| Balanced Scorecard Dashboard | |||||||||||||
| Perspective | Key Performance Indicator | Jan | Feb | Mar | Apr | May | Jun | Jul | Aug | Sep | Oct | Nov | Dec |
| Staff Monthly | |||||||||||||
| Absenteeism % | 9.1% | 10.2% | 7.9% | 6.2% | 6.7% | 6.0% | 4.7% | 4.9% | 3.9% | 3.9% | 3.5% | 0.4% | |
| Annual Leave % | 9.1% | 4.3% | 8.5% | 11.7% | 6.1% | 6.1% | 12.1% | 11.3% | 12.4% | 9.4% | 11.0% | 14.9% | |
| Additional Hours % (Paid & Unpaid) | 21.5% | 13.1% | 2.2% | 16.6% | 9.6% | 0.0% | 18.0% | 7.2% | 19.0% | 1.3% | 6.2% | 0.0% | |
| Attrition % | 26.9% | 13.4% | 0.0% | 10.3% | 5.7% | 7.3% | 6.3% | 6.8% | 7.2% | 0.0% | 0.0% | 12.7% | |
| Development - Training % | 0.7% | 1.1% | 0.8% | 1.1% | 1.2% | 1.4% | 1.6% | 2.2% | 2.0% | 2.4% | 2.4% | 2.7% | |
| Development - Team Briefings % | 0.7% | 1.1% | 0.8% | 1.1% | 1.2% | 1.4% | 1.6% | 2.2% | 2.0% | 2.4% | 2.4% | 2.4% | |
| Employee Satisfaction- Increase/(Decrease) | -20.0% | -19.0% | -10.0% | 10.0% | 20.0% | 25.0% | 30.0% | 35.0% | 40.0% | 5.0% | 45.0% | 50.0% | |
| Operations Monthly | |||||||||||||
| Number of Offers per FTE | 22 | 97 | 101 | 106 | 110 | 115 | 120 | 124 | 129 | 133 | 138 | 257 | |
| Number of Leavers per FTE | 7 | 7 | 8 | 8 | 8 | 9 | 9 | 9 | 10 | 10 | 10 | 11 | |
| % of Hours lost through IT down-time | 3.5% | 3.4% | 3.0% | 2.6% | 2.5% | 2.2% | 2.0% | 2.5% | 2.0% | 1.5% | 1.3% | 0 | |
| Indirect Hours as % of Total Hours | 45.4% | 38.9% | 38.1% | 44.7% | 34.8% | 34.2% | 44.2% | 46.7% | 44.7% | 41.2% | 43.0% | 41.5% | |
| Ratio of Team Members to Leaders | 4.8 | 4.6 | 4.6 | 4.8 | 5.6 | 5.5 | 4.9 | 4.5 | 4.1 | 4.1 | 4.1 | 4.6 | |
| Rework Customer % | 4.9% | 5.5% | 5.6% | 5.0% | 5.9% | 6.0% | 5.0% | 3.0% | 3.6% | 4.2% | 3.7% | 2.3% | |
| Rework Internal Shared Service Centre% | 6.2% | 6.9% | 7.0% | 6.2% | 7.4% | 7.4% | 6.3% | 3.0% | 4.1% | 4.2% | 4.0% | 1.1% | |
| Customer Monthly | |||||||||||||
| Timeliness - within SLA (inc Customer) | 80.0% | 82.0% | 86.0% | 88.0% | 90.0% | 92.0% | 94.0% | 95.0% | 96.0% | 98.0% | 97.0% | 97.0% | |
| Timeliness - within SLA (Internal only) | 92.0% | 91.0% | 93.0% | 94.0% | 95.0% | 96.0% | 97.0% | 98.0% | 98.0% | 99.0% | 99.0% | 99.0% | |
| Accuracy - (inc Customer Performance) | 82.0% | 82.0% | 86.0% | 88.0% | 90.0% | 92.0% | 94.0% | 95.0% | 96.0% | 97.0% | 97.0% | 97.0% | |
| Accuracy - (Internal only) | 85.0% | 91.0% | 93.0% | 94.0% | 95.0% | 96.0% | 97.0% | 98.0% | 98.0% | 98.0% | 99.0% | 99.0% | |
| Sigma Values - (inc Customer Performance) | 2.50 | 2.60 | 2.80 | 2.90 | 3.00 | 3.30 | 3.60 | 3.80 | 4.00 | 4.00 | 4.20 | 4.40 | |
| Sigma Values - (Internal only Performance) | 3.00 | 3.10 | 3.30 | 3.40 | 3.60 | 3.80 | 4.00 | 4.10 | 4.30 | ||||