KPI of the Day – Customer Service: # Time to resolve complaints
Definition
Measures how long it takes to satisfactorily resolve a customer’s complaint after receiving it.
KPI of the Day – Healthcare: # Hospital-acquired infections
Definition
Measures the number of patient or staff cases of infection, following an exposure to contagious hospital environment elements.
KPI of the Day – Human Resources (HRM): # Employment brand strength
Definition
Measures how desirable an organization is, as a workplace, among both employees and job seekers, according to an index based on survey questions and/or quantitative metrics.
KPI of the Day – Sales: $ Baseline sales
Definition
Estimates expected sales, excluding those sales that are a result of the marketing program.
Practitioner Interview: Dr. Zuraidah Khwaja Kamaluddin
In 2017, the Performance Magazine editorial team interviewed Dr. Zuraidah Khwaja Kamaluddin, Director of the Strategic Management Office at Universiti Tun Abdul Razak – (UNIRAZAK), Malaysia. Her thoughts and views on Performance Management are presented in great detail below.
Continuous performance management has continued to shake up rigid, traditional Human Resource processes and flexibility is becoming crucial, particularly given the preferences and motivations of Generation Y.
