Performance Management in the Retail Industry
If telephone expenses are less than 1% of store expenses, they should not be reported as a KPI for the stores. Surprisingly, reports like this are often found and prove distracting to managers, keeping them from focusing on more important factors. In marketing, if only a small percentage of cost is driven by postage, and there is little action that can be taken to impact postage once a catalog delivery decision is made, then postage should not be a marketing KPI