ICAEW.com works better with JavaScript enabled.

Business performance management

Practical resources and support to help you improve the performance of your organisation. Our expert resources have been tried and tested to produce results.

Need to know

Key Performance Indicators (KPIs)

Reporting KPIs - design guidelines

This guideline provides a structured way of making design choices to increase the effectiveness of the product.


Sales and marketing

Purchasing and supply chain management

Why collaboration with suppliers matters

9 June 2020: As businesses look for ways to emerge successfully from the pandemic, supply chain management will be key. The best supplier relationships not only support cost effectiveness but also innovation and the generation of sustainable value.

Other business support functions

Stake your claim

When a business needs to make an insurance claim, openness and truthfulness are key. Adrienne Kouwenhoven explains how businesses should deal with the claims process when faced with a major business interruption

Resolving disputes without litigitation

Daniel Djanogly and Paul Turner explain the available alternatives to costly and time-consuming litigation procedures when resolving business disputes.

BPM templates, tools and case studies

KPI glossary

A glossary of terms related to Key Performance Indicators (KPIs), divided into the major subject areas.

Case study: Developing truly relevant KPIs

Service Hotel is a small family-owned hotel group that focuses on personalised service in the middle-class market. A few years back the group created a balanced scorecard and was collecting many traditionally common performance indicators in four perspectives: finance, customer, operations and employees.