Daily Productivity: Total Tasks Closed:
15
10
5
0
Week 1
Week 2
Week 3
Week 4
Week 5
Performance Management
Volume Breakdown
Case Closed Volume Breakdown by Country
Country
06-09-20
06-16-20
06-23-20
WoW
France
54
65
45
-31%
Italy
18
31
4
-87%
Spain
23
7
6
-14%
Germany
11
5
10
100%
Israel
4
8
2
-75%
UK
1
4
2
-50%
Not Identified
0
2
0
-100%
Grand Total
111
122
69
-43%
Volume per Task Type by Team
■ TeamA
100
■ Team B
■ Team C
Data Entry
Scripts Finished
Live Reviews
Screens hots
Reports
Volume Distribution by Hour of Day
25%
40%
19% _____...-22%------...------20%
~o/o~
Oo/o~--=~-----------------------------~=::~2~=-~6~%~~~~~
7 am -10 am
1Oam - 12 pm
12 pm - 2 pm
2 pm - 4 pm
■ o/oVol. Spread ■ o/oNon Rush Hour
2
20%
1~
4pm-6pm
■ o/oRush Hour
6 pm-8 pm
8 pm+
User Satisfaction Month over Month
■ A
93.70%
90.55%
90.34%
B
75.00%
50.00%
25.00%
0.00%
January
February
March
April
May
June
July
August
September
Number of Project Issues Over Time
50
40
30
20
10
0
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Project requests by other teams
4.0%
Creative
Sales
23.0%
20.0%
Marketing
7.0%
IT
15.0%
Human Resources
19.0%
Finance
12.0%
Highlights: Contributions to a project
20
300
People involved
hours spent on
project
216
Issues
uncovered
Reduction in Customer Contact Rate
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46
.2
1-
46
....··•·--··········•
45
Product features
44 ........
43
...
...
41
•····
•···•
...
__
..••····
40
Contact rate
35
-cases
30
25
Jan-16
Feb-16
Mar-16
Apr-16
May-16
Jun-16
Jul-16
Aug-16
Sep-16
Snapshot Summary: Project Performance
Service Level
Target
September
October
Volume
500
426
464
Turnaround Time
90%
82%
98.3%
+19.8%
Quality Rating
95%
91%
99.6%
+9.4%
MoM Change
+8.9%
Top User Issues in Onboarding Cycle
Onboarding to the product
Engaging with the product
Access & Ownership
Verification
Business edits
Search/Policy
30% of users
20% of users
32% of users
12% of users
Summary of Improvements
Productivity gains
Scaled online support
Process improvements
●
●
●
●
●
●
Optimize processes
& workflows
Mentorship
program
10% saving
Website optimization
Help Center revamp
Social Media support
Streamlined customer
sign up process
7% overhead
Automation
●
Implemented new
workflows
Success Definition
Business Objectives
Marketing Objectives
Media Objectives
Campaign Objectives
Attract visitors to
destination X
Position destination X as the
best Winter break destination
Reach X% of primary
target audience
X number of unique users
increase engagement by X%
Metrics:
Number of intentional
guests in x time period
Metrics:
Brand perception
Brand consideration
Metrics:
Total reach across all
media
Engagement rate (all
media)
Metrics:
Unique reach to Target
Audience
Tools:
Reported hotel/airport data
Tools:
Google Surveys
Brand research studies
Tools:
TBD
Tools:
TBD