Page 26 - FRONTLINERS RETAIL KUALA TERENGGANU - JANUARI 2019

SUMMARY KPI KEDAI TENAGA KUALA TERENGGANU FY2019

KPI Target SUB-KPI Jan-19

Rating Target CSI
2018
1. CSI (Kedai Tenaga) BT: 7.6 i. CSI score (KT) CSI KT: 9.1
ET: 8.1

i. Complaint N/A
Rating Target
2. Complaint (ZCOM)
BT: << 84%
& Service Request (ZSRQ)
ET: >> 95% ii. Service
100%
Request

Rating Target i. Project
3. Staff Competency BT: 70% Presentation/WI IN
PROGRESS
ET: 90% T

Rating Target
4. Lost Time Injury Frequency BT: 1 i. Potential
13
(LTIF) ET: 0 Incident
PI recorded : min 6/year/staff

i. Audit
Rating Target - state
5. Audit Compliance BT: >> 10 NCR Compliance N/A
(SIRIM/GIA/CM
ET: << 3 NCR
D/PDPA)

Rating Target Monthly 94.01%
BT << 90% code 02 – successful
from total refund 2019
6. Refund
ET: UMT >> 95% code 02 –
successful from total refund 2019
Data report T-Code: zfi_outpay Accumulative 82.62%

Rating Target
BT: << 4.6% CES Score 4.99
7. Customer Experience ET: >> 4.9%
Survey (CES) & Mystery
Shopper Rating Target
BT: << 80% Survey Rating % 84.13%
ET: >> 90%

Sumber dari : Laporan Eksekutif Retail Kuala Terengganu – ‘Ainnul Marwani Binti Muktar