Key Performance Indicators (KPI) Achievement
KPI Achievement Report Archive | 2023 | 2022 | 2021 | 2020 | 2019 | 2018 |
KPI 1 - 4 and KPI 7: measurements and targets are monthly
KPI 5: measurement is in the fourth quarter (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) 2023
| NO. | KEY PERFORMANCE INDEX (KPI) | TARGET |
Q1 ACHIEVEMENT (JANUARY - MARCH 2023) |
| 1. | TO STRENGTHENING THE QUALITY OF SERVICES FOR THE UNIVERSITY'S MAIN ACADEMIC APPLICATIONS DURING PEAK USE | 95% | 99.84% |
| 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% | 100.00% |
| 3. | TO ENSURE ICT SUPPORT SERVICES PROVIDED ACHIEVE A MINIMUM OF 4 ON THE LIKERT SCALE FOR CUSTOMER SATISFACTION ASSESSMENT | 90% | 98.84% |
| 4. | TO ENSURE ICT CORRECTIVE MAINTENANCE SERVICES COMPLY TO THE PRESCRIBED RESPONSE TIMES, DURATION OF REPAIR AND CUSTOMER SATISFACTION | 90% | 97.29% |
| 5. | TO ENSURE ICT DEVELOPMENT IS IMPLEMENTED AS PER USER REQUEST | Q4 85% | Q4 |
| 6. | TO ENSURE PREVENTIVE MAINTENANCE OF APPLICATION IS IMPLEMENTED AS PER USER REQUEST |
Q2 80% Q4 80% |
Q2 |
| 7. | TO ENSURE THAT ICT HELPDESK SERVICES ACHIEVED A MINIMUM OF 4 ON LIKERT SCALE IN RELATION TO CUSTOMER SATISFACTION ASSESSMENT | 90% | 93.28% |
Q2 (April - June) 2023
| NO. | KEY PERFORMANCE INDEX (KPI) | TARGET |
Q2 ACHIVEMENT (APRIL - JUNE 2023) |
| 1. |
TO STRENGTHENING THE QUALITY OF SERVICES FOR THE UNIVERSITY'S MAIN ACADEMIC APPLICATIONS DURING PEAK USE | 95% | 99.84% |
| 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% | 66.67% |
| 3. |
TO ENSURE ICT SUPPORT SERVICES PROVIDED ACHIEVE A MINIMUM OF 4 ON THE LIKERT SCALE FOR CUSTOMER SATISFACTION ASSESSMENT | 90% | 99.63% |
| 4. |
TO ENSURE ICT CORRECTIVE MAINTENANCE SERVICES COMPLY TO THE PRESCRIBED RESPONSE TIMES, DURATION OF REPAIR AND CUSTOMER SATISFACTION | 90% | 93.09% |
| 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% |
80.89% |
| 7. |
TO ENSURE THAT ICT HELPDESK SERVICES ACHIEVED A MINIMUM OF 4 ON LIKERT SCALE IN RELATION TO CUSTOMER SATISFACTION ASSESSMENT | 90% | 94.65% |
Q3 (July - September) 2023
| NO. | KEY PERFORMANCE INDEX (KPI) | TARGET |
Q3 ACHIEVEMENT (JULY - SEPTEMBER 2023) |
| 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) 2023
| NO. | KEY PERFORMANCE INDEX (KPI) | TARGET |
Q4 ACHIEVEMENT (OCTOBER - DECEMBER 2023) |
| 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% |
