Thanks to visit codestin.com
Credit goes to www.scribd.com

Scribd
Upload
98 views7 pages

TCS Internal Metrics Overview

This document contains a template for capturing metrics defined in Statements of Work (SOWs) for various processes. It includes fields for the domain, process name, metric, description, whether the metric is client-facing or internal, and the target and calculation formula for each metric. Examples provided include metrics for the accuracy of prepared wires in the CFNA process, the dialer abandonment rate for the Cards India Collections process, and the timeliness and finds per hour for other processes. Reporting frequencies, tracking frequencies, and any financial penalties related to service level agreements are also documented.

Uploaded by

shubham
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as XLS, PDF, TXT or read online on Scribd
98 views7 pages

TCS Internal Metrics Overview

This document contains a template for capturing metrics defined in Statements of Work (SOWs) for various processes. It includes fields for the domain, process name, metric, description, whether the metric is client-facing or internal, and the target and calculation formula for each metric. Examples provided include metrics for the accuracy of prepared wires in the CFNA process, the dialer abandonment rate for the Cards India Collections process, and the timeliness and finds per hour for other processes. Reporting frequencies, tracking frequencies, and any financial penalties related to service level agreements are also documented.

Uploaded by

shubham
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as XLS, PDF, TXT or read online on Scribd
You are on page 1/ 7

Internal / Client

S. NO Domain Process Name Metric Description


Facing

Mention the Mention the Metric name as Description of the To capture


Domain to Process name defined by process metrics (as per SOW or whether the
which the or mentioned in current understanding) metric is reported
process SOW to the client or
belongs not. Client metric
will get a higher
priority.

1 F&A CFNA Accuracy Wire is prepared with Client


incorect amount or
incorrect template called
as defective. Percentage
of number of defectives
for the wires to the total
number of wires
processed should be
less than 5 % for a
month.

2 India Cards Dialer - Abandon % of transactions Client


Collections Rate abandoned before being
answered by customer
representative (Inbound)

3 F&A CFNA Timeliness All reports Data Client


received before 6 PM
IST on same day to be
processed (Prepare
Wires) by 11:30 IST
Reports arriving after 9
pm is considered as next
day or send for approval.

4 CIM Skip Tracing Find per hour Actual number of finds Client
against total hours
worked

TCS Internal
TCS Internal
Reporting Frequency
Formula Target Process Type - Tracking Frequency
[ Daily / Weekly /
Data / Voice [ Daily / Weekly / Monthly ]
Monthly ]

Formula for Minimum traget To classify the What is the What is the frequency of
calculating the needs to mention existing data into frequency of capturing the metric.
metric as per the different buckets reporting the Tracking frequency to be
SOW of transactions. metric to client at granual level (atleast
one level down than the
reporting frequency
wherever possible) to
have better control on the
SLA

Total no. of 95% Data Monthly Daily


errors detected in
the month / Total.
No. of wires
checked for the
month by the
client x 100%

Total no. of calls 2% Voice Monthly Daily


abandoned/ Total
no. of calls
received

No formula 100% Data Monthly Daily


mentioned in
SOW. 100% to
be procesed in
working hours.

Total No. of Target is based Data Monthly Daily


finds/ Available on last month
working hours team members
average
performance post
excluding key
and worst
performer

TCS Internal
TCS Internal
Penalty / Service Credit for Primary Metric
Financial
Implication Financial Implication Description
[ Yes / No ]

Is there any If financial implication, then


penalty mention the description & the
attached to calculation of the penalty
the SLA as
per SOW -
Y/N

No No

No No

No No TRON

No No

TCS Internal
TCS Internal
HEAT Alarms socumn
CHART

TCS Internal

You might also like