Balance Business Score Card - RTTC-Ahmedabad

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					Balance Business Scorecard for - SDE (Broadband & Internet of Salem SSA)__Group- 2
SL No 1 Perspective Performance Parameter Financial Type of performance Weightage (W) Responsibility parameter(P) Centres 5% SDE BB Initiatives

Financial

Reduction of Cost of negative Team / 1000 BBConnections Revenue generated positive through BB Connections positive

1

SDE-BB will see that expenditures are reduced on TA, Vehicle and office expenditure etc., Revenue generated per month will be monitored monthly Revenue generated per month will be monitored monthly

8%

SDE BB

1

2

Revenue generated through Inter-net connections Financial TOTAL Increase in no. of BBCustomer connections Financial

2%

SDE BB

1

positive

15% 20%

SDE-BB, AGM(MM), 1 SDE-Intnl., 2 3 4 5 6 SDE-Internet, SDEnib 1 2

Increase the commission for the franchise's

1

Customer

Increase in no. of Internet connections

positive

15%

By arranging road shows, Door-to-Door campaign Letters to net-one customers Modem's are made available by AGM(MM) Connections are jumpered immediately without any delay Comparative tariff with reference to other operators Emphasizing the Reliability of the BSNL Net-work 1 Motivatation of staff & changing the working culture

3

Customer TOTAL Internal Faults per 100 negative Process Subscribers per month for BB-connections Internal Mean time in hrs. taken negative Process to clear BB-faults Internal Process Mean time in hrs. for negative completion of advice notes with in norms Internal Average down time for negative Process BB-connections for corporate customers Internal Process TOTAL Learning & Staff to customer ratio( negative Growth BB+Internet) Learning & No. of Team members positive Growth trained on customer orientation Learning & No. of Team members positive Growth trained on other aspectsTechnical Learning & Absenteism in % of staff negative Growth Learning & Growth TOTAL

35% 10%

SDE-BB

1

5%

SDE-BB

5%

SDE-BB

10%

SDE-BB

4

30% 5% 5%

SDE-BB SDE-BB, DE(Admin.) DE-Admin will ensure in deputing the staff for Training.

5%

5% 20%

SDE-BB

1

Motivate the staff for over-all improvement by not going on leave frequently

BALANCE BUSINESS SCORE CARD FOR SDE (INTERNAL)
SLNO Perspective 1 Financial 2 Financial Performance parameter Type Weightage Target Reduction in value of idle Positive 4 80% inventory Reduction in overall cost of team Negative 1 1% (of previous year)

Total
3 Customer 4 Customer 5 Customer 6 Customer Time for opening a new level/POI Time for opening of new connection after receipt of A/N Time for execution of reconnection / disconnection Average revenue/DEL Negative Negative Negative Positive

5
10 8 5 2 2 hours 2 hours 2 hours 5% (of previous year) 68% 62% 46% 2 hours 6 hours 0.1% 20% 1%

Total
7 8 9 10 Internal Process Internal Process Internal Process Internal Process Local CCR JN CCR STD CCR Average mean time to clear internal faults Average down time of PCM Internal faults/1000 DELs Positive Positive Positive Negative Negative Negative Positive Negative

25
10 10 8 12 10 10

11 Internal Process 12 Internal Process

Total
13 Learning & Growth No. of team members trained 14 Learning & Growth % of absenteesm of team

60
5 5

Total Total weightage

10 100

Balance Business Score card for SDE/JTO OFC of SSA
Sr. No Perspective Performance parameter Type of Target (T) Weightage (w) performance parameter(p) 10% 10% 5% 6% 6% 3% 15% 10% 10% 20% 8% 8% 8% 8% 8% 40% 15% 10% 25%

1 Financial 2 Financial 3 Financial Financial 4 Customer 5 6 7 8 9 10

Mtce. Expenditure per route Km per year Negative Mtce. Expenditure per system per year Negative Staff and Admn expenditure per E1 stream per year Negative Total Positive Negative Negative Negative Negative Positive Positive

11 12

OF cable Route KM additions Average no. of customer Customer complaints/month (DLC/LC) Customer Total Internal process MTTR of Faults Internal process Avg. of cable faults/month Internal process Avg. of Sys faults/month Internal process BBSC implementation Internal process Utilization of OFC and OFS Total No. of Team members Learning & Growth trained in OFC and OFS No. of Team members Learning & Growth trained in New Technologies Total

