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C4 - SRV - Response Time

This document contains key performance indicator (KPI) data for customer response time. It includes response time metrics for total customer calls, calls responded to within the standard time, average response time, and whether targets were met for each month from April 2012 to March 2014. A chart shows that response time improved from 2012/2013 to 2013/2014, staying at or above targets each month. The KPI aims to reflect response time on customer calls to meet service objectives.

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Khincho aye
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23 views

C4 - SRV - Response Time

This document contains key performance indicator (KPI) data for customer response time. It includes response time metrics for total customer calls, calls responded to within the standard time, average response time, and whether targets were met for each month from April 2012 to March 2014. A chart shows that response time improved from 2012/2013 to 2013/2014, staying at or above targets each month. The KPI aims to reflect response time on customer calls to meet service objectives.

Uploaded by

Khincho aye
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as XLSX, PDF, TXT or read online on Scribd
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Data input : C4 - SRV - Response Time

Financial Year 2012/2013

Total Response Average


standard/tar
Month Customer within response Actual
get lead time
Call standard time

April

May

Jun
Jul
Aug
Sep
Oct
Nov
Dec
Jan
Feb
Mar
YTD
Average ###
Performance

KPI Dynamic Analysis

Response Time 2012 /2013 Vs 2013/2014 Response tim


120%
120%
100%
100%
80%
80%
60%
60%
40% 40%
20% 20%
0% 0%
2012/2013 2013/2014 April May Jun Jul Aug Sep
Actual Column G Column M

KPI Definition
BSC
KPI Process Frequency Defin
Perspective

Customer Response Time TBD Monthly Reflect response time

KPI Profile
Direction Unit
Maximize Percentage
2013/2014

Total Response Average


standard/tar
Customer within response Actual
get lead time
Call standard time

100%

100%

100%
100%
100%
100%
100%
100%
100%
100%
100%
100%

1 #DIV/0!

Response time 2013/2014 Response time 2012/2013 Vs 2013/2014


1200%

1000%

800%

600%

400%

200%

0%
April May Jun Jul Aug Sep Oct Nov Dec Jan
l May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar

Column M Actual 2012/2013 2013/2014


Defination Objective

Meet UMG vision, Provide Speedy service to


Reflect response time on total customer call
customers.
Legend Recommendations
Calculated KPI Data (Do
not change)

Your data (White Cells) Please fill in your data in blank white cells

 Results are on or over the established target (keep


improvement)
Results are under the established target, but within a
100% tolerance interval. They need to be analyzed and
monitored

Results are under the established target and require


100%
urgent actions
100%
100%
100%
100% 2013/2014
100%
100% Action Plan
100% 1-………………………………………………………………………….…
100% 2-………………………………………………………………………….…
100% 3-……………………………………………………………………………
100% 4-……………………………………………………………………………………
5-…………………………………………………………………………………
1 6-………………………………………………………………………………….
7-……………………………………………………………………………………………

e 2012/2013 Vs 2013/2014

Sep Oct Nov Dec Jan Feb Mar

12/2013 2013/2014
Numerator Denominator

Actual response within standard time Total customer call


Trend

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