Qual o papel dos indicadores de desempenho na gestão de qualidade?

What is the role of performance indicators in quality management?

Posted Leave a commentPosted in Dicas de Gestão

Performance indicators are critical for a company to achieve good results. It is the indicators, or KPIs, that tell us what state the business is in and whether we are actually meeting the previously established goals. Based on company performance indicators, managers can make more assertive and informed decisions. BAM tools such as Multipeers allow you to keep track of KPIs continuously and in real time, allowing you to gain insight into the achievement of goals. We will understand in today’s article the role of performance indicators in quality management!

They give us a global understanding of company strategy

It is very important for companies to know where they are going and for each employee to know the work they have to do, otherwise they will not be able to achieve their goals. If we are unaware of the results we must achieve with our work, we can do anything, and this is possibly not in line with the overall goals of the organization. Defining the indicators of each employee and linking them to the monitoring system is essential in order to obtain a global and integrated view of the company’s state and performance. In the end, the quality of each employee will be much higher, so the company will benefit greatly.

They show us reliable information about the current state of business

Indicators allow for measurable results. And this is very important in a company because the numbers don’t lie and help us understand where we go wrong and where we got it right and which way we should go from time to time. Subjective knowledge of company results is not enough; One must know objectively the true values ​​of the organization.

They allow us to make better business decisions

The indicators give us a lot of information about the company and to that extent make decision making much more efficient. There is a lack of information available about the company to make a conscious decision and these performance indicators play a prominent role when making decisions about the future of the company. Managers can only make assertive and correct decisions if they have a complete knowledge of the business reality. And nothing better than updated management indicators that are appropriate to the reality of the company.


Having a broader view is key to being able to keep up with the business and make the right decisions. In today’s hectic business day-to-day and with the ever-increasing demands of consumers, knowing the market is a must-have weapon to win. Download our business monitoring e-book and learn how a BAM system can help your business grow steadily!

Os melhores KPI's de recursos humanos que a sua empresa pode ter

The best human resource KPIs your business can have

Posted Leave a commentPosted in Definição de métricas de negócio

Without people, companies are nothing, and the internal public is one of the most important in organizations, since it is this that makes companies grow and evolve. People Analytics is the process of collecting, organizing and analyzing employee behavior data in order to contribute to decisions made in the company, anticipating trends and adjusting strategies. This term is increasingly important to companies and is expected to grow in importance over the next few years, which means that more and more data on employees exists and there is a need to do something useful with that data. KPIs help us work on information and gain insights for decision making. In today’s article, we present the best human resource KPIs your business can have!

Employee turnover rate

It indicates the number of employees who leave and enter the company, during a certain period. For the company, this index should be as low as possible because it means there is retention of talent. A high index may indicate a low attractiveness of the company in relation to the competition.


Absenteeism measures employee absence rates and indicates the actual reasons for absences or delays. Absenteeism may be linked to poor working conditions, such as ergonomics in the company or bad environment in the team.

Turnover Costs

In order to calculate this indicator, it’s necessary to include all the expenses with the payment of the contractual terminations and to add all legal and procedural costs. It is also necessary to add the expenses with the replacement of the professional who left, besides the investment in training.

Ratio between extra hours and worked hours

This indicator is linked to the concept of productivity and demonstrates the relationship between the amount of overtime (paid or accumulated in the time bank) and total hours worked. It’s an important indicator for analysing the overload, operational capacity and labor allocation.

Employee satisfaction index

This index is calculated by collecting opinions from employees, who can respond to surveys where they show their satisfaction on a numerical scale. The higher this level, the better the human resources area will be and the greater the motivation of employees to work.

Average cost by employee

This indicator shows us how much it costs, on average, each employee of the company. It is obtained after adding all personnel expenses (salary, food allowance, holiday and Christmas allowances, contributions to the State, among other expenses) and divided by the total number of employees of the company.


