Customer Service Executive Performance Score Card: March - December , 2015

Name Haslinda Binti Abdullah Nick Name

Target
No. Key Performance Indicator (KPI) Dead-line

1 Customer Complaint (major)

Daily
2 Customer Complaint (minor)
Daily
3 Attend to daily enquiries Daily
4 Enquiry daily report Daily
Divert Call
Hotline (divert & cancel)
5 Hotline daily report & random check Daily
report (Indonesia)

6 Soft issues: Cooperation

Initiative

strength
weaknesses

Soft issue:

Departments Complain
1. Laboratory
2. Finance & Admin
3. Sales
4. HR
5. Marketing Department
6. Customer

Soft Issue

Customer Complaint/NCR -20

Activity/Initiative +8

Days

solve within 3 working

1. Customer Complaint (major)
days
>4
>5
>6
 solve within 1 working
2. Customer Complaint (minor)
day
>2
>3

3. Attend to daily enquiries Daily by 1st call

4. Enquiry Daily Reports Daily

2nd day
>2nd day

5. Divert Call
Hotline (divert & cancel)
Hotline daily report & random check Daily
report (Indonesia)

missed once
e Score Card: March - December , 2015 Joined date: 16 February 2015

Haslinda

Target M
Ach. % Feb March April May June
% % % %
Solve the issues within 3
20 10 10 15 15
working days
Solve the issues within 1
20 15 15 20 20
working day
1st call 15 15 15 15 15
15 10 15 15 15

10 10 10 10 10

20 17 17 17 17

100 NA 77 82 92 92

63/75X20=16.80
Deduction =
Initiative =

Per Customer
Per issue Assist other Department

Point Submit To

20 Sutha
15
10
0
20 Sutha
15
0

15

15 Sutha
10
0

10 Sutha

0
 Month
July August September October November December
% % % % % %
20 15 15 20 15 20

20 20 20 20 20 20
15 15 15 15 15 15
15 15 15 15 15 15

10 10 10 10 10 10

17 17 17 17 17 17