Annual Report 2011

Our strategy
Our key performance indicators (KPIs)

To measure the effectiveness of our strategy from a financial perspective, we closely monitor the following KPIs:

  • Revenue growth
  • Gross profit growth and development
  • Selling, general and administrative (SG&A) expenses development
  • EBITA growth and EBITA margin development
  • Conversion ratio (EBITA as a percentage of gross profit)
  • Days sales outstanding (DSO)
  • Economic Value Added (EVA)

We also measure non-financial goals. Retaining our own employees is a strategic priority of management. We review the retention rate quarterly and use the Great Place to Work® survey to further improve our attractiveness as an employer. We conduct the Global Satisfaction Survey among clients, associates and employees on a regular basis – a dialogue with those people who determine our success. It provides us with feedback on our brand promise, brand voice, processes and KPIs, and allows us to constantly improve. By increasing client, associate and employee satisfaction we enhance the creation of value.