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Polysistemas, Perú

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bwd, Portugal

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AN Consultores, Portugal

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INSC, Portugal

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Globalsales, Portugal

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Bioecm Soluciones, España

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BGD, Portugal

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Skillmind, Portugal

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Odd Consulting, Portugal

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D&C Software, Portugal

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Puzzle Consultoria, Moçambique

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KPI's de vendas que todos os negócios precisam

KPI’s sales that every business needs

Posted Leave a commentPosted in Definição de métricas de negócio

Defining KPIs is essential to the good performance of a company. KPIs are key performance indicators that tell us what state the business is in and how far (or near) we are from meeting the stated goals. Based on the indicators and the company’s performance, managers can make more informed decisions. The sales area is one of the most important in any business, because it is through sales that companies manage to generate wealth to keep the business running. Each business has its own specifics, but there are KPIs across all areas. In today’s article, we’ll cover the sales KPIs that every business needs!

Speed of sale

Measuring the speed at which a sale is made is an important strategy to evaluate the company’s performance in attracting customers and responding to their expectations. The lower the sales cycle, the greater the effectiveness. Thus, it’s essential to invest in actions that stimulate the customer’s interest and in strategies that accelerate the purchase.

Average value of sale

This indicator is the result of the division of revenue generated by a seller by the number of sales made by the professional in a given period. This indicator is important because it allows to establish a profile for the members of a team and allows people to adapt according to their characteristics.

Churn Rate

The Churn rate indicates the percentage of abandonment of a product or service, meaning the number of customers who have given up on continuing with your business. The higher the churn rate, the lower the company’s chances of growth, as new customers will only serve to replace leaving customers and don’t generate new wealth.

Number of won deals

It’s important to know the number of closed deals in a given period to create realistic goals. A good example of the applicability of this indicator is to compare 2 sellers and check the number of closed deals and the average ticket. There are salespeople who prefer to work better on the lead, spending more time with it, and this lead can have a greater return from that customer.

Customer Recommendation Index

Indicator that shows us the percentage of current customers who arrived at the company due to the recommendation of another customer. To measure it, just ask the new customer how he met the company at the time of the sale. The best advertising for a business will always be word of mouth, so if this rate is too low you need to invest in this area to increase current customer satisfaction.

Follow up rate

Few sales are made on first contact with the prospect. You need to keep in touch with him a few times. This indicator aims to answer the question: how many contacts are needed to make a sale? In this indicator it’s also important to know how many customers close deals in the first three contacts. The answers to these questions will help define a new follow-up strategy.

Defining business indicators in a conscious way is fundamental to being able to analyze the business objectively. It is essential that the indicators analyzed show managers the way forward in order to correct errors and apply new strategies. Multipeers offers you a set of 50 KPIs essential for 360º management of your business. Download our e-book!

Why Multipeers?

Multipeers comes as a response to a real market need. In order to survive in a global economy, companies must have the means to respond quickly to market changes. It's essential to have at your disposal mechanisms that make it possible to take decisions quickly for a good business management. In most companies, decision-making is based on reports, intranets, and emails that require the user to look up the information. Due to this reality, many companies lost business opportunities because they didn't have information in a timely manner. Likewise, on many occasions decisions have been made on the basis of outdated information, rendering them ineffective and wrong. To combat this difficulty, Multipeers comes out with the objective of delivering relevant information about the business in real time directly to your devices (desktop, tablet or smartphone). By using Multipeers, you don't need to spend time looking for information, making processes and decision making much more agile and effective. In a simplified way, Multipeers assumes itself as a global, automated and real-time management cockpit.

Real-time information

The life of your company is happening now and it’s vital that you have direct visibility into what is happening at each moment in each area of the organization. Multipeers captures real-time data from different sources of information and displays them instantly in the format you choose.

No need for clicks

Multipeers updates permanently and automatically, so there is no need for any user intervention. Instead of being the user to meet the information, it is the information that, in an autonomous way, finds the user.

Business Monitoring

Monitoring business means systematically analyzing events supported in an organization's information system to present real-time information on all important activities to management. The indicators presented are used by the different operational and technical areas for a complete visibility, measurement and assurance about the key business activities. Being humanly impossible to be aware of everything that happens in your company, Multipeers allows you to set alarms that inform you whenever a situation demands your attention. Multipeers is a continuous measurement and analysis instrument that will help you to manage your business in an excellent way.

