Balanced scorecards- Key Performance Indicators (KPIs)

There are many theories and ideas how to Steer or Control operations (results) and how to implement changes. The indicators let us use KPI as a starting point for discussion. KPIs must e set in a proper way so that it is possi le to manage the company y monitoring the KPIs at different le!els in the organisation. The o "ecti!es and goals must e SMART i.e. they must e# Specific Measura le Accepted Realistic Time$ ased

Networ a!aila"ility Traffic channel una!aila ility Cell reco!ery time (hour) % cell down &'( hours Networ #$ality Call completion Congested cell ()*S &'+%) ,rop call during con!ersation )S- erlang minute per drop Networ co!era%e .rea ' (Cairo incl. surroundings) .rea / (-a"or Towns and roads) .rea 0 (.ll Towns and roads) .rea 1 (2egion ' 3 4) etc.

Accessi"ility 3 di!ided per supplier area and num er of sites with accessi ility elow stated le!el &ro''ed calls $ per supplier area and num er of sites5sectors with high num ers of dropped calls

(a$lt fre#$ency 3 6um er of faults in the mo ile networ7 (a$lt correction time 3 Time to repair 5 ser!ice re$esta lished

Mar etin% and Sales 6um er of customers with post$paid 5 pre$paid rea7down .2P8s with lended o!erall 5 post$paid 5 pre$paid rea7down 6on$!oice ser!ices as a % of o!erall re!enue Churn5disconnect with o!erall 5 post$paid 5 pre$paid rea7down -inutes of use with o!erall 5 post$paid 5 pre$paid rea7down Billin% Post$paid customer complaints 3 num er of complaints per '(( ills per month Pre$paid customer complaints 3 num er of complaints per '9((( pre$paid customers per month )$stomer )are *) +el' &es s (P,ysical locations) .!erage waiting time for a customer to reach a ser!ice agent .!erage time a customer spends with a ser!ice agent 6um er of :ueries dealt with and cleared up within ' day 6um er of complaints cleared up to the satisfaction of the customer within 0 days -) )all )entre (Tele',one calls) 6um er of calls answered within 0( seconds 6um er of a andoned calls 6um er of :ueries dealt with and cleared up within ' day 6um er of complaints cleared up to the satisfaction of the customer within 0 days (inancial ;<IT,. (*perating income efore depreciation and amortisation) *pe= de!elopment and control Staff num ers and related costs Cape= de!elopment and control ,e t de!elopment and control >hich type of indicators do you use in your organisation )i!e e=amples on ?2 KPIs