Development and implementation of MBO and KPI systems in a bank
Kpi Development Slide
15
1 1 2 2 3 3 • PLAN TO CAPTURE ALL THE PLAN TO CAPTURE ALL THE QUALITY DEFECTS FROM QUALITY DEFECTS FROM CUSTOMER FEEDBACK CUSTOMER FEEDBACK • CHECKING CRITERIA CHECKING CRITERIA QUESTIONNAIRE QUESTIONNAIRE • FOLLOW UP THE ANY FOLLOW UP THE ANY IMPROVEMENT IMPROVEMENT • UPDATE AND REVIEW LAYERED UPDATE AND REVIEW LAYERED PROCESS AUDIT PROCESS AUDIT LAYER PROCESS AUDIT LAYER PROCESS AUDIT • IMPLEMENT IMPLEMENT QUESTIONNAIRE AS QUESTIONNAIRE AS CHECKING CRITERIA CHECKING CRITERIA + + • ANALYZE THE CFR BY ANALYZE THE CFR BY PARETO CHARTS & PARETO CHARTS & IDENTIFY THE ROOT IDENTIFY THE ROOT CAUSES CAUSES 4 Sample of Layered Process Audit Form Sample of Layered Process Audit Form
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Transcript of Kpi Development Slide
11 22
33
• PLAN TO CAPTURE ALL PLAN TO CAPTURE ALL THE QUALITY DEFECTS THE QUALITY DEFECTS FROM CUSTOMER FROM CUSTOMER FEEDBACKFEEDBACK
• CHECKING CRITERIA CHECKING CRITERIA QUESTIONNAIREQUESTIONNAIRE
• FOLLOW UP THE ANY FOLLOW UP THE ANY IMPROVEMENTIMPROVEMENT
• UPDATE AND REVIEW UPDATE AND REVIEW LAYERED PROCESS AUDITLAYERED PROCESS AUDIT
LAYER PROCESS AUDITLAYER PROCESS AUDIT
• IMPLEMENT IMPLEMENT QUESTIONNAIRE AS QUESTIONNAIRE AS CHECKING CRITERIACHECKING CRITERIA
++
• ANALYZE THE CFR BY ANALYZE THE CFR BY PARETO CHARTS & PARETO CHARTS & IDENTIFY THE ROOT IDENTIFY THE ROOT CAUSESCAUSES
44
Sample of Layered Process Audit FormSample of Layered Process Audit Form
Error Group vs Frequency for FREEZER ( 2008 )
2 2 2
1
29%
57%
86%
100%
0
1
2
3
05 - Refrigeration Circuit 50 - Mechanics 65 - Surfaces Device 40 - Electrics
Error Group
Freq
uenc
y
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Cum
ulat
ive
Per
cent
age
( % )
Frequency
Cumulative Percentage ( % )
Error Group vs Frequency for Wine Chiller ( 2008 )
3
2
1 1
3
4
29%
50%
71% 86%93%
100%
0
1
2
3
4
5
10 - RefrigerationCircuit
40 - Electrics 45 - Electronics 60 - Noise 50 - Mechanics 65 - Surfaces Device
Error Group
Freq
uenc
y
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Cum
ulat
ive
Per
cent
age
( % )Frequancy
Cumulative Percentage ( % )
Error Group vs Frequency for DISPLAY CHILLER ( 2008 )
25
5 4
1
71%
86%
97%100%
0
5
10
15
20
25
30
50 - Mechanics 40 - Electrics 60 - Noise 65 - Surfaces Device
Error Group
Freq
uenc
y
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Cum
ulat
ive
Perc
enta
ge (
% )
Frequency
Cumulative Percentage ( % )
Customer Complaints by YEAR 2008
13
38
7 75 5 4
100%95%
89%82%
73%65%
48%
0
5
10
15
20
25
30
35
40
50 - Mechanics 40 - Electrics 45 - Electronics 60 - Noise 05 -Refrigeration
Circuit
10 -Refrigeration
Circuit
65 - SurfacesDevice
Error Group
Freq
uanc
y
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Cum
ulat
ive
perc
enta
ge (
% )
Frequancy
Cumulative Percentage ( % )
Error Group vs Frequency for FREEZER ( 2009 )
3
1
75%
100%
0
1
2
3
4
05 - Refrigeration Circuit (Leakage) 50 - Mechanics
Error Group
Freq
uenc
y
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Cum
ulat
ive
P
erce
ntag
e ( %
)
Frequency
Cumulative Percentage
Error Group vs Frequency for DISPLAY CHILLER ( 2009 )
67%
0
1
2
3
40 - Electrics
Error Group
Freq
uenc
y
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Cum
ulat
ive
Per
cent
age
( % )
Frequency
Cumulative Percentage ( % )
Customer Complaints by YEAR 2009
36%
55%
73%
91%
100%
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
Error Group
Freq
uenc
y
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Cum
ulat
ive
perc
enta
ge (
% )
Frequency
Cumulative Percentage ( % )
PRODUCT QUALITY DEFECTS FREEZER 2008
2
40%
0
1
2
3
292-Material leaky
ERROR TYPE
FREQ
UEN
CY
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
CU
MU
LATI
VE P
ERC
ENTA
GE
(%)
FREQUENCY
CUMULATIVE PERCENTAGE ( % )
PRODUCT QUALITY DEFECTS WINE CHILLER 2008
2 2
100%
50%
0
1
2
3
2-Leaky 1-Soldering seam leaky
ERROR TYPE
FRE
QU
EN
CY
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
CU
MU
LATI
VE
PE
RC
EN
TAG
E
( %)
FREQUENCY
CUMULATIVE PERCENTAGE ( % )
PRODUCT QUALITY DEFECTS DISPLAY CHILLER 2008
18
4
1 1 1
88%92%
96% 100%
72%
0
2
4
6
8
10
12
14
16
18
20
61-Jammed 39-Regulation fault (toow arm/too cold)
33-Wrong display 66-Running noise 999-Type of error notclassif iable
ERROR TYPE
FRE
QU
EN
CY
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
CU
MU
LATI
VE
PE
RC
EN
TAG
E (%
)
FREQUENCY
CUMULATIVE PERCENTAGE ( % )
PRODUCT QUALITY DEFECTS FREEZER 2009
1 1
100%
50%
0
1
2
999-Type of error not classifiable 292-Material leaky
ERROR TYPE
FRE
QU
EN
CY
0%
20%
40%
60%
80%
100%
120%
CU
MU
LATI
VE
PE
RC
EN
TAG
E (
% )
FREQUENCY
CUMULATIVE PERCENTAGE ( % )
PRODUCT QUALITY DEFECTS WINE CHILLER 2009
2
100%
0
1
2
3
999-Type of error not classifiable
ERROR TYPE
FR
EQ
UE
NC
Y
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
CU
MU
LA
TIV
E P
ER
CE
NT
AG
E (
% )
FREQUENCY
CUMULATIVE PERCENTAGE ( % )
PRODUCT QUALITY DEFECTS DISPLAY CHILLER 2009
1 1
100%
50%
0
1
2
31-Outside tolerance (feelers, etc.) 34-Short circuit
ERROR TYPE
FR
EQ
UE
NC
Y
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
CU
MU
LA
TIV
E P
ER
CE
NT
AG
E (
% )
FREQUENCY
CUMULATIVE PERCENTAGE ( % )