Interactive Dashboards

The information provided by Multipeers is consolidated in order to make your consultation easier and faster. You can choose to get the information through bar charts, multi-series charts, among many other options. The information can be displayed using the most appropriate presentation, improving the analysis that the user can make of each indicator. In addition, each indicator is fully customizable according to business needs. If you use the desktop, you can also use the ticker tool, which allows you to divulge external or internal news, messages and alerts, thus allowing all employees to be aware of what is happening in the organization.


Wherever you are, you will always have access to your company's indicators. You can check your business information on your smartphone or tablet at any time.

Configurable in minutes

Multipeers allows you to have a complete dashboard in a short time and set up a business alert in minutes and quickly distribute a new indicator to the entire organization. Configuring Multipeers is an intuitive task that does not require technical expertise.

Centralized management

Multipeers provides you with a solid management platform that collects data from a wide variety of sources and, being highly customizable, allows the distribution of processed information in a variety of ways, such as interactive graphics, widgets, meters, RSS tickers, among many others.

Multiple data sources

Multipeers interacts directly with all your data sources such as databases, web services, MDX, Microsoft Excel, RSS feeds, multimedia content, email, applications, among others. You can even build your own connectors using the supplied API and no information from your organization will be lost.

Return on Investment Guaranteed

Multipeers enables real-time monitoring of the company's objectives locally and globally, allowing management and operational teams to comply with their KPIs
Reduces operational costs and simplifies all processes
After implementation of Multipeers in different sectors, on average 70% of monthly and daily goals are met
Information on resource availability increases significantly, improving the ability to reorganize teams and minimize impacts

Multipeers running

Multipeers has over 100 customers, across 3 continents and has more than 2,500 active users. In all the projects in which we participated, we improved the performance of companies and contributed to a reduction of costs.
Our goal is to help our customers and growing, making them better able to make informed decisions. And so far we are satisfied with the results achieved!

Porto Municipality


Grupo Amorim


Trofa Municipality


Odd Consulting






Rua Eng. Frederico Ulrich 3210, 1º andar, sala 101, 4470-605 Maia
+351 220 101 587

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    10 KPI's que todos os gestores necessitam

    10 Essential Metrics to Analyze Your Business

    Posted Leave a commentPosted in Soluções de Gestão

    Get to know the essential KPIs for your business

    A KPI is a Key Performance Indicator, and have vital importance for companies as they measure process performance and by analyzing collected information it’s possible to work to improve future actions. There are numerous performance indicators in a company and its definition always depends on the area of ​​activity. However, there are transverse factors to all activities and in this article we highlight the 10 most important.

    Net profit

    It’s one of the most important values ​​for any company. We’ve reached this amount after adding up the entire billing volume and deducting costs and expenses.

    Net Profit Margin

    The profit margin represents what the company plans to make in return for what it invested. In addition to calculating net income to obtain the net profit margin, companies must stipulate an amount that is in accordance with what the market is willing to pay for their product. If the expectation of profits is well above normal there may be problems with future planning.


    EBITDA means for Earning Before Interest, Taxes Depreciation and Amortization and it’s a way of calculating how much a company generates of resources only with its operation, that is to say, before subtracting the value of the taxes. The formula for achieving EBITDA is Net Operating Income + Depreciation + Amortization. This is a very important value for companies that are looking for investors and serves as a comparative point with other companies in the same industry.


    ROI means return on investment and it’s the return on made investment. This value is the result acquired with the investment made.

    Market Share

    Market share means the participation of a company in the market in which it’s located. This value can be found through billing measurement, quantity of customers, among others.

    Cost Per Lead

    This is a value widely used in the digital world, which is gaining importance in the business world. The cost per lead is composed of the sum of the expenses with marketing actions divided by the leads generated through these actions.

    Customer Lifetime Value

    This metric seeks to define the profit that a company may have. CLV represents the total value obtained with a given customer within a given period and for how long it can still be a customer.


    Liquidity is the ability to turn an asset into cash. The faster the conversion is, the more liquid an asset is. This indicator assesses the ability of the company to pay employees and suppliers.

    Index of compliance

    Controlling accounts is crucial so that the company can balance its accounts payable. This indicator evaluates what the company has to receive and how much of that amount is late or has not been paid.

