Spreadsheet: 537170d1504855338-forumal-assistance-excel-template
Sheet: Target Measures

Balanced Scorecard Perspective | KPA | Objective | Measure | Measurement Tool | Success Criteria (Key Performance Targets) | Individual Weighting | Overall Weighting
FINANCIAL | Leave management | Improved attendance (reduction in absenteeism) and managed leave liability. | Good attendance (no absenteeism trends), planned and taken annual leave according to leave balance. | Absenteeism report (unplanned leave = sick/ family responsibility, unauthorised), excess annual leave notifications | Target not met = Major absenteeism trends identified and/or allowing annual leave to accrue over 25 days without planning leave Target partially met = [NAME] absenteeism trends identified and/or allowing annual leave to accrue over 20 days without planning leave Target met = No absenteeism trends identified; and annual leave planned for and taken as not to accrue over 15 days Target partially exceeded = No absenteeism trends; and annual leave planned for and takenTarget exceeded = No unplanned leave taken; and annual leave planned for and taken | 3 | 5
 | Telephone costs | Reduction in service failures with cost implications (inefficincies). Reduction in personal calls and telephone bills. | No service failures with cost implications (inefficincies) and personal calls not incurring costs for business. | Telephone reports | Target not met = Service failure(s) with cost implications and/ or exceeding costs of telephone on personal calls> R75.00   Target partially met = No service failure(s) with cost implications but have exceeed costs of telephone on personal calls R51.00 -R74.00  Target met = No service failure(s) with cost implications and telephone cost of R50.00 not exceeded Target partially exceeded = No service failure(s) with cost implications and telephone cost of R49.00 -R0.Target exceeded = No service failure(s) with cost implications and no personal calls made at all | 2
COMPLIANCE | Audit and Risk Management | Compliance to policies, procedures, standards, and legislation within the department, BU, company and industry. | Achieve a minimum average of 90% on quarterly Compliance assessments. | Assessment results | Target not met = Assessment score 84% and below               Target partially met = Assessment score 85% - 89%      Target met = Assessment score 90% Target partially exceeded = Assessment  score 91% - 95% Target exceeded = Assessment  score above 96% - 100% | 5 | 5
CUSTOMER | VOC | Improve and maintain customer/member satisfaction rate on monthly service surveys | Achieve a minimum VOC average of 85% | VOC Individual Report | Target not met = VOC scores below 79% Target partially met =VOC score 80% - 84% Target met = VOC score 85% Target partially exceeded = VOC score 86%  - 89% Target exceeded =VOC score 90% and above | 15 | 15
JOB SPECIFIC | Adherence to schedule | To ensure a high level of adherence to schedule to ensure Service Levels are maintained according to SLA. | Achieve a minimum of 97% adherence to schedule | Blue Pumpkin Reports | Target not met =Adherence Score  below 94%                Target partially met = Adherence score 95% - 96%                            Target met = Adherence score 97%                 Target partially exceeded = Adherence score 98%                    Target exceeded = Adherence score 99% - 100% | 10 | 70
 | Quality Score | Improve and maintain the quality of service on a monthly basis | Achieve a minimum average quality score of 90% | Quality Scores report | Target not met = Quality score 84% and below                Target partially met =Quality score 85% - 89%      Target met = Quality score 90% Target partially exceeded = Quality score 91% - 95% Target exceeded =Quality score 96% - 100% | 20
 | FCR | Ensure first call resolution is achieved to avoid repeat callers and unnecessary delays in query resolution. | Achieve an average score of 90% on First Time Call Resolution (FCR) | GPS Reports | Target not met = Quality score 84% and below                Target partially met =Quality score 85% - 89%      Target met = Quality score 90% Target partially exceeded = Quality score 91% - 95% Target exceeded =Quality score 96% - 100% | 15
 | Call Centre effeciencies | Effectively manage call centre agents average handling time (AHT) and talk times to ensure call centre efficiencies. | Ensure that average talk times does not exceed 5:00 to 5:30 minutes per call for area of responsibility. Talk times under 3:30 minutes will be monitored for suspicious behaviour. | AHT reports | Target not met = Talk times above 6:30 minutes Target partially met =Talk times= 5:31 - 6:00 minutesTarget met = Talk times =  5:00 to 5:30 minutes  Target partially exceeded =Talk times 4:30 - 4:59 minutes.Target exceeded =Talk Times 4:29 minutes | 10
 | Product knowledge Assessments | To ensure staff are familiar with and updated on their product at all times. | Achieve a minimum average PKA (product knowledge assessment) score of 90% on a monthly basis. | PKA Scores Report | Target not met = PKA score below 84%  and below               Target partially met =PKA score 85% - 89%      Target met = PKA score 90% - 94%                Target partially exceeded = PKA score 95% - 99% Target exceeded =PKA score 100% | 15
[NAME] | Own development | To have a highly effective workforce and to promote self-empowerment. | To enrol for atleast 1 E-learning (classroom based if E-learning not available) course every 12 months. | Successful completion of the course - report from Training Department | Target not met = Did not enrol for any courses/ did not complete the course Target partially met = Enrolled for 1 course in 12 months but did not pass it (below pass mark) Target met = Enrolled for 1 course in 12 months and successfully completed it with min 85% Target partially met = Enrolled for 1 - 2 courses in 12 months and successfully completed it with 90% and above Target exceeded = Enrolled 1 - 3 courses in 12 months and successfully completed it with 95% and above | 5 | 5
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