MARKETING & CUSTOMER SERVICE

Financials
Revenue generation
Company Revenue
Existing Business
New Business
Departmental Review
Outpatient Business Revenue Growth
Inpatient Revenue growth
20% Radiology Revenue Growth
Insurance Business
Existing Business
New Business
Wellness Business
Incentive Programs
Top 5 underwriters

Profitability
Company EBITDA
10% Existing Business
New Business

Efficiency
Marketing Budget
10% Company Level
Departmental Level

Customer Perspective

Wallet Share
Company Visits
Existing Business
New Departments
10%
Company Visits (New Visits)
Existing Business
Admission Conversions to Inpatient

Brand Positioning
Client Feedback Rate
10% Conduct Brand Audit
Implement new Marketing Campaign

Internal Business Processes

 Digital Transformation
Implement the online patient portal
Website redesign & Optimization
CRM implementation

Lead Generation
20%
Search Engine Optimization & Marketing

Complaints Resolution
Mystery Shopper Score
Turn Around Time

People perspective

Implement Department Succession Management

Graduate Trainee Programme

New Recruitments

Design & implement training programes:

20%
Business Development Team

Customer Experience Training

CSR

Digitized BSC & BSC Score

Total Score

1 69% and below

2 70-89%
3 90-99%
4 100-109%
5 >110%

Signature

Job Holder
MARKETING & CUSTOMER SERVICE BSC 2022

Target Actual Budget Variance Weighting

100% of Budget
100% of Budget

Reveiwed and Implemented by Q1 2024

Reveiwed and Implemented by Q1 2024
Reveiwed and implemmented by Q1 2024

Reviewed and implemented by Q1 2024

List 3 quarterly
1 Wellness per Quarter

Reveiwed and Implemented by Q4 2023

Sub-segment score actual 0.0%

100% of Budget
100% of Budget
Sub-segment score actual 0.0%

100% of Budget
100% of Budget
Sub-segment score actual 0.0%
Total Segment Score 0.0%

Target Actual Variance Weighting

100% Budget
100% Budget

15% new visits

80% of total admissions

30% of total visits

By Q1 2024
By Q2 2024
Sub-segment score actual 0.0%
Target Actual Variance Weighting

Q2 2024
Q2 2024
by Q4 2024

10% increase in lead convertions rates

80% of weekly complaints to be resolved within 48 hours

85%
Journey Mapping of all Clinical Services by Q2

Total segment score weighted 0.0%

Target Actual Variance Score

10 interns
BDE,Customer Service Supervisor, Communications and
Brand Executive

Quarterly training
1 Departmental training per month & 1 Corporate training
annually

One major Outreach program annually.

Digitized by March, and a socure of 3 for at least 85% of
M&CS staff
Total segment score weighted 0.0%
100% 0.0%

Does Not Meet Targets

Partially Meets Targets
Partially Meets Targets
Met Performance Targets
Generally Exceeds Targets

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Head-Business and Market Analysis HR Business Partner

Comments

Comments
Comments

Comments
 CEXB

Financials
Revenue generation Target
Corporate Revenue Targets 100% budget
5%
Corporate Visits Targets 100% budget
Total Segment score weighted
Customer Perspective
Target
Net Promoter Score
Corporate Feedback Response 60% of visits
Corporate NPS Score 85%
40%
TAT
Complaint Resolution 24 hours
Query Response 6 hours
Customer Experience Events 1 per quarter
Customer Experience Improvement In 1 per quarter

Total Segment score weighted

Social Media Perspective
Target
Annual social media calender 100%
20% Facilitite visibility on all platforms 100%
Grow SEO on platforms 100%
Facilitate all E-shots 100%
Total segment score weighted
Brand Perspective
Target
Brand Visibility 100%
20% Cordinate Internal Branding Needs 100%
External Branding Opportunities 100%
Media Buying Opportunities 100%
Total segment score weighted
People perspective
Target
Timely submission of BSC By 15th day of the subsequent quarter
10% Trainings facilitated 1 per quarter
Training days attended 1 per quarter
Leave utilization Use at least 19 days by end of year
Employee Volunteerism Program At least 6 hours every half year
Total segment score weighted
Total Score 100%

1 69% and below Does Not Meet Targets

2 70-89% Partially Meets Targets
3 90-99% Met Performance Targets
4 100-109% Generally Exceeds Targets
5 >110% Exceeded Target By Far
Signature Signature

Job Holder Head-Business and Market Analysis

 Actual Budget Variance Weighting

Actual Budget Variance Weighting

Budget Variance Weighting

Budget Variance Weighting

Actual Budget Variance Weighting

0
-

Does Not Meet Targets

Partially Meets Targets
Met Performance Targets
Generally Exceeds Targets
Exceeded Target By Far
Signature

HR Business Partner
 FRONT OFFICE BSC

Financials
Revenue generation Target Actual
Visits 100% budget
Billing error rate 0%
20%
Rejection rate for billing errors 0%
Med Revenue 100% budget

Total Segment score weighted

Customer Perspective
OPD/UNITS Perspective Target Actual
Net Promoter Score
Feedback collection 70% of visits

20% Score 85%

TAT 7 minutes

With Procedure 75 minutes

Without Procedure 37 minutes
Total Segment score weighted
IPD Perspective Target Actual
Net Promoter Score
Feedback collection 60% of visits

20% Score 85%

STAY GAUGE

Medical: Clinical and Nursing 85%

Care Interaction 90%
Total Segment score weighted

Internal Business Processes

Target Actual
Facility Audit Score Front Office 93%
Mystery Shopper Score Front Office 85%
20%
Locum reliance rate less than or equal to 25%
Product Knowledge Score 85%
Total segment score weighted

People perspective
Target Actual

20%
 Performance management
Timely submission of BSC By 15th day of subsequent quarter
20%
Trainings attended 2 per quarter
Leave utilization Use at least 19 days by end of year
Employee Volunteerism Program At least 6 hours every half year
Total segment score weighted

Total Score 100%

1 69% and below Does Not Meet Targets

2 70-89% Partially Meets Targets
3 90-99% Met Performance Targets
4 100-109% Generally Exceeds Targets
5 >110% Exceeded Target By Far

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Head-Business and Market
Job Holder HR Business Partner
Analysis
C

Budget Variance Weighting Comments

5
5
5
5

20

Variance Weighting Comments

5
5

5
5
20
Variance Weighting Comments

5
5

5
5
20

Variance Weighting Comments

5
5
5
5
20

Variance Weighting Comments

 10
5
2.5
2.5
20

100

Meet Targets PIP

Meets Targets Not Eligible for Bonus
mance Targets Bonus
Exceeds Targets Bonus
Target By Far Bonus

Signature

HR Business Partner