    Employee satisfaction index

    It’s very important to analyze the satisfaction status of a company employees. This indicator should identify the main GAPs of management and to guide actions to improve organizational culture.

    Knowing the state of the company at every moment is vital for managing the business effectively and objectively. Multipeers enables real-time analysis of the state of the business and provides key metrics for the successful pursuit of objectives.



    The Municipality of Porto is responsible for the administration of several areas of the city such as environment, citizenship, culture, tourism, education, employment and security, among others.

    Customer Challenge

    With the significant increase in services provided by the Municipality, the department directors have felt an increase in complexity in the management of their teams' activities and, consequently, it’s difficult to improve the quality of the services provided to the citizens. To achieve this, there was a need to collect information from departments and services in a flexible way to enable decision-makers to work effectively to improve the performance of their teams.
    Aplicação do Multipeers na administração pública

    Multipeers Approach

    • Compile information in a timely way to alert users of relevant situations.
    • Present business data in the form of graphic and provide easy-to-read indicators focused on customer services, management, human and financial resources.
    • Distribute to each user only the information relevant to their activity.
    • Implementation of Multipeers Mobile so that important information always reaches the right people, anytime and anywhere.

    Results of using Multipeers

    Through the use of Multipeers, it’s possible to monitor in real time all the information and it’s possible to alert the user to the most important situations, allowing managers to define solutions quickly and, consequently, improve the performance of their teams and customer satisfaction.
    Thanks to Multipeers, the information in human resources area has improved and today the ability to reorganize teams is greater, contributing to minimize negative impacts. Faster analysis of revenue versus objectives allows better decisions and accelerates the achievement of the organization's goals.

    The implementation of Multipeers was considered a great success by the Municipality of Porto, becoming a reference of day-to-day work. The use of the product has been broadened to make progressively more information available to users by helping them to make better decisions and focus on achieving well-known goals. It has also helped in communication within the organization, where any change or situation can now be reported easily and immediately.
    The Municipality of Porto recognizes that Multipeers is a key element in its information systems and a clear factor of differentiation in its current strategy of success.


    Odd Consulting is a Portuguese company that provides consulting services specialized in the pharmaceutical industry.

    Customer Challenge

    Pharmaceutical companies have to constantly adapt to change to stay competitive in the face of competition. To do this, they need to proactively manage large amounts of information from across the enterprise and turn them into useful, actionable and operational knowledge. By using this solution, the company aimed to control KPIs in real time, improve sales and inventory management, increase performance and improve communication.

    Multipeers Approach

    • Provide valuable visibility into a vast set of information that collects and simultaneously analyzes through multiple sources and presents it graphically clear and interactive;
    • Put a powerful, collaborative and structured problem-solving tool at disposal of the company, which contributes to improve communication and optimize business processes;
    • Allow real-time monitoring of KPIs, business organization processes, sales, stocks, campaigns and promotions so that decisions are the right ones;
    • Enable the definition of alerts and notifications in real time based on the business events

    Results of using Multipeers

    Using Multipeers enabled customers of this company to dramatically reduce operating costs, simplifying processes across the enterprise. Likewise, thanks to the use of this solution, there has been a reduction of risks to the business due to erroneous stock monitoring, product expiration dates and it’s now possible to identify obsolete products in real time. Similarly, because of Multipeers' performance, it’s possible to identify products that were on the shelves over a set period of time, allowing managers to take action, thereby increasing sales by 15%. The use of Multipeers allowed to optimize in 60% the order through its correct allocation in the stores. This solution also helped employees to monitor in real time their own sales performance, contributing to a more than 60% increase in the fulfillment of defined KPI's. Finally, Multipeers allowed better decisions in a fast way, reducing the time of the monitor-analyze-act cycle by 40%.

    In today's highly competitive business environment, real-time visibility into the state of the organization is critical. This information is crucial to the success or failure of the business. Multipeers enables organizations to make the best use of their vast amount of data, streamlining KPI's quickly and easily to make better decisions every day to operate more efficiently, which in turn it helps to reduce costs, minimize risks and increase profit margins. With Multipeers, pharmacies now have a real competitive advantage over their competitors.