Cross Porfolio KPIs for Client Business Review

Abstract

The organisational performance, due to its impact on the success and profitability of companies, is a subject that economists and the scientific community have long studied through analyses and interviews carried out with field experts. The current context of globalization has reinforced the relevancy of performance analysis as a differentiation factor in an environment where competition between firms has increased. This thesis aims at analysing the performance of PFS Belgium, a services company operating in the field of e-commerce, on behalf of its main client Pandora, based on key performance indicators defined in agreement between both parties. In this thesis, we will explore various aspects of performance sometimes set aside in favour of operational objectives that allow to meet the short-term profitability requirements. First, we will focus on enriching the performance reporting tools by adding new indicators to the pre-existing basis. Then, we will select the most relevant indicators, that will constitute the baseline of future analyses. A second internal analysis will aim at prioritizing indicators by decreasing order of their contribution to the objectives defined by Pandora and PFS. Afterwards, we will subject these key performance indicators to different types of statistical analyses in order to identify the relationships occurring between them. Based on these relationships, we will use prediction models that will assist the company in organising its activity based on the expected results. Next, we will carry out an external performance analysis using the benchmarking model. We will compare the values of Pandora’s key performance indicators with the corresponding values from the industry of reference, that of online jewellery. This external analysis will help the company understand its position on the market and adapt its practices accordingly, using the recommendations made in this thesis. The analysis template and procedure will be handed over to PFS managers in order to be replicated to other business clients in order to answer their needs. Finally, we will briefly list the limitations of this thesis.