|
No. |
K.P.I |
Target |
|
1. |
Customer Satisfaction Survey |
Minimum achievemement 3 of 5 |
|
2. |
Numbers of Customer Complaints |
Maximum Complaint Received at 500 |
|
3. |
Respond Time to Complaint Raised |
85% of complaints responded within 30 minutes of complaint received by helpdesk |
|
4. |
Turnaround Time to Resolve Complaint |
65% of customer complaint resolved within same day
|
|
5. |
Recurring Complaint |
Max of 5% of total Work Order generated |
|
6. |
Engineering System Availability |
Min 90% of PPM executed |
|
7. |
Efficiency of Work Order Execution |
Min 96% closed every month |
|
8. |
Poorly Executed Work |
Max 5% Work Order rated as poor |
