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CSM States Current Performance & Ranking

CSM States Current Performance & Ranking. May 2009. 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

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CSM States Current Performance & Ranking

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  1. CSM States Current Performance & Ranking May 2009

  2. 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

  3. 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.

  4. CSM States Performance & Ranking for Apr & May ‘09 Apr'09 May'09

  5. Overall Performance for Service Fulfillment DEL Without Exclusion Target : 50% < 48 hours Overall Performance YTD ‘09: 42.51% Below Target TOP 3 YTD ‘09 SERVICE FULFILLMENT: 1) MELAKA –54.50% 2) SARAWAK – 52.91% 3) KUALA LUMPUR – 48.33% • BOTTOM 3 YTD ‘09 SERVICE FULFILLMENT: • KELANTAN – 26.09% • TERENGGANU – 35.97% • 3) SABAH – 37.48% Source of data: PAMSERVER

  6. May ‘09 Performance for Service Fulfillment DEL Without Exclusion Target : 50% < 48 hours Overall Performance MAY ‘09: 44.93% Below Target TOP 3 MAY ’09 SERVICE FULFILLMENT: 1) SARAWAK – 61.98% 2) MELAKA – 59.25% 3) N SEMBILAN – 54.28% BOTTOM 3 MAY ’09 SERVICE FULFILLMENT: 1) KELANTAN – 33.99% 2) SABAH – 35.17% 3) PENANG – 38.53% Source of data: PAMSERVER

  7. Overall Performance for Service Assurance DEL Without Exclusion (..till job done (create) Target : 95% < 24 hours Overall Performance YTD ‘09: 92.23% Above Target TOP 3 YTD ‘09 SERVICE ASSURANCE: 1) N SEMBILAN – 98. 39% 2) SARAWAK – 97.21% 3) KEDAH/PERLIS – 96.84% • BOTTOM 3 YTD ‘09 SERVICE ASSURANCE: • KELANTAN – 69.40% • TERENGGANU – 84.46% • PENANG – 87.10% Note: Starting May ’09, Service Assurance DEL target has been revised to 95% within 24 hours Source of data: PAMSERVER

  8. May ‘09 Performance for Service Assurance DEL Without Exclusion (..till job done (create) Target : 95% < 24 hours Overall Performance MAY ‘09: 93.89% Above Target TOP 3 MAY ’09 SERVICE ASSURANCE: 1) N SEMBILAN – 99.60% 2) MELAKA – 98.82% 3) KEDAH/PERLIS – 98.65% BOTTOM 3 MAY ’09 SERVICE ASSURANCE: 1) KELANTAN – 73.16% 2) TERENGGANU – 79.55% 3) PENANG – 86.78% Note: Starting May ’09, Service Assurance DEL target has been revised to 95% within 24 hours Source of data: PAMSERVER

  9. Overall Performance for Service Fulfillment Broadband Without Exclusion Target : 60% < 72 hours Overall Performance YTD ‘09: 79.93% Above Target TOP 3 YTD ‘09 SERVICE FULFILLMENT: 1) PENANG – 85.57% 2) PERAK – 81.57% 3) MELAKA – 81.42% • BOTTOM 3 YTD ‘09 SERVICE FULFILLMENT: • PAHANG – 73.30% • NEGERI SEMBILAN – 73.59% • 3) JOHOR – 77.75% Note: Starting May ’09, Service Fulfillment BB target has been revised to 60% within 72 hours Source of data: PAMSERVER

  10. May ‘09 Performance for Service Fulfillment Broadband Without Exclusion Target : 60% < 72 hours Overall Performance MAY ‘09: 82.02% Above Target TOP 3 MAY ’09 SERVICE FULFILLMENT: 1) PENANG – 91.14% 2) SELANGOR – 86.04% 3) KEDAH/PERLIS – 82.90% BOTTOM 3 MAY ’09 SERVICE FULFILLMENT: 1) PAHANG – 69.24% 2) N SEMBILAN – 70.78% 3) KELANTAN – 75.93% Note: Starting May ’09, Service Fulfillment BB target has been revised to 60% within 72 hours Source of data: PAMSERVER

  11. Overall Performance for Service Assurance Broadband Without Exclusion Target : 60% < 24 hours Overall Performance YTD ‘09: 57.96% Below Target TOP 3 YTD ‘09 SERVICE ASSURANCE: 1) PENANG – 76.41% 2) JOHOR – 72.46% 3) MSC – 67.75% • BOTTOM 3 YTD ‘09 SERVICE ASSURANCE: • TERENGGANU – 33.85% • N SEMBILAN – 36.42% • MELAKA – 42.15% Note: Starting May ’09, Service Assurance BB target has been revised to 60% within 24 hours Source of data: PAMSERVER

  12. May ‘09 Performance for Service Assurance Broadband Without Exclusion Target : 60% < 24 hours Overall Performance MAY ‘09: 56.77% Below Target TOP 3 MAY ’09 SERVICE ASSURANCE: 1) PENANG – 74.93% 2) JOHOR – 68.73% 3) SABAH – 67.81% BOTTOM 3 MAY ’09 SERVICE ASSURANCE: 1) TERENGGANU – 24.26% 2) PERAK – 31.72% 3) N SEMBILAN – 31.87% Note: Starting May ’09, Service Assurance BB target has been revised to 60% within 24 hours Source of data: PAMSERVER

  13. Overall Performance for Technical Complaint Handling Streamyx Target : 90% < 4 Days Overall Performance YTD ‘09: 82.00% Below Target TOP 3 YTD ‘09 SERVICE ASSURANCE: 1) MSC – 96.00% 2) JOHOR – 95.00% 3) PERAK – 95.00% • BOTTOM 3 YTD ‘09 SERVICE ASSURANCE: • KELANTAN – 29.00% • KEDAH/PERLIS – 63.00% • TERENGGANU – 64.00% 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 any SR related to Streamyx Tech. Complaint. Therefore, CSSO KL is not measured for Streamyx Technical Complaint Handling. Source of data: iCARE

  14. May ‘09 Performance for Technical Complaint handling Streamyx Target : 90% < 4 Days Overall Performance MAY ‘09: 82.00% Below Target TOP 3 MAY ’09 SERVICE ASSURANCE: 1) PERAK – 97.00% 2) SARAWAK – 97.00% 3) MSC – 96.00% BOTTOM 3 MAY ’09 SERVICE ASSURANCE: 1) KELANTAN – 39.00% 2) KEDAH/PERLIS – 52.00% 3) PENANG – 57.00% 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 any SR related to Streamyx Tech. Complaint. Therefore, CSSO KL is not measured for Streamyx Technical Complaint Handling. Source of data: iCARE

  15. Overall Performance for Complaint Resolution for DEL Billing Complaint Target : 90% < 15th Business Days Overall Performance YTD ‘09: 96.06% Above Target TOP 3 YTD ’09 BILLING COMPLAINT: 1) PERAK – 99.47% 2) JOHOR – 98.24% 3) PAHANG – 98.98% BOTTOM 3 YTD ’09 BILLING COMPLAINT: 1) SARAWAK – 89.05% 2) SABAH – 90.35% 3) TERENGGANU – 90.95% Source of data: SMART

  16. Apr ‘09 Performance for Complaint Resolution DELBilling Complaint – 15th Business Days Target : 75% < 15th Business Days Overall Performance APR ‘09: 95.95% Above Target • TOP 3 APR ‘09 BILLING COMPLAINT: • KEDAH/PERLIS – 100% • PERAK – 100% • JOHOR – 99.79% BOTTOM 3 APR ‘09 BILLING COMPLAINT : 1) SARAWAK – 76.39% 2) SABAH – 88.74% 3) KELANTAN – 93.32% Source of data: SMART

  17. Overall Performance for Complaint Resolution BroadbandBilling Complaint – 15th Business Days Target : 90% < 15th Business Days Overall Performance YTD ‘09: 94.10% Above Target TOP 3 YTD ’09 BILLING COMPLAINT: 1) KELANTAN – 97.19% 2) KEDAH/PERLIS – 96.13% 3) PENANG – 95.43% BOTTOM 3 YTD ’09 BILLING COMPLAINT: 1) MSC – 85.00% 2) TERENGGANU – 90.84% 3) MELAKA – 91.17% Source of data: iCoMS & iCARE

  18. May ‘09 Performance for Complaint Resolution BroadbandBilling Complaint – 15th Business Days Target : 90% < 15th Business Days Overall Performance APR ‘09: 96.71% Above Target • TOP 3 APR ‘09 BILLING COMPLAINT: • KELANTAN – 100.00% • KEDAH/PERLIS – 99.08% • SARAWAK – 98.75% BOTTOM 3 APR ‘09 BILLING COMPLAINT : 1) MSC – 83.33% 2) MELAKA – 87.32% 3) TERENGGANU – 91.67% Source of data: iCoMS & iCARE

  19. Overall Performance for Service Fulfillment DQ Without Exclusion Target : 90% within RFS Overall performance: 99.33% Above Target No Update for Apr & May '09 Source of data: SFCO, CSO

  20. Overall Performance for Service Fulfillment IPVPN Without Exclusion Target : 40% within RFS Overall performance: 47.67% Above Target No Update for Apr & May '09 Source of data: SFCO, CSO

  21. Overall Performance for Service Assurance- per State May ‘09 Source of data: CSOC

  22. Overall Performance for Service Assurance DQ Without Exclusion Target : 50% < 4 hours Overall Performance YTD ‘09: 64.28% Above Target Source of data: RNOC

  23. Overall Performance for Service Assurance IPVPN Without Exclusion Target : 60% < 4 hours Overall Performance YTD ‘09: 64.50% Above Target Source of data: CSOC

  24. 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) No Update for Apr & May '09 Source of data: RNOC

  25. Summary – CRC Performance (Overall)

  26. MONTHLY PPR ACCOUNTS MONTHLY PPR ACCOUNTS BY STATES- YTD 2009

  27. MONTHLY PPR DISTRIBUTION STATUS SAVED PPR STATE MONTHLY ACHIEVEMENT Target : 30% May 09 Achievement: 9.22% below target * Variance = ( Achievement – Target) / Target

  28. MAY 2009 PPR DISTRIBUTION BY STATES SAVED PPR

  29. YTD MAY 2009 - DETAIL PPR COLLECTION BY STATE PPR COLLECTION 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

  30. Appendix

  31. DEL Fulfillment Overall Performance (Without Exclusion) • Target Fulfillment DEL: 50% < 48hours • Overall CSO for: • MAY = 44.93% • YTD MAY = 42.51% • (Below Target)

  32. DEL Fulfillment Without Exclusion < 48 HoursPerformance by CSM States • Top 3 States: • Sarawak – 61.98% • Melaka – 59.25% • N Sembilan – 54.28% • Bottom 3 States: • Kelantan – 33.99% • Sabah – 35.17% • Penang – 38.53%

  33. Reason Code for DEL Fulfillment >48 Hours DEL Fulfillment Without Exclusion > 48 HoursDue Reason Note: Highest contributor due to TM –68.21% (Kedah/Perlis) , Customer –57.41% (Selangor) and No Reason – 56.25% (Kelantan)

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

  35. DEL Assurance Without Exclusion <24 Hours Performance by CSM States (TR create until job done) • Top 3 States: • N SEMBILAN – 99.60% • MELAKA – 98.82% • KEDAH/PERLIS – 98.65% • Bottom 3 States: • KELANTAN – 73.16% • TERENGGANU – 79.55% • PENANG – 86.78% Note: Starting May ’09, Service Assurance DEL target has been revised to 95% within 24 hours

  36. DEL Assurance Without Exclusion > 24 HoursReason Code Note: Highest contributor due to Customer – 50.15% (Johor) , 3rd party – 83.13% (Pahang) and TM – 47.86% (Selangor) Note: Starting May ’09, Service Assurance DEL target has been revised to 95% within 24 hours

  37. Thank You

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