CSM States Current Performance & Ranking

Prepared by: CSSO

TM Retail

Prepared by: CSSO

TM Retail

Contents

CSM States Performance Ranking

Overall Performance for DEL:

Service Fulfillment

Service Assurance

Overall Performance for Broadband:

Service Fulfillment

Service Assurance

Streamyx Technical Complaint Handling

Overall Performance for Billing Complaint:

DEL

Broadband

Overall Performance of Service Fulfillment DQ

Overall Performance of Service Fulfillment IPVPN

Overall Performance of Service Assurance DQ & IPVPN

CRC Reports

Appendix

Prepared by: CSSO

TM Retail

CSM States Performance & Ranking for MAY ’09

Note:

a) Starting May ’09, Service Fulfillment and Assurance target has been revised as below:

1. Service Fulfillment Broadband – 60% within 3 Calendar Days

2. Service Assurance DEL – 95% within 24 hours

3. Service Assurance Broadband – 60% within 24 hours

b) Calculation Ranking Result = SF DEL + SF BB + SA DEL + SA BB + Tech Comp Streamyx + BC DEL

c) BB billing complaint was not included in the ranking result, as it will be done by HQ.

d) With the implementation of PIP 2.0 WS 4.3 Strengthening Execution Capacity - Streamyx Restoration Phase 1 Rollout in KL, CSSO KL should not receive

any SR related to Streamyx Tech. Complaint. Therefore, CSSO KL is not measured for Streamyx Technical Complaint Handling.

Prepared by: CSSO

TM Retail

CSM States Performance & Ranking for Apr & May ‘09

Prepared by: CSSO

TM Retail

Overall Performance for Service Fulfillment

DEL Without ExclusionTarget : 50% < 48 hours

Overall Performance YTD ‘09: 42.51%

Below Target

Target : 50% < 48 hours


Below Target

Source of data: PAMSERVER

Variance Rating Colour Code

Meet Target Positive Variance

3 G

Partially Meets –5% to 0% Variance

2 Y

Fail to Meet Below – 5% Variance

1 R

Yearly Measure W

Not Started/Data Not Available

NA

TOP 3 YTD ‘09 SERVICE FULFILLMENT:

1) MELAKA –54.50%

2) SARAWAK – 52.91%

3) KUALA LUMPUR – 48.33%


1) MELAKA –54.50%

2) SARAWAK – 52.91%

3) KUALA LUMPUR – 48.33%

BOTTOM 3 YTD ‘09 SERVICE FULFILLMENT:

1) KELANTAN – 26.09%

2) TERENGGANU – 35.97%

3) SABAH – 37.48%




3) SABAH – 37.48%

Prepared by: CSSO

TM Retail

May ‘09 Performance for Service Fulfillment

DEL Without ExclusionTarget : 50% < 48 hours

Overall Performance MAY ‘09: 44.93%

Below Target



Below Target

BOTTOM 3 MAY ’09 SERVICE FULFILLMENT:


2) SABAH – 35.17%

3) PENANG – 38.53%



2) SABAH – 35.17%

3) PENANG – 38.53%

TOP 3 MAY ’09 SERVICE FULFILLMENT:

1) SARAWAK – 61.98%

2) MELAKA – 59.25%

3) N SEMBILAN – 54.28%


1) SARAWAK – 61.98%

2) MELAKA – 59.25%



Prepared by: CSSO

TM Retail

Overall Performance for Service Assurance

DEL Without Exclusion (..till job done (create)Target : 95% < 24 hours


Above Target



Above Target


BOTTOM 3 YTD ‘09 SERVICE ASSURANCE:



3) PENANG – 87.10%




3) PENANG – 87.10%

TOP 3 YTD ‘09 SERVICE ASSURANCE:

1) N SEMBILAN – 98. 39%

2) SARAWAK – 97.21%

3) KEDAH/PERLIS – 96.84%


1) N SEMBILAN – 98. 39%

2) SARAWAK – 97.21%


Note:

Starting May ’09, Service Assurance DEL target has been revised to 95% within 24 hours

Prepared by: CSSO

TM Retail

May ‘09 Performance for Service Assurance

DEL Without Exclusion (..till job done (create)Target : 95% < 24 hours


Above Target



Above Target

BOTTOM 3 MAY ’09 SERVICE ASSURANCE:



