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BPM tools, templates and case studies

Tools, templates and case studies to help you manage your business's performance.

In this section


KPI glossary

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


The following BPM tool guide is one of a series produced for ICAEW by Professor Mike Bourne of Cranfield University.


Case studies

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.

The pitfalls of management dashboards

Globe Bank (a fictitious name to protect the anonymity of one of the world’s leading banks) implemented a management dashboard solution to provide better performance information to their senior executives. After investing a lot of money and time in the dashboard solution the bank realised it had made many of the common mistakes, which rendered their dashboards meaningless and led to a complete redesign of their management dashboards.