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The KPI Institute Certified KPI Professional Sample Questions:

1. Which of the following phrases can convert into a KPI the statement: "Customers evaluated the service quality as being high"?

A) Quality services
B) Service quality rating
C) Achieve high service quality
D) Service quality project

2. Which KPI should be used to balance "New customers (#)"?

A) Profitable customers (%)
B) Increase market share to 20% by the end of the year
C) Customer complaints due to poor service or product quality (%)
D) Time to process orders (# / time)

3. Which of the statements below represents a stage of the Value Flow Analysis?

A) All the answers
B) Output
C) Effectiveness
D) Efficiency

4. Which value driver will influence "Service quality index"?

A) None of the answers
B) Staff trained (%)
C) Backlog orders (#)
D) Orders processed per day

5. Which tolerance intervals would you propose for "Employee satisfaction (%)"?

A) Red: < 10%, Yellow: 10-20%, Green: > 30%
B) Red: 40%, Yellow: 40-80%, Green: 80%
C) Red: > 80%, Yellow: 80-90%, Green: > 90%
D) Red: < 65%, Yellow: 65-75%, Green: > 75%

Solutions: