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Some of the best in class performance metrics extracted from Abe Aberdeen Group,June 2008:- Operational Metrics Measurable Values(KPA) Measured As(KPI) Customer satisfaction index Percentage improvement in customer satisfaction Issue resolution speed Resolution accuracy in past 12 months Percentage improvement or decline (-50% to >50% in increments of 10%) Customer retention Rating of customer [...] Whether you are using dashboard,scorecards (balanced scorecard,etc),business intelligence tools or query tool reporting,there is an urgent need for management to understand the importance to identify,define,track,and act upon operational key performance metrics / indicators. [ Earlier article on kpa &kpi has shown to management the importance of creating,[...] For those professionals like accountants,It experts and others who would like to pursue or establish outsourcing business,take note of the advice from Outsourcing Malaysia chairman David Wong According to David Wong: Our local outsourcing sector could be worth more than US$5 billion (RM17.55 billion) in 10 years if local firms can win bigger [...] The following articles are covered under this heading: Shared Service Centre-Concepts,Advantages &Characteristics (Part A) Shared Service Centre-Service Level Agreement (Part B) Shared Service Centre-Type/Structure of Shared Service Centre Comprehensive list of Examples Of Management Services Shared Service Centre-Survey/Type of Services &Reasons for Selection of Site and Key Success Factors. NEWS: Factors Influencing [...] The following articles are covered under this heading: Outsourcing-Introduction &The Advantages of Disadvantages and Key Factors to Consider Outsourcing The Accounting Function (Part1) Outsourcing The Internal Audit Function/Department (Part 2) Outsourcing- The Establishment of Controls Points When Outsourcing Part Or All Of The Finance Function ( Part 3) Outsourcing-Performance Metric To Be Established When [...] |  FCCA,CA(MIA)with more than 26 years of post-qualifying working experiences. Previous working stints with one of the big accounting four,Regional GFC & Group Treasurer in a group of Malaysian and Group CFO in Singapore public listed concern.Also author to another very popular free educational accounting cum finance blog:http://basiccollegeaccounting.com under the branding of College Accounting Coach. | |||||
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