business review 1. organizational chart please include team information down to the sme level ...
TRANSCRIPT
1
Business Review
2
Organizational Chart
Please include team information down to the SME level
Highlight any significant organizational changes since the last business review
3
FTE by Program
Vendor Program Vendor Program Vendor Program Vendor Program Vendor Program Overall FTE
FT Headcount FT Headcount FT Headcount FT Headcount FT Headcount FT Headcount
PT Headcount PT Headcount PT Headcount PT Headcount PT Headcount PT Headcount
Total FTE Total FTE Total FTE Total FTE Total FTE Overall Vendor FTE
Avg # of hours worked per FTE
Avg # of hours worked per FTE
Avg # of hours worked per FTE
Avg # of hours worked per FTE
Avg # of hours worked per FTE
Avg # of hours worked per FTE
Monthly Attrition Monthly Attrition Monthly Attrition Monthly Attrition Monthly Attrition Monthly Attrition
**
These numbers are as of MM/DD/YY** Include both voluntary & involuntary attrition percentages
4
Campaign Results
Program SL % Target SL % Actual Availability RPC Target RPC Actual
Month
Month
Month
Month
Month
Month
• Complete this worksheet for each program• Label each worksheet with the program name• Highlight the meeting and exceeding expectations in service level,
availability, RPC, RPH, & Net Revenue in green and misses in red• Complete this worksheet using the last six months of data• For OB programs, removed SL Target & Actual columns
5
Campaign SWOT Analysis
Strengths• • • • •
Weaknesses• • • • •
Opportunities• • • • •
Threats• • • • •
• This slide can be used for individual program analysis or overall program analysis
6
Program Focus For Quarter
• Please complete this slide for each program highlighting focus for the upcoming three months and label appropriately.
Month• • • • •
Month
• • • • •
Month
• • • • •
7
Revenue Performance Analysis
Outline plans to meet/exceed revenue targets for RPC, RPH, Per 100s and Net Revenue
Offer Rate analysis and plans to increase “ideal” customer offers
8
QA Performance Analysis
Outline action plan to meet and maintain QA % Target
9
Operations Analysis
Outline strengths and weakness of Operations Scorecard and plans for improvement where necessary
Outline Offer strengths and weakness of site audit results when applicable
10
Employee Engagement
Highlight significant activities related to employee engagement including but not limited to customer service, training, incentives, community efforts, etc.
11
Feedback
Provide suggestions & recommendations