3) PENANG – 86.78%




3) PENANG – 86.78%

TOP 3 MAY ’09 SERVICE ASSURANCE:


2) MELAKA – 98.82%




2) MELAKA – 98.82%



Note:


Prepared by: CSSO

TM Retail

Overall Performance for Service Fulfillment

Broadband Without ExclusionTarget : 60% < 72 hours


Above Target



Above Target



1) PENANG – 85.57%

2) PERAK – 81.57%

3) MELAKA – 81.42%


1) PENANG – 85.57%

2) PERAK – 81.57%

3) MELAKA – 81.42%


1) PAHANG – 73.30%

2) NEGERI SEMBILAN – 73.59%

3) JOHOR – 77.75%


1) PAHANG – 73.30%

2) NEGERI SEMBILAN – 73.59%

3) JOHOR – 77.75%

Note:

Starting May ’09, Service Fulfillment BB target has been revised to 60% within 72 hours

Prepared by: CSSO

TM Retail

May ‘09 Performance for Service Fulfillment



Above Target



Above Target


1) PAHANG – 69.24%




1) PAHANG – 69.24%




1) PENANG – 91.14%

2) SELANGOR – 86.04%



1) PENANG – 91.14%

2) SELANGOR – 86.04%



Note:

Starting May ’09, Service Fulfillment BB target has been revised to 60% within 72 hours

Prepared by: CSSO

TM Retail




Below Target



Below Target





3) MELAKA – 42.15%




3) MELAKA – 42.15%


1) PENANG – 76.41%

2) JOHOR – 72.46%

3) MSC – 67.75%


1) PENANG – 76.41%

2) JOHOR – 72.46%

3) MSC – 67.75%

Note:

Starting May ’09, Service Assurance BB target has been revised to 60% within 24 hours

Prepared by: CSSO

TM Retail

May ‘09 Performance for Service Assurance

Broadband Without Exclusion



2) PERAK – 31.72%




2) PERAK – 31.72%



1) PENANG – 74.93%

2) JOHOR – 68.73%

3) SABAH – 67.81%


1) PENANG – 74.93%

2) JOHOR – 68.73%

3) SABAH – 67.81%



Below Target



Below Target


Note:

Starting May ’09, Service Assurance BB target has been revised to 60% within 24 hours

Prepared by: CSSO

TM Retail

Overall Performance for Technical Complaint Handling

StreamyxTarget : 90% < 4 Days


Below Target

Target : 90% < 4 Days


Below Target

Source of data: iCARE










1) MSC – 96.00%

2) JOHOR – 95.00%

3) PERAK – 95.00%


1) MSC – 96.00%

2) JOHOR – 95.00%

3) PERAK – 95.00%

Note:

With the implementation of PIP 2.0 WS 4.3 Strengthening Execution Capacity - Streamyx Restoration Phase 1 Rollout in KL, CSSO KL should not receive


Prepared by: CSSO

TM Retail

May ‘09 Performance for Technical Complaint handling

Streamyx




3) PENANG – 57.00%




3) PENANG – 57.00%


1) PERAK – 97.00%

2) SARAWAK – 97.00%

3) MSC – 96.00%


1) PERAK – 97.00%

2) SARAWAK – 97.00%

3) MSC – 96.00%



Below Target



Below Target

Source of data: iCARE

Note:

With the implementation of PIP 2.0 WS 4.3 Strengthening Execution Capacity - Streamyx Restoration Phase 1 Rollout in KL, CSSO KL should not receive


Prepared by: CSSO

TM Retail

Overall Performance for Complaint Resolution for DEL Billing Complaint

Target : 90% < 15th Business Days


Above Target



Above Target

BOTTOM 3 YTD ’09 BILLING COMPLAINT:

1) SARAWAK – 89.05%

2) SABAH – 90.35%



1) SARAWAK – 89.05%

2) SABAH – 90.35%


TOP 3 YTD ’09 BILLING COMPLAINT:

1) PERAK – 99.47%

2) JOHOR – 98.24%

3) PAHANG – 98.98%


1) PERAK – 99.47%

2) JOHOR – 98.24%

3) PAHANG – 98.98%

Source of data: SMART

Prepared by: CSSO

TM Retail

Apr ‘09 Performance for Complaint Resolution DELBilling Complaint – 15th Business Days

BOTTOM 3 APR ‘09 BILLING COMPLAINT :

