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Key Prfrmnc Indctr.pptx

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Key Prfrmnc Indctr.pptx

5. Feb 2023
• 0 gefällt mir • 8 Aufrufe

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Leadership & Management

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Key Prfrmnc Indctr.pptx

  1. 1. KPI
  2. 2. Quality of work (QOS) Ticket Per Person (TPP) Time To Resolve (TRR) Delivery on target (SLA) PRIMARY KPIs
  3. 3. UX Priority Learn and Coach Think Big and Act Quick Drive & Deliver While Being A Team Player SECONDARY KPIs
  4. 4. . Questions

Hinweis der Redaktion

  • - Quality of work- As per Organisation processes and policy, Industry practices and RCA/Closer notes/Transfer notes)

    - Ticket Per Person (TPP) (No. Of tickets with quality work, No repetitive ones)

    Time To Resolve (TRR) How perfectly the solution is provided before time with stable work. Even if the case needs to be transferred how its taken care of in designated time.

    - Delivery on target (SLA) [No hold on tickets] SLA is not breached and ticket is taken care of as per its severity, No holds were their which keeps the user in blinded mode.
  • -UX Priority> User experience during communication over slack/email/phone which direclty impacts the CSAT

    -Learn and Coach> How quickly do you learn from day to day operations or knowledge sharing and how do you make sure that your team members are also getting the benefits from your learning

    -Think Big and Act Quick> In challenging situations how you deal and take care of scenarios which might lead to escalations

    -Drive & Deliver While Being A Team Player> Taking initiative for enhancing the Operations and driving it while involving team for overall betterments.

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