10% 15% 15% 10% 10% 100% 10%

Positive Positive

100% 25%

or SDE/JTO OFC of SSA
Responsibility centres Initiatives

Balance Business Score Card SDE Planning
Sr No Perspective Performance parameter Type of Pfce Parameter(P) Weightage Responsibility (W) Centre

N/W Capacity Utilisation 1 Financial P 2 Financial Total Cost of Inv & Eqpt Procured P 3 Financial Red in value of idle stors N 4 Financial Disp of u/s stores P 5 Financial GSM/WLL site finalisation P Financial Total 6 Customer Procurement of FL eqpt P 7 Customer Procurement of WLL eqpt P 8 Customer Procurement of BB/LL eqpt P 9 Customer Procurement of IN/ITC eqpt P 10 Customer Procurement of Tax/XMN eqpt P Customer Total 11 Internal process Time to Finalise Tender N 12 Internal process Time to finalise Bill Payment s N 13 Internal process Settlement of Arbitration case N 14 Internal process Qick utilisation of new eqpts N 15 Internal process Timely Distribution of stores N Internal process Total 16 Learning & growthComputerise Inv Mngt /FC/Comml N 17 Learning & growthStaff trained in NT/MNGT P 18 Learning & growthNo of Project Monitoring Reo rlsd intimeP Learning & growth Total

4% 5% 4% 3% 4% 20% 7% 10% 10% 8% 15% 50% 3% 4% 1% 7% 5% 20% 4% 4% 2% 10% 100%

GRAND TOTAL

anning

Balance Business Score Card SDE Comput
Sr No Perspective Performance parameter Type of Pfce Parameter(P)
P N N P

Weightage (W) 15% 15% 20% 15% 15% 50% 10% 10% 20% 10% 5% 15% 100%

1 Financial 1 Customer 2 Customer 3 Customer

Reduction in cost of maintenace of computers

Financial for restoration of flts in the Network /nettwork Average timeTotal elementstime to update the latest information on the Average
Website implementation of number of database

Customer Total 1 Internal process 2 Internal process 1 Learning & growth 2 Learning & growth
Average time foroperationalise new eqpts from delivery to Average time to AMC bill settlement commissioning N N

Internal process Total
No. of packages(HR,MM etc) implemented within target date P Staff trained Learning & growth Total P

Total

ore Card SDE Computer/IT
Target Achivement Per Score indicator 12 24 24 5 8 30 20 3 0.7 0.8 1.2 0.6 Responsibility Centre Iniitiatives

10.0 Computer/ITcell 0.0 16.0 Computer/ITcell 18.0 Computer/Itcell Computer/Itcell/BD/M 9.0 ktg/Comml/TR 0.0 7.5 Computer/IT/Accts 12.5 Computer/It/Plg 0.0 6.7 Computer/IT/HR/Plg 2.5 Computer/HRD 0.0 0.0

Computer/ITcell Computer/ITcell Computer/ITcell Computer/ITcell Computer/Itcell/ Finance Computer/ITcell Computer/ITcell Computer/Itcell/ HRD

30 15 3 2

40 12

0.75 1.25

2 0.666667 1 0.5

Balance Business Score Card for PRO ---- Group 6
Sr. No. Perspective 1 Financial Financial Total 2 Customer 3 Customer 4 Customer Performance parameter Gross revenue from all services Type of performance Parameter P Weightage Responsibility Centre 15% Marketing,BD,CO,External ,Internal,TR& Others. 15% 25% ----------do---------2% ----------do---------5% ----------do---------2% ----------do---------10% ----------do---------44% 3% Outdoor,Indoor Staff 3% ----------do---------3% Outdoor,Indoor Staff,CO. 9% 32% GM/DGM(Adm),TRng Centres. 32%

5 Customer 6 Customer Customer Total 7 Internal Faults /100 customers/month Process 8 Internal Mean time in Hours taken for Process clearance of faults 9 Internal Mean time in Hours taken for Process A/N/Obs implementation. Internal process Total 10 Learning & No of courses attended on Growth N.T/services/Plan /Rulings etc. Learning & Growth Total

Increased in no. of connections F/line,WLL,GSM,Internet,BB,WiFi Value of ITC card sold Customers disconnected as % of Total Customers in SSA Net PCO addition No of corporate customers added

P P N P P N N N

P

Gross Total
Participants:Pandey Vijay Bhushan P.S.Gurjar A.R.Baro A.H.Laskar R.Gopalan K.W.Morey P.N.Pandey D.P.Bhattacharjee V.Narayanan

100%

6
Initiative Inform to concern officer for particular service. ------do---------do---------do---------do---------do---Outdoor,Indoor Staff ------do---Outdoor,Indoor Staff,CO.

GM/DGM(Adm),TRng Centres.

Balance Business Scorecard for SDE(WLL)
Sr. No. 1 Perspective Performance parameter Finance Type of performance parameter % reducation in overall cost of Negative team Finance Total Increase in no. of WLL Positive connection Increase in no. of WLL(PCO) Positive connection No. of corporate customers Positive added WLL Subscriber Negative disconnection as % of total Subscriber in SDCA No. of demand generation for NTC Customer Total Fault rate reduction Mean time (in Hrs) taken for clearance of Fault Mean time taken (in hrs) for A/N implementation BTS downtime in a month Positive Weightage Responsibility Centre 10% 10% 20% 8% 2% 10% Initiatives

2 3 4 5

Customer Customer Customer Customer

6

Customer

10% 50% 10% 8% 7% 5% 30% 3% 7% 10% 100%

7 8 9 10

Internal Process Internal Process Internal Process Internal Process Learning & Growth Learning & Growth

Negative Negative Negative Negative

11 12

Internal Process Total Absenteeism % of team Negative No of team members trained Positive

Learning & Growth Total G.Total

Balance Business Scorecard for SDE Marketing of SSA ( Group no.10)
Sr NO

Perspective Financil

Performance Perameter 1. % of increase in revenue 2. % OF DECREASE IN Expenditure in Marketing Team

TYPE OF PP Positive Negative

WEIGHTAGE 10% 2% 12%

1

Total Financial 1.Complaints on franchisee by the public 2.Retention of Disconnecting customers ( Closures) 3.Sale of ITC cards Revenue Earned 4. Sale of RCV; SIM Revenue Earned 5.Managing/Meeting the Heavy callers Total Customer 3 Internal Process 1.Arranging castomer meets 6 times in a year Positive 2. Idetification of Hording places and 10 no. per year Positive 3.Launching& Advertising in local media within 24 hrs.of New services Positive Total IP 4 Learning and growth 1. Identification &Training of 5% of staffs in SSA for training in marketing Total L &G

2 Customer

Negative Positive Positive Positive Positive

8% 8% 5% 5% 10%

36%

10% 10% 10% 30%

Positive

20% 20%

f SSA ( Group no.10)
RESPONSIBILITY CENTRES SSA SSA

SSA SSA SSA SSA SSA

SSA SSA SSA

SSA

Balance Business Score card for SDE (Mux) Mtce Region Group-12
Sl No Perspective Performance Parameter 1 Financial 2 Customer 3 Customer 4 Customer 5 Customer 6 Customer Mtce Exp/2MB stream Financial Total New Stream provisioning & testing in time Type Of Performance Weightage Responsibilty Parameter(p) (w) in % Cetres Negative 10 10 Positive 10 10 10 5 10 45 10 10 7 8

Availibilty of 2MB Leased Positive Availibilty of 2MB TAX Positive Average Performance Score of Positive Customer Circle Availibilty of STM-1 BB & TAX Customer Total= % of Circuits showing eff.>99% Rectification of faulty equip. in time Restoration of traffic on alternate route with in time Performance parameter monitoring(Preventive mtce) Positive

7 Internal Process 8 Internal Process 9 Internal Process 10 Internal Process

Positive Positive Positive Positive

Internal Process Total= 11 Learning & Staff per one thousand 2MB growth stream 12 Learning & No. of executives trained growth

Negative Positive

35 4 4 2 10 100

13 Learning & no. of Non-executives trained Positive growth Learning & growth Total= Grand Total

roup-12
Initiatives


				
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posted:11/7/2009
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