1) SARAWAK – 76.39%

2) SABAH – 88.74%



1) SARAWAK – 76.39%

2) SABAH – 88.74%


TOP 3 APR ‘09 BILLING COMPLAINT:

1) KEDAH/PERLIS – 100%

2) PERAK – 100%

3) JOHOR – 99.79%


1) KEDAH/PERLIS – 100%

2) PERAK – 100%

3) JOHOR – 99.79%


Overall Performance APR ‘09: 95.95%

Above Target



Above Target

Source of data: SMART

Prepared by: CSSO

TM Retail

Overall Performance for Complaint Resolution BroadbandBilling Complaint – 15th Business Days



Above Target



Above Target


1) MSC – 85.00%


3) MELAKA – 91.17%


1) MSC – 85.00%


3) MELAKA – 91.17%




3) PENANG – 95.43%




3) PENANG – 95.43%

Source of data: iCoMS & iCARE

Prepared by: CSSO

TM Retail

May ‘09 Performance for Complaint Resolution BroadbandBilling Complaint – 15th Business Days


1) MSC – 83.33%

2) MELAKA – 87.32%



1) MSC – 83.33%

2) MELAKA – 87.32%



1) KELANTAN – 100.00%


3) SARAWAK – 98.75%


1) KELANTAN – 100.00%


3) SARAWAK – 98.75%



Above Target



Above Target

Source of data: iCoMS & iCARE

Prepared by: CSSO

TM Retail

Overall Performance for Service Fulfillment DQ Without Exclusion

Target : 90% within RFS

Overall performance: 99.33%

Above Target



Above Target

Source of data: SFCO, CSO

Fulfillment Jan Feb Mar YTD

IPVPN 100% 100% 98% 99.33%

Prepared by: CSSO

TM Retail

Overall Performance for Service Fulfillment IPVPN Without Exclusion



Above Target



Above Target

Source of data: SFCO, CSO

Fulfillment Jan Feb Mar YTD

IPVPN 49% 36% 58% 47.67%

Prepared by: CSSO

TM Retail

Overall Performance for Service Assurance- per State May ‘09

Source of data: CSOC

TOTAL TR

TR < 4hrs % RankTOTAL

TRTR < 4hrs

% RankTOTAL

TRTR < 4hrs % Rank

TOTAL TR

TR < 4hrs % Rank

JOHOR 263 161 61.22% 57 41 71.93% 3 592 422 71.28% 2 42 23 54.76% 14KEDAH/PERLIS 158 99 62.66% 43 26 60.47% 377 182 48.28% 13 21 4 19.05%KELANTAN 29 21 72.41% 1 8 5 62.50% 109 45 41.28% 14 3 0 0.00% 14MELAKA 75 45 60.00% 21 10 47.62% 12 114 58 50.88% 12 8 66.67% 1NEGERI SEMBILAN 82 46 56.10% 38 32 84.21% 1 170 114 67.06% 9 5 55.56% 2PAHANG 95 52 54.74% 12 16 6 37.50% 14 153 76 49.67% 12 11 1 9.09% 12PERAK 161 90 55.90% 68 39 57.35% 220 119 54.09% 20 1 5.00% 13PULAU PINANG 215 110 51.16% 14 30 14 46.67% 13 261 136 52.11% 10 4 40.00%SABAH / LABUAN 198 115 58.08% 64 43 67.19% 354 217 61.30% 53 23 43.40%SARAWAK 162 103 63.58% 2 74 55 74.32% 2 251 184 73.31% 1 18 8 44.44%SELANGOR 445 229 51.46% 13 88 51 57.95% 644 368 57.14% 94 20 21.28%TERENGGANU 55 36 65.45% 3 17 9 52.94% 95 53 55.79% 8 2 25.00%

W. PERSEKUTUAN 317 179 56.47% 45 28 62.22% 236 164 69.49% 3 49 19 38.78%MSC 104 57 54.81% 10 6 60.00% 93 51 54.84% 8 4 50.00%G/Total 2359 1343 56.93% 579 365 63.04% 3669 2189 59.66% 358 122 34.08%

StateDQ (Normal) COINS IPVPN DA

Prepared by: CSSO

TM Retail


DQ Without Exclusion

Source of data: RNOC



Above Target



Above Target

Jan Feb Mar Apr May YTD

66.74% 68.39% 67.86% 61.39% 57.03% 64.28%DQ

Prepared by: CSSO

TM Retail

Overall Performance for Service Assurance IPVPN Without Exclusion

Source of data: CSOC



Above Target



Above Target

Jan Feb Mar Apr May YTD

72.54% 68.43% 57.66% 62.52% 61.37% 64.50%

IPVPN

Prepared by: CSSO

TM Retail

Overall Performance for Repeated fault for :

DQ & IPVPN

Target : Reduced by 20%

Mar’09 performance for:

DQ = 23% (Above target)

COINS/IPVPN = -94% (Below target)

Target : Reduced by 20%

Mar’09 performance for:

DQ = 23% (Above target)

COINS/IPVPN = -94% (Below target)

Source of data: RNOC

No of RR

%%

reducNo of

RR% % reduc

No of RR

% % reduc

2223 555 24.97% 1840 383 20.82% 16.63% 1877 363 19.34% 23%4460 480 10.76% 3979 429 10.78% -0.18% 5651 1179 20.86% -94%

TOTAL TRTOTAL

TR

DQ (Normal)

COINS/IPVPN

TOTAL TR

JAN FEBRR RR

MARRR

Prepared by: CSSO

TM Retail

Summary – CRC Performance(Overall)

Summary – CRC Performance(Overall)

Prepared by: CSSO

TM Retail

MONTHLY PPR ACCOUNTS

MONTHLY PPR ACCOUNTS BY STATES- YTD 2009

Prepared by: CSSO

TM Retail

SAVED PPR

MONTHLY PPR DISTRIBUTION STATUS

STATE MONTHLY ACHIEVEMENT

Target : 30%

May 09 Achievement: 9.22%

below target

Target : 30%

May 09 Achievement: 9.22%

below target

* Variance = ( Achievement – Target) / Target

Prepared by: CSSO

TM Retail

SAVED PPR

MAY 2009 PPR DISTRIBUTION BY STATES

Prepared by: CSSO

TM Retail

PPR COLLECTION

YTD MAY 2009 - DETAIL PPR COLLECTION BY STATE

Target : 30%

YTD May 09 Achievement: 35.39%

Target : 30%

YTD May 09 Achievement: 35.39%

Notes: YTD May 09 Coll Performance = Collection Amt YTD Dec08-May09 / Current O/S YTD Dec08-May09

Prepared by: CSSO

TM Retail

Prepared by: CSSO

TM Retail

DEL Fulfillment Overall Performance (Without Exclusion)

NI Performance for January until December 2009

0

5,000

10,000

15,000

20,000

25,000

30,000

35,000

Month

Val

ue

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

Per

cent

age

TOTAL ORDER 26,898 27,000 30,426 29,666 26330

ORDER WITHIN 48 HOUR 10,285 11,321 12,361 13,848 11831

% ORDER WITHIN 48 HOUR 38.24% 41.93% 40.63% 46.68% 44.93%

Target 50.00% 50.00% 50.00% 50.00% 50.00% 50.00% 50.00% 50.00% 50.00% 50.00% 50.00% 50.00%

Jan Feb Mar Apr May Jun July Aug Sep Oct Nov Dec

Target Fulfillment DEL: 50% < 48hours

Overall CSO for:• MAY = 44.93%• YTD MAY = 42.51%

(Below Target)

Prepared by: CSSO

TM Retail

DEL Fulfillment Without Exclusion May 2009

0

1,000

2,000

3,000

4,000

5,000

6,000

7,000

8,000

9,000

State

Val

ue

0%

10%

20%

30%

40%

50%

60%

70%

80%

Per

cent

age

Total Order 2,168 1,747 8,257 2,973 1,936 912 849 1,157 2,043 509 587 656 1,231 1,305

Order Within 48 hours 1,025 936 3,488 1,364 746 495 503 487 888 173 246 258 763 459

% Order Within 48 hours 47.28% 53.58% 42.24% 45.88% 38.53% 54.28% 59.25% 42.09% 43.47% 33.99% 41.91% 39.33% 61.98% 35.17%

Target 50.00% 50.00% 50.00% 50.00% 50.00% 50.00% 50.00% 50.00% 50.00% 50.00% 50.00% 50.00% 50.00% 50.00%

KL MSC SG JH PP NS MK KP PK KN TG PH SW SH

1

3

2

DEL Fulfillment Without Exclusion < 48 HoursPerformance by CSM States

Top 3 States:

1) Sarawak – 61.98%

2) Melaka – 59.25%

3) N Sembilan – 54.28%

Bottom 3 States:

1) Kelantan – 33.99%

2) Sabah – 35.17%

3) Penang – 38.53%

Prepared by: CSSO

TM Retail

Reason Code for DEL Fulfillment >48 Hours

Note:

Highest contributor due to TM –68.21% (Kedah/Perlis) , Customer –57.41% (Selangor) and No Reason – 56.25% (Kelantan)

Due Reason for DEL Fulfillment More Than 48 Hour May 2009

0

500

1,000

1,500

2,000

2,500

3,000

Val

ue

0%

10%

20%

30%

40%

50%

60%

70%

80%

Per

cen

tag

e

TM 631 406 1016 463 742 110 117 457 654 75 175 87 278 572

Customer 325 245 2738 611 304 216 103 137 354 72 55 169 56 221

No Reason 187 160 1015 535 144 91 126 76 147 189 111 142 134 53

% TM 55.21% 50.06% 21.30% 28.78% 62.35% 26.38% 33.82% 68.21% 56.62% 22.32% 51.32% 21.86% 59.40% 67.61%

% Customer 28.43% 30.21% 57.41% 37.97% 25.55% 51.80% 29.77% 20.45% 30.65% 21.43% 16.13% 42.46% 11.97% 26.12%

% No Reason 16.36% 19.73% 21.28% 33.25% 12.10% 21.82% 36.42% 11.34% 12.73% 56.25% 32.55% 35.68% 28.63% 6.26%


DEL Fulfillment Without Exclusion > 48 HoursDue Reason

Prepared by: CSSO

TM Retail

TR Performance January until December 2009

0

20,000

40,000

60,000

80,000

100,000

120,000

140,000

160,000

180,000

Val

ue

82%

84%

86%

88%

90%

92%

94%

96%

Per

cen

tag

e

Total TR = TR+RR 134,196 129,105 167,064 164,057 136896

Within 24 hour 123,460 122,980 156,976 142,578 128525

% Within 24 hour 92.00% 95.26% 93.96% 86.91% 93.89%

Target 95.00% 95.00% 95.00% 95.00% 95.00% 95.00% 95.00% 95.00% 95.00% 95.00% 95.00% 95.00%

Jan Feb Mac Apr May June July Aug Sept Oct Nov Dec

DEL Assurance Overall Performance (Without Exclusion)(TR create until job done)

Target Assurance DEL: 95% <24hours

Overall CSO for:• MAY = 93.89%• (Above Target)

Note:


Prepared by: CSSO

TM Retail

DEL Assurance Without Exclusion <24 Hours Performance by CSM States (TR create until job done)

Top 3 States:


2) MELAKA – 98.82%


Bottom 3 States:



3) PENANG – 86.78%

Note:


Prepared by: CSSO

TM Retail

Note:

Highest contributor due to Customer – 50.15% (Johor) , 3rd party – 83.13% (Pahang) and TM – 47.86% (Selangor)

Reason Code for DEL Assurance May 2009

0

200

400

600

800

1,000

1,200

1,400

Val

ue

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

Per

cen

tag

e

Customer 186 47 567 134 454 5 13 11 122 261 126 19 84 69

TM 104 61 1152 25 400 5 12 53 346 193 358 28 12 76

3rd Party 83 68 688 108 661 14 22 47 160 704 494 216 94 89

% Customer 49.87% 26.70% 23.56% 50.19% 29.97% 20.83% 27.66% 9.91% 19.43% 22.54% 12.88% 7.22% 44.21% 29.49%

% TM 27.88% 34.66% 47.86% 9.36% 26.40% 20.83% 25.53% 47.75% 55.10% 16.67% 36.61% 10.65% 6.32% 32.48%

% 3rd Party 22.25% 38.64% 28.58% 40.45% 43.63% 58.33% 46.81% 42.34% 25.48% 60.79% 50.51% 82.13% 49.47% 38.03%


DEL Assurance Without Exclusion > 24 HoursReason Code

Note:


Prepared by: CSSO

TM Retail

CSM States Current Performance & Ranking

Documents

Transcript of CSM States Current Performance & Ranking