Managers measure the progress of a complex business project using metrics. Metrics are measurements that evaluate results to determine whether a project is meeting its goals. Two core metrics are critical success factors and key performance indicators.

The goal of this activity is for you to demonstrate your understanding of what constitutes a critical success factor or a key performance indicator.

Instructions: Identify each item as a critical success factor or a key performance indicator.

Quantifiable metrics a company uses to evaluate progress toward critical success factors

$($Click to select$)$

Crucial steps companies perform to achieve their goals and objectives and implement their strategies

$($Click to select$)$

Create high$-$quality products

$($Click to select$)$

Turnover rates of employees

$($Click to select$)$

Percentage of help desk calls answered in the first minute

$($Click to select$)$

Retain competitive advantages

$($Click to select$)$

Reduce product costs

$($Click to select$)$

Number of new customers

$($Click to select$)$

Increase customer satisfaction

$($Click to select$)$

Number of product returns

$($Click to select$)$

Hire and retain the best business professionals

$($Click to select$)$

Average customer spending

$($Click to select$)$