...
The following are terms and definitions used in KPI identification and sets.
Term | Definition, Source |
|---|---|
Accounts | Acquire new accounts |
Billable | Chargeable utilization |
BKD Growth | Month-on-Month Booked MQA Meeting Growth |
CHD | Coached group |
CS | Customer Success |
DXP | Digital Experience |
CSM Churn | Customer Success Management Churn |
M-CS Satisfaction | |
DATA | Computations of the SRC (source) data |
DS Adherence | Delivery Services Adherence |
DS CSAT | Delivery Services Desk CSAT |
Engagement | Happy Team AKA Officevibe Engagement Score by department, DATA Engagement. |
CHD Engagement | Officevibe Engagement Score of coached groups |
Graduation | Attaining degree for Engineer Trainees |
Growth | Revenue Growth by department and organization. |
M-HT Satisfaction | |
Interactions | Monthly Interactions Social Media Marketer |
Invoicing | Monthly Invoicing for Revenue Operations Specialist role |
KEY | Defined variables |
L3 Fill | L3 Time to Fill for Recruitment Ops Specialist |
LEAD Growth | Month-on-Month MQA Leads Growth |
Leads | Leads Growth / Acquire leads through Customer Marketing |
MTG Growth | Meeting Growth / Month-on-Month MQA Meeting Growth |
NPS | Net Promoter Score, DATA NPS, Automation NPS 2020-22. |
OB Satisfaction | |
CHD Growth | Officevibe Personal Growth of coached groups |
OV Satisfaction | Officevibe Satisfaction |
OV Wellness | Officevibe Wellness |
M-M Satisfaction | Marketing to Marketing Team Satisfaction |
PO CSAT | People Desk CSAT |
PO Satisfaction | |
Recruit Process | Daily/Weekly Process Compliance for Recruitment Ops |
M-PO Satisfaction | |
M-R Satisfaction | |
Profitability | AGI = Gross Billings - COGS (Contractors, all hard costs including any freelance or contractor fees) Salaries = All W2 / salary income including owners, all costs related to having a person on staff -- any benefits, payroll taxes, perks, etc.) Overhead = Everything from rent, supplies, travel, entertainment, insurances, etc. Profit = What’s leftover and usually gets spent on taxes, re-investing in the agency, owner distributions/dividends, and employee bonuses |
R Satisfaction | Recruitment Satisfaction |
Response Rate | Customer Feedback for Revenue Operations Specialist role |
Revenue | Revenue booked from new accounts for Sales Account Executive Role |
S | Sales |
S Adherence | Process Adherence for Revenue Operations Specialist |
S Churn | Customer Churn within the portfolio for Sales Account Executive Role |
M-S Satisfaction | |
M-SAL Satisfaction | |
Satisfaction | Stakeholder Satisfaction via a quarterly Leadership Performance Snapshot or Team Member Performance Snapshot, DATA Satisfaction. |
Scale | Growth of the organization or team size |
SRC | Source |
ST Debt | Staffing Debt for Delivery Staffing Specialist role |
ST Loss | Lost Opportunities (Staffing) for Delivery Staffing Specialist role |
Strategy | Happy Directors |
Utilization |
More on /wiki/spaces/AH/pages/3131867208.
...
To prevent KPI outlier scoring, they do not go below zero nor above 200%. Typically, KPI data percentages range from 0% as a failure, to 60% as minimally acceptable, to 80% as reasonable, to 100% as expectations met, and 200% for maximum scoring.
KPI FAQs
Why do I see a rating of 6.4 out of 8 in the KPI snapshot received through automation as per the snapshot below?
...
Ans: 6.4 is 80% of 8 which is the KPI threshold value. In case of non-availability of KPI achievement data, 80% KPI achievement is granted.
2. As a follow-up to Q1 Will the assumed 80% KPI achievement negatively impact my salary appraisal?
Ans: No, with 80% KPI achievement your KPI modifier will be 100% of your tentative role level appraisal percentage.
3. Why does my name not reflect in the Automation KPI - Satisfaction or Automation KPI - NPS 2020-22?
Ans: We capture the data for the /wiki/spaces/AH/pages/3132522501 KPI and NPS KPI on a quarterly basis starting April 21 ‘2021. In the absence of feedback for you in the last quarter, your name will not appear on these sheets. It will start reflecting once we have Q2 feedback updated by Oct’21.
Reference
...