2018) 10% Measure: Revenue from New D = Bus. Dev’t Business from New Accounts A = Bus. and Dev’t over Total Revenue Operations 10% and above C = Management 5% to below 10% I = Finance Below 5% 2. Target net 15% to Measure: Net Profit Margin D = Management 2014-2018 profit margin of 20% (Check 15% and Up A = Operations 15%-20% p.a. Quarterly) 10% to below 15% C = Finance Below 10% I = Bus. Dev’t Customer Perspective Objective Key Performance Index or Measure Target Resp. When Meet Target D = Driver Warning A = Accountable Below Target C = Consulted I = Informed 1. Maintain 2.2% Measure: Market Share D = Bus. 2018 Dev’t Market Share in (Check 2.2% and Up A = Operations the next 5 years Annually) C & I = Management 2% to below 2.2% Below 2% 2. Penetrate 10% Measure: % of revenues from D = Management 2018 SME industry. SME over total client portfolio (Check A = Operations Design Quarterly) 10% and Up C = Finance packages 5% to below 10% I = Bus. Dev’t specific to this Below 5% market. 3. Grow current Measure: Cross-selling & 1% D = Bus. 2018 Dev’t portfolio through Upselling rate (additional revenue / (Check A = Operations designing previous revenue ) year’s Quarterly) C = Management products for 1% and Up I = Finance cross-selling 0.5% to below 1% and upselling. Below 0.5% Measure: Retention rate (revenue 98% D = Operations 2015 from renewals (exclusive of organic 4. Improve client A = Operations (Check growth) / previous revenue) year’s retention rate to Quarterly) C = Bus. and Dev’t 98%.Increase 98% and Up Mgt. customer 90% to below 98% I = Finance confidence in Below 90% our advice. 3 Measure: Customer Satisfaction D = Operations 2014 (through Rate (0 to 4 rating) A = Operations (Check annual 3 and above Annually) C = Bus. and Dev’t survey) 2 to below 3 Mgt Below 2
2018) Measure: Revenue from New Business from New Accounts over Total Revenue 10% and above 5% to below 10% Below 5% 10% D = Bus. Dev’t A = Bus. Dev’t and Operations C = Management I = Finance 2. Target net profit margin of 15%-20% p.a. Measure: Net Profit Margin 15% and Up 10% to below 15% Below 10% 15% to 20% D = Management A = Operations C = Finance I = Bus. Dev’t 2014-2018 (Check Quarterly) Customer Perspective Objective Key Performance Index or Measure Target Resp. When Meet Target Warning Below Target D = Driver A = Accountable C = Consulted I = Informed 1. Maintain Market Share in the next 5 years Measure: Market Share 2.2% and Up 2% to below 2.2% Below 2% 2.2% D = Bus. Dev’t A = Operations C & I = Management 2018 (Check Annually) 2. Penetrate SME industry. Design packages specific to this market. Measure: % of revenues from SME over total client portfolio 10% and Up 5% to below 10% Below 5% 10% D = Management A = Operations C = Finance I = Bus. Dev’t 2018 (Check Quarterly) 3. Grow current portfolio through designing products for cross-selling and upselling. Measure: Cross-selling & Upselling rate (additional revenue / previous year’s revenue ) 1% and Up 0.5% to below 1% Below 0.5% 1% D = Bus. Dev’t A = Operations C = Management I = Finance 2018 (Check Quarterly) 4. Improve client retention rate to 98%.Increase customer confidence in our advice. Measure: Retention rate (revenue from renewals (exclusive of organic growth) / previous year’s revenue) 98% and Up 90% to below 98% Below 90% 98% D = Operations A = Operations C = Bus. Dev’t and Mgt. I = Finance 2015 (Check Quarterly) Measure: Customer Satisfaction Rate (0 to 4 rating) 3 and above 2 to below 3 Below 2 3 (through annual survey) D = Operations A = Operations C = Bus. Dev’t and Mgt 2014 (Check Annually)
strama_annayu_draftv2_20130821.docx