Objective Continuous improvement of processes

KPI

Objective Streamline the production process

KPI

Objective Regulations and internal policies

KPI

Objective Improve IT enabling systems

KPI

Objective Relationship management

KPI

Objective Deliver against service level agreements for businesses

KPI

Objective HR policies related to health & safety issues

KPI
Objective Control and monitor environmental safety
KPI

Objective Efficient and reliable project management

KPI

Objective Clinic appointment activity

KPI

Objective Referral activity - clinic appointment

KPI

Objective Oncology outpatients service

KPI

Objective Monitor performance for nurse contact centre advisor

KPI
 Number of waste reduction initiatives taken
Improve space utilization
Planning accuracy
New products introduced
Minimize downtime
Response time to customer
Break-even time for new products

Product return rate

Hours spent on product re-work
Lead time for product development
Lead time from order to delivery
Lead time for suppliers
% On-time delivery
Productivity rate
Rework rate
Cycle time improvement

Number of fines from regulatory bodies

Non-conformities in the quality assurance system

Distribution resource planning

Delivery vehicle routing and scheduling
Electronic links for delivery advice information
Electronic links for communication with carriers

Existence of Service Level Agreement (SLA) with 3rd party service provider
Customer database availability

agreements for businesses

Pay runs in banks on time (< x% error)
Audit requirements (% rating)
Number of new ideas to reduce processing time
(Zero) manual pays
Reduction of payroll errors per month

& safety issues

Preventive Occupational Safety, Health and Environment (OSHE) cost factor
Serious injuries frequency rate
Lost time injuries
mental safety
Emissions from production into the environment
Environment impact of product use

management
Administrative expense per customer
Average lead time
Number of contracts filed without error
Average time for decision-making

Clinic visits
Rate of patient attendence
Clinic visit duration
Patient discharge rate
Dictation turnaround - average time taken to type and dispatch dictated medical correspondence

Referral outcome - proportion of appointment requests (referrals) in a month receiving a response

Booking response time (within 7 days)
Clinic access (within 8 weeks, and 12 weeks)

Waiting time to new patient appointment

Waiting time to treatment appointment
Waiting time to follow up appointment
% Medical oncology clinics starting on time
% Medical oncology clinics finishing on time
% of overall clinic utilisation

se contact centre advisor

Nurse availability
Call handle time
Call work time
Setting appropriate return to work dates
Attendance
Punctuality and shift adherance
Client specific SLAs
Quality monitoring compliance
Allied Health Professional (AHP) occupational health standards