Page 18 - Intellectual Capitail Management

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Dimensions Indicators

1. Relations with customers

- Net present value of customers

- Customer satisfaction index
- Customer retention rate

- Customer profitability

- Sales per customer and market share
- Timeliness and accuracy related to the product delivery to the customers

- Brand image and value
- Marketing expenses

- Rate of lost customers

- Rate of acquired customers
2. Relations with suppliers and strategic partners

- Satisfaction with the supplier as a partner of an enterprise

- The average value of purchases per supplier
- Number of proposals given by suppliers

- Complaints from suppliers
- Timeliness in delivery of goods by suppliers

- Total cost of procurement

- Joint venture contracts
- Effectiveness in the implementation of cooperation programs

- Supply chain performance

3. Relations with the community
- The level of costs for environmental protection programs

- Energy efficiency

- The number of products which can be recycled
- The rate of gas emissions reduction

- Number of ecological complaints within one year or reporting period

- The value of charitable donations
- The level of investment in local infrastructure

4. Image

- Evaluation of the enterprise image based on the interviews with external stakeholders.

By : Enas Mekki Managing Intellectual & Human Capital