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