collect their outstanding accounts receivable balance (the amount of money owed by customers/clients) from customers. Days Sales Out...

KPI Type : Quality

Formula : (Ending Accounts Receivable Balance / (Average Amount Billed to Customers per Day))

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KPI's & Data 

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Cost per Hire

The total cost of recruiting and hiring (labor, job postings, travel costs, etc.) for all open positions (front-line or entry-level staff, managers, directors and executives) divided by the...

KPI Type : Cost

Formula : Total Recruiting Costs / Number of Open Positions Filled

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KPI's & Data 

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Accounts Receivables Beyond 60 Days

The dollar amount of accounts receivable (i.e., money owed to the company) that are 60 or more days past due at a certain point in time divided by the total dollar amount of accounts receiva...

KPI Type : Quality

Formula : (AR Balance 60 or More Days Past Due / Total AR Balance) * 100

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KPI's & Data 

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Finance Staffing Ratio

The number of company-wide employees divided by the total number of Finance Department employees working for the company at the same point in time. Finance employees typically include any st...

KPI Type : Organizational

Formula : Total Number of Employees / Number of Finance Department Employees

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KPI's & Data 

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Healthcare Expense per Employee

The average amount of health insurance expense (premiums paid to health insurers minus any expenses paid by the employees) incurred by the company, for each employee working for the company...

KPI Type : Cost

Formula : (Total Health Insurance Paid by Company - Employee Contribution to Health Insurance) / Total Number of Employees

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KPI's & Data 

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SG&A Expense as a Percentage of Revenue

The sales, general and administrative-related expenses incurred divided by the total sales generated by the company over the same period of time, as a percentage. SG&A are the costs that occ...

KPI Type : Cost

Formula : (SG&A Expense Incurred / Revenue Generated) * 100

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KPI's & Data 

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Finance Expense as a Percentage of Total Revenue

The total expense incurred by the company's Finance Department divided by total revenue generated by the company over the same time period, as a percentage. Total finance expense should incl...

KPI Type : Cost

Formula : (Finance Department Expense / Total Revenue) * 100

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KPI's & Data 

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Legal Department Expense as a Percentage of Total Expense

The expense incurred by the Legal Department divided by the total, company-wide expense incurred over the same period of time, as a percentage.

KPI Type : Cost

Formula : (Legal Department Expense Incurred / Total Company-Wide Expense Incurred) * 100

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KPI's & Data 

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Warehouse Space Utilization

The amount of warehouse space being used (measured in square feet) divided by the total warehouse or facility space, as a percentage.

KPI Type : Quality

Formula : (Amount of Warehouse Space Used / Total Warehouse Space) * 100

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KPI's & Data 

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Raw Materials Expense as a Percentage of COGS

The expense incurred through purchasing raw materials divided by the total cost of goods sold (COGS) incurred over the same period of time, as a percentage.

KPI Type : Cost

Formula : Materials and Components Expense as a Percentage of Plant Revenue, Days on Hand: Raw Materials, Inventory Turnover (Raw Materials Only)

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KPI's & Data 

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Percentage of Backorder Lines

The total number of customer order lines delayed in a shipment due to the company being out of stock divided by the total number of order lines processed over the same period of time, as a p...

KPI Type : Service

Formula : (Number of Order Lines Delayed in Shipment / Total Number of Order Lines Processed) * 100

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KPI's & Data 

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Peak Warehouse Space Utilization

The amount of warehouse capacity being used (measured in square feet) during peak seasons divided by total warehouse or facility capacity, as a percentage.

KPI Type : Quality

Formula : (Amount of Warehouse Space Used / Total Warehouse Space) * 100

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KPI's & Data 

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Inventory Turnover (Work-In-Process Only)

An indication of how many times a company's inventory of work-in-process (WIP) materials move to completion and are replaced over a set period of time. Can be calculated by dividing the cost...

KPI Type : Productivity

Formula : Total Cost of Goods Sold / ((Inventory Value of WIP at Start of Measurement Period + Inventory Value of WIP at End of Measurement Period) / 2)

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KPI's & Data 

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Inventory Turnover (Raw Materials Only)

An indication of how many times a company's inventory of raw materials is used and/or sold and replaced over a set period of time. Can be calculated by dividing the cost of goods sold (COGS)...

KPI Type : Productivity

Formula : Total Cost of Goods Sold / ((Inventory Value of Raw Materials at Start of Measurement Period + Inventory Value of Raw Materials at End of Measurement Period) / 2)

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KPI's & Data 

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Inventory Turnover (Finished Goods Only)

An indication of how many times a company's inventory of finished goods is sold and replaced over a set period of time. Can be calculated by dividing the cost of goods sold (COGS) by the ave...

KPI Type : Productivity

Formula : Total Cost of Goods Sold / ((Inventory Value of Finished Goods at Start of Measurement Period + Inventory Value of Finished Goods at End of Measurement Period) / 2)

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KPI's & Data 

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Inventory Turnover

The number of times a company's inventory is sold and replaced over a set period of time. Can be calculated by dividing the cost of goods sold (COGS) by the average dollar value of inventory...

KPI Type : Productivity

Formula : Total Cost of Goods Sold / ((Inventory Value at Start of Measurement Period + Inventory Value at End of Measurement Period) / 2)

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KPI's & Data 

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Inventory Accuracy (Location)

The number of physical inventory locations/spaces that match up with the quantity and location in the reported inventory system divided by the total number of inventory locations/spaces coun...

KPI Type : Quality

Formula : (Number of Accurate Inventory Locations / Total Number of Inventory Locations Counted) * 100

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