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The KPI Institute C-KPIP Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: KPI Selection and Alignment | 25% | - Alignment with business goals and initiatives - Cascading KPIs across organizational levels - Selection criteria and techniques - Linking KPIs to strategy and objectives |
| Topic 2: Data Gathering, Quality and Reporting | 15% | - Data sources, collection and validation - Data quality dimensions and improvement - Reporting, dashboards and interpretation - Activation and visualization tools |
| Topic 3: The World of KPIs | 15% | - Value and role of KPIs - Organizational levels and application - Concepts, terminology and governance - Challenges in performance measurement |
| Topic 4: Understanding and Classifying KPIs | 20% | - Typology: leading/lagging, efficiency/effectiveness, qualitative/quantitative - KPI lifecycle and logic - Taxonomy and classification frameworks - SMART criteria and definition rules |
| Topic 5: KPI Documentation and Standardization | 15% | - Documentation form design and components - Standardized templates and libraries - Ownership, frequency and data definitions |
| Topic 6: Target Setting and Performance Goals | 10% | - Common mistakes and behavioral issues - Target setting methodologies and best practices - Benchmarking and comparison |
The KPI Institute Certified KPI Professional Sample Questions:
1. Which KPI should be used to balance "New customers (#)"?
A) Increase market share to 20% by the end of the year
B) Profitable customers (%)
C) Customer complaints due to poor service or product quality (%)
D) Time to process orders (# / time)
2. Which KPI should be used to balance "First call resolution rate (%)"?
A) Calls per hour (#)
B) Calls per staff (#)
C) Improve call resolution
D) Call duration (# / time)
3. Which metrics are used for calculating "Capacity utilized (%)"?
A) A = Capacity utilized (%)
B) A = Capacity planned (#); B = Capacity (#)
C) A = Capacity utilized (#); B = Capacity needed (#)
D) A = Capacity utilized (#); B = Capacity available (#)
4. In which stage of the Value Flow Analysis should "Returning customers (%)" be monitored?
A) Output
B) Input
C) Outcome
D) Process
5. How often should KPIs be reported on?
A) Quarterly
B) Depends on the nature of the report
C) Live
D) Monthly
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: D | Question # 3 Answer: D | Question # 4 Answer: C | Question # 5 Answer: B |
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