The document provides examples of key performance indicators (KPIs) in different areas including revenue, cost, process cycle time, customer satisfaction, business processes, service level agreements (SLAs), service quality, efficiency, compliance and budgets. It lists specific KPIs that could be measured for each area such as percentage of processes completed on time, average process age, number of complaints received, and cycle time from request to delivery. The document also discusses indices that can be used for KPIs like tolerating, frustrated and satisfied times.

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KPI xamples
KPI – Ke Performance Indicators
Ke Performance Indicators are used in four main
areas:
Revenue improvement
Cost reduction
Process ccle-time improvement
Increased customer satisfaction
The following are KPI examples from real-life
scenarios. Using these KPIs will enefit in reducing overheads, errors, delas and costs.
usiness Process – Ke Performance Indicators
The following are KPI examples for gauging usiness process performance:
Percentage of processes where completion falls within +/- 5% of the estimated completion
Average process overdue time
Percentage of overdue processes
Average process age
Percentage of processes where the actual numer assigned resources is less than planned
numer of assigned resources
um of costs of “killed” / stopped active processes
Average time to complete task
um of deviation of time (e.g. in das) against planned schedule of all active projects
ervice Level Agreement (LA) – Ke Performance Indicators
The following are KPI examples of LA performance:
Percentage of service requests resolved within an agreed-upon/acceptale period of time
Cost of service deliver as defined in ervice Level Agreement (LA) ased on a set period such
as month or quarter
Percentage of outage (unavailailit) due to implementation of planned changes, relative to the
service hours
Average time (e.g. in hours) etween the occurrence of an incident and its resolution

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– the percentage of the time service is availaleDowntime
– the total service time = the mean time etween failure (MTF) and the mean time to
repair (MTTR)
Availailit
Numer of outstanding actions against last LA review
The deviation of the planned udget (cost) is the difference in costs etween the planned
aseline against the actual udget of the ervice Level Agreement (LA)
Percentage of correspondence replied to on time
Percentage of incoming service requests of customers have to e completel answered within x
amount of time
Numer of complaints received within the measurement period
Percentage of customer issues that were solved  the first phone call
Numer of operator activities per call – maximum possile, minimum possile, and average. (.g.
take call, log call, attempt dispatch, retr dispatch, escalate dispatch, reassign dispatch, etc.)
The numer of answered phone call per hour
Total Calling Time per Da or week.
Average queue time of incoming phone calls
Cost per minute of handle time
Numer of un-responded emails
Average after call work time (work done after call has een concluded)
Costs of operating a call centre / service desk, usuall for a specific period such as month or
quarter
Average numer of calls / service requests per emploee of call center / service desk within
measurement period
Numer of complaints received within the measurement period
ervice Qualit – Ke Performance Indicators
The following are KPI examples for gauging ervice Qualit performance:
from request to deliverCcle time
– the time to answer a callCall length
– per call centre staffVolume of calls handled
how man adNumer of escalations
– how man at riskNumer of reminders
– overall summarNumer of alerts
– customer satisfactionCustomer ratings of service
– prolemsNumer of customer complaints
– lateNumer of late tasks
fficienc – Ke Performance Indicators
The following are KPI examples indicating fficienc performance:

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Ccle time from request to deliver
Average ccle time from request to deliver
Call length
Volume of tasks per staff
Numer of staff involved
Numer of reminders
Numer of alerts
Customer ratings of service
Numer of customer complaints
Numer of process errors
Numer of human errors
Time allocated for administration, management, training
Compliance – Ke Performance Indicators
The following are KPI examples for Compliance performance:
Average time lag etween identification of external compliance issues and resolution
Frequenc (in das) of compliance reviews
udget – Ke Performance Indicators
um of deviation in mone of planned udget of projects
Index used in Ke Performance Indicators
The following indices are used in KPI as indicators:
: The user notices performance lagging within responses greater than T, ut continues the
process.
: Performance with a response time greater than F seconds is unacceptale, and users ma
aandon the process.
: The user is full productive. This represents the time value (T seconds) elow which users are
not impeded  application response time.
Tolerating
Frustrated
atisfied
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