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Key Performance Indicators (KPI) Achievement

KPI 2020 Achievement Report | KPI 2019 Achievement Report | KPI 2018 Achievement Report |

 

KPI 1 - 4 and KPI 7: measurements and targets are monthly
KPI 5: measurement is in the second quarter (Q2) and fourth (Q4) with a target of 85% for the year
KPI 6: measurement is in the second quarter (Q2) and fourth (Q4) with a target of 80%

 

 

Q1 (January - March) 2021

 
NO. KEY PERFORMANCE INDEX (KPI) TARGET
Q1 ACHIEVEMENT
(JANUARY - MARCH 2021)
1.        TO STRENGTHENING THE QUALITY OF SERVICES FOR THE UNIVERSITY'S MAIN ACADEMIC APPLICATIONS DURING PEAK USE 95% 97.87% 
2.        TO ENSURE AVAILABILITY OF UPMNET NETWORK AT THE LEVELS OF SUPER CORE SWITCH, CORE SWITCH, DISTRIBUTION SWITCH AND ACCESS SWITCH AT UPM SERDANG FACULTY  95%  99.98%
3.        TO ENSURE ICT SUPPORT SERVICES PROVIDED ACHIEVE A MINIMUM OF 4 ON THE LIKERT SCALE FOR CUSTOMER SATISFACTION ASSESSMENT  90%  97.60%
4.        TO ENSURE ICT CORRECTIVE MAINTENANCE SERVICES COMPLY TO THE PRESCRIBED RESPONSE TIMES, DURATION OF REPAIR AND CUSTOMER SATISFACTION  90%  87.00%
5.        TO ENSURE ICT DEVELOPMENT IS IMPLEMENTED AS PER USER REQUEST  Q4 85%  -
6.        TO ENSURE PREVENTIVE MAINTENANCE OF APPLICATION IS IMPLEMENTED AS PER USER REQUEST

Q2 80%

Q4 80%

 -
7.        TO ENSURE THAT ICT HELPDESK SERVICES ACHIEVED A MINIMUM OF 4 ON LIKERT SCALE IN RELATION TO CUSTOMER SATISFACTION ASSESSMENT  90%  93.59%

 

Q2 (April - June) 2021

 
NO. KEY PERFORMANCE INDEX (KPI) TARGET 
Q2 ACHIVEMENT
(APRIL - JUNE 2021)
1.
TO STRENGTHENING THE QUALITY OF SERVICES FOR THE UNIVERSITY'S MAIN ACADEMIC APPLICATIONS DURING PEAK USE 95%  97.67%
2.
TO ENSURE AVAILABILITY OF UPMNET NETWORK AT THE LEVELS OF SUPER CORE SWITCH, CORE SWITCH, DISTRIBUTION SWITCH AND ACCESS SWITCH AT UPM SERDANG FACULTY  95%   99.91%
3.
TO ENSURE ICT SUPPORT SERVICES PROVIDED ACHIEVE A MINIMUM OF 4 ON THE LIKERT SCALE FOR CUSTOMER SATISFACTION ASSESSMENT   90%  98.00%
4.
TO ENSURE ICT CORRECTIVE MAINTENANCE SERVICES COMPLY TO THE PRESCRIBED RESPONSE TIMES, DURATION OF REPAIR AND CUSTOMER SATISFACTION  90%   83.55%
5.
TO ENSURE ICT DEVELOPMENT IS IMPLEMENTED AS PER USER REQUEST   Q4 85%  92.00% (Q2)
6.
TO ENSURE PREVENTIVE MAINTENANCE OF APPLICATION IS IMPLEMENTED AS PER USER REQUEST  

Q2 80%

Q4 80%

82.82% 
7.
TO ENSURE THAT ICT HELPDESK SERVICES ACHIEVED A MINIMUM OF 4 ON LIKERT SCALE IN RELATION TO CUSTOMER SATISFACTION ASSESSMENT  90%  93.83% 

 

Q3 (July - September) 2021

 
NO. KEY PERFORMANCE INDEX (KPI) TARGET
Q3 ACHIEVEMENT
(JULY - SEPTEMBER 2021)
1.
TO STRENGTHENING THE QUALITY OF SERVICES FOR THE UNIVERSITY'S MAIN ACADEMIC APPLICATIONS DURING PEAK USE  95%   
2.
TO ENSURE AVAILABILITY OF UPMNET NETWORK AT THE LEVELS OF SUPER CORE SWITCH, CORE SWITCH, DISTRIBUTION SWITCH AND ACCESS SWITCH AT UPM SERDANG FACULTY  95%   
3.
TO ENSURE ICT SUPPORT SERVICES PROVIDED ACHIEVE A MINIMUM OF 4 ON THE LIKERT SCALE FOR CUSTOMER SATISFACTION ASSESSMENT  90%   
4.
TO ENSURE ICT CORRECTIVE MAINTENANCE SERVICES COMPLY TO THE PRESCRIBED RESPONSE TIMES, DURATION OF REPAIR AND CUSTOMER SATISFACTION  90%   
5.
TO ENSURE ICT DEVELOPMENT IS IMPLEMENTED AS PER USER REQUEST  Q4 85%  
6.
TO ENSURE PREVENTIVE MAINTENANCE OF APPLICATION IS IMPLEMENTED AS PER USER REQUEST  

Q2 80%

Q4 80%

 
7.
TO ENSURE THAT ICT HELPDESK SERVICES ACHIEVED A MINIMUM OF 4 ON LIKERT SCALE IN RELATION TO CUSTOMER SATISFACTION ASSESSMENT   90%  

 

Q4 (October - December) 2021

 
NO. KEY PERFORMANCE INDEX (KPI) TARGET 
Q4 ACHIEVEMENT
(OCTOBER - DECEMBER 2021)
1.
TO STRENGTHENING THE QUALITY OF SERVICES FOR THE UNIVERSITY'S MAIN ACADEMIC APPLICATIONS DURING PEAK USE  95%   
2.
TO ENSURE AVAILABILITY OF UPMNET NETWORK AT THE LEVELS OF SUPER CORE SWITCH, CORE SWITCH, DISTRIBUTION SWITCH AND ACCESS SWITCH AT UPM SERDANG FACULTY  95%   
3.
TTO ENSURE ICT SUPPORT SERVICES PROVIDED ACHIEVE A MINIMUM OF 4 ON THE LIKERT SCALE FOR CUSTOMER SATISFACTION ASSESSMENT  90%   
4.
TO ENSURE ICT CORRECTIVE MAINTENANCE SERVICES COMPLY TO THE PRESCRIBED RESPONSE TIMES, DURATION OF REPAIR AND CUSTOMER SATISFACTION   90%  
5.
TO ENSURE ICT DEVELOPMENT IS IMPLEMENTED AS PER USER REQUEST  Q4 85%  
6.
TO ENSURE PREVENTIVE MAINTENANCE OF APPLICATION IS IMPLEMENTED AS PER USER REQUEST

Q2 80%

Q4 80%

 
 
7.
TO ENSURE THAT ICT HELPDESK SERVICES ACHIEVED A MINIMUM OF 4 ON LIKERT SCALE IN RELATION TO CUSTOMER SATISFACTION ASSESSMENT  90%   

Updated:: 19/07/2021 [nazlina]

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