Key Performance Indicator (KPI) - 2017 Director President Director

Operation Directorate

Tjhin Khe Mei Nobel Tanihaha

Operation - [IT & Service] - Roy Arno Hendrata

Organization Objective KPI Target Weight Remarks

IT & Service Application problem resolution time Problem (except for software bug) to be fixed or work around to be implemented 90% 10%
as per agreed SLA
Hardware problem resolution time Problem to be fixed or work around to be implemented as per agreed SLA 95% 10%
High Office Network Availability Office network availability >= 95% 95% 10%
Regular back-up and housekeeping Weekly back-up and housekeeping 100% 10% >= 48x per year
Regular system report Weekly system report 100% 10% >= 48x per year
Business Support Improvement Project IT Completion 90% 10%
Security Improvement 90% 10%
Business Process improvement Development and delivery of new required solution to be inline with agreed 90% 10% meet delivery schedule
schedule
Budget utilization compared to planned Software & License related expenses compared to budget 100% 10% Within the budget
budget Hardware related expenses compared to budget 100% 10% Within the budget
Coaching and Training Coaching, Conceling min 2x per year 100% 4x Coaching & Conceling /year and
documented
Training - based on needs 100% 2x inhouse training /year

100%
Operation - [IT & Service] - [IT Infra & Apps. Planning Section Head] -

Organization Objective KPI Target Weight Remarks

IT Infra & Apps. Regular Project / System Development / Weekly project / system development / implementation / Enhancement report 100% 25% >= 48x per year
Planning Implementation / Enhancement report
Business Support Improvement Project IT Completion 90% 25%
Business Process improvement Development and delivery of new required solution to be inline with agreed 90.00% 50% meet delivery schedule
schedule

100%
Operation - [IT & Service] - [IT Corp. Apps. Development Section Head] - Winarko

Organization Objective KPI Target Weight Remarks

IT Corp. Apps. Application problem resolution time Problem (except for software bug) to be fixed or work around to be implemented 90% 40%
Development as per agreed SLA
Regular system report Weekly system report 100% 10% >= 48x per year
Business Support Improvement Project IT Completion 90% 20%
Business Process improvement Development and delivery of new required solution to be inline with agreed 90% 20% meet delivery schedule
schedule
Budget utilization compared to planned Software & License related expenses compared to budget 100% 10% Within the budget
budget

100%
Operation - [IT & Service] - [IT ERP] - Hendra Dinara; Mikha Maranatha

Organization Objective KPI Target Weight Remarks

IT ERP (Hendra Application problem resolution time Axapta related problem (except for software bug) to be fixed or work around to be 90% 40%
Dinata) implemented as per agreed SLA
Regular system report Weekly Axapta enhancement report 100% 20% >= 48x per year
Business Support Improvement Project IT Completion 90% 20%
Business Process improvement Development and delivery of new required solution to be inline with agreed 90% 20% meet delivery schedule
schedule

100%

IT ERP (Mikha Application problem resolution time Axapta related problem (except for software bug) to be fixed or work around to be 90% 40%
Maranatha) implemented as per agreed SLA
End User Training & Manual End User Training and Manual (User Guide) are delivered for every new system >90% 20%
enhancement
Business Support Improvement Project Axapta Completion 90% 20%
Business Process improvement Development and delivery of new required solution (for Axapta) to be inline with 90% 20% meet delivery schedule
agreed schedule

100%

Operation - [IT & Service] - [IT Infra & Offiuce Support Section Head] - Iwan Hartono; Robert Tampubolon

Organization Objective KPI Target Weight Remarks

IT Infra & Office Hardware problem resolution time Problem to be fixed or work around to be implemented as per agreed SLA 95% 25%
Support
High Office Network Availability Office network availability >= 95% 95% 25%
Regular system report Weekly system report 100% 10% >= 48x per year
Business Support Improvement Project IT Completion 90% 15%
Business Process improvement Development and delivery of new required solution to be inline with agreed 90% 15% meet delivery schedule
schedule
Budget utilization compared to planned Hardware related expenses compared to budget 100% 10% Within the budget
budget

100%
Operation - [IT & Service] - [IT Database Administrator] - M. Ihsan Ismail; Ivan Akira

Organization Objective KPI Target Weight Remarks

IT Database Database problem resolution time Problem (except for software bug) to be fixed or work around to be implemented 90% 30%
Administrator (M. as per agreed SLA
Ihsan Ismail)
Regular back-up and housekeeping Weekly back-up and housekeeping 100% 30% >= 48x per year
Regular system report Weekly system report on server performance 100% 20% >= 48x per year
Business Process improvement Development and delivery of new required solution to be inline with agreed 90% 20% meet delivery schedule
schedule

100%
IT Database Application problem resolution time Problem (except for software bug) to be fixed or work around to be implemented 90% 40%
Administrator (Ivan as per agreed SLA
Akira)
Regular system report Weekly system enhancement update report 100% 20% >= 48x per year
Business Support Improvement Project IT Completion 90% 20%
Business Process improvement Development and delivery of new required solution to be inline with agreed 90% 20% meet delivery schedule
schedule

100%
Operation - [IT & Service] - [IT Security & Compliance] -

Organization Objective KPI Target Weight Remarks

IT Security & Security problem resolution