Internal Processes Perspective Objective Key Performance Index or Measure Target Resp. When Meet Target D = Driver A = Accountable Warning C = Consulted Below Target I = Informed 1. Intensify 12 (at least Measure: Number of PR Events D = Bus. 2014-2018 Dev’t brand building once a inc. seminars and Ad campaigns (Check A = Bus. Dev’t efforts month) in a year quarterly) C = Management (Adjust based 12 and above I = Finance on sales 6 to below 12 target) Below 6 2. Increase 2 and up 2014-2018 Measure: Number of new D = Bus. Dev’t targeted products/packages launched in a A = Bus. Dev’t marketing efforts year C = Management 2 and Up and Operations 1 I = Finance 0 Measure: Number of qualified D = Bus. 2014 Dev’t 120 (Closure leads from PR events / Close (Check A = Bus. Dev’t rate may be Rate monthly; C = Management adjusted with yearly 120 and above / 10% MLE, 5% depending on I = Management adjustments) Small size of closed 100 to below 120 / Less than accounts) 10%/5% Below 100 / Less than 10%/5% 3. Develop and Measure: Number of MOAs D = Bus. 2014-2018 Dev’t strengthen 5 signed with allied partners A = Bus. (Check Dev’t partnerships with 5 and above monthly) allied industries C = Management and providers to 1 to 4 I = Management provide 0 features for customers 4. Improve SLA, Measure: SLA hit rate (i.e. %age 99% D = Operations 2014-2018 Service Delivery TAT SLAs are achieved) A = Operations (Check quality and 99% and Up Quarterly) C = Bus. Dev’t response time 90% to below 99% and Mgt. Below 90% Measure: With 24 Mean response time for D = Operations 2014-2018 customer concerns hours A = Operations (Check Within 24 hours quarterly) C = Bus. Dev’t Above 24 hours to 48 hours and Mgt. Above 48 hours Measure: Number of Customer 1 and below D = Operations 2014-2018 complaints per Month
Internal Processes Perspective Objective Key Performance Index or Measure Target Resp. When Meet Target Warning Below Target D = Driver A = Accountable C = Consulted I = Informed 1. Intensify brand building efforts Measure: Number of PR Events inc. seminars and Ad campaigns in a year 12 and above 6 to below 12 Below 6 12 (at least once a month) (Adjust based on sales target) D = Bus. Dev’t A = Bus. Dev’t C = Management I = Finance 2014-2018 (Check quarterly) 2. Increase targeted marketing efforts Measure: Number of new products/packages launched in a year 2 and Up 1 0 2 and up D = Bus. Dev’t A = Bus. Dev’t C = Management and Operations I = Finance 2014-2018 Measure: Number of qualified leads from PR events / Close Rate 120 and above / 10% MLE, 5% Small 100 to below 120 / Less than 10%/5% Below 100 / Less than 10%/5% 120 (Closure rate may be adjusted depending on size of closed accounts) D = Bus. Dev’t A = Bus. Dev’t C = Management I = Management 2014 (Check monthly; with yearly adjustments) 3. Develop and strengthen partnerships with allied industries and providers to provide features for customers Measure: Number of MOAs signed with allied partners 5 and above 1 to 4 0 5 D = Bus. Dev’t A = Bus. Dev’t C = Management I = Management 2014-2018 (Check monthly) 4. Improve SLA, Service Delivery quality and response time Measure: SLA hit rate (i.e. %age TAT SLAs are achieved) 99% and Up 90% to below 99% Below 90% 99% D = Operations A = Operations C = Bus. Dev’t and Mgt. 2014-2018 (Check Quarterly) Measure: Mean response time for customer concerns Within 24 hours Above 24 hours to 48 hours Above 48 hours With 24 hours D = Operations A = Operations C = Bus. Dev’t and Mgt. 2014-2018 (Check quarterly) Measure: Number of Customer complaints per Month 1 and below D = Operations 2014-2018
strama_annayu_draftv2_20130821.docx