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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) Customer complaints due to poor service or product quality (%)
C) Profitable customers (%)
D) Time to process orders (# / time)

2. Which KPI measures the achievement of the following objective: "Contribute to organizational productivity"?

A) Team man-hours per service requests processed (#)
B) Processes (#)
C) Budget variance (%)
D) Internal customer satisfaction index (%)

3. Objectives should start with:

A) Action verbs
B) Adjectives
C) Value drivers
D) Nouns

4. How often should KPIs be modified?

A) Once a month
B) Once a year
C) As often as required by strategy / operational changes
D) Once a quarter

5. Which is the calculation formula for "On-time arrivals (%)"?

A) (A1 + A2 + ... + An) / n, where A = trip completion time (days) and n = # Trips completed
B) None of the answers
C) [(B # A) / B] * 100, where A = # On-time arrivals and B = # Arrivals
D) (A / B) * 100, where A = # On-time arrivals and B = # Arrivals

Solutions: