KPI's Sign Solutions Quality Management System v0.3 200921

Sign Solutions Quality Management System Key Performance Indicators: (Last reviewed 20.12.19) Key Performance Indicator Target Owned by 1. Profitability of LSP’s (Sales v Direct costs) Average 47% per Agency Manager, CEO & 2. LSP’s to client arrival time month Finance Manager & MD 3. Client satisfaction A. Client Feedback per assignment To arrive on time Agency Manager for assignment Feedback to be Agency Manager & Agency taken on board to Team & MD & Head continually improve Interpreter services Link to survey with every booking confirmation and accessible feedback methods on website and after video calls 4. 24hr Booking requests filled 40% or above of Agency Manager & Agency booking requests to Team 5. Client booking requests filled be fulfilled Bookings fulfilled 80% or above of Agency Manager & Agency booking requests to Team be fulfilled 6. Training All courses to Finance Manager and A. Courses filled achieve 90% or Operations Administrator B. Evaluations above capacity. C. Feedback Form Return Rate All feedback forms Operations Administrator and 7. Debtor days to score a 4 or MD and Head of Interpreting above Operations administrator and 100% forms MD returned Finance Manager and MD 40 days or below V0.3 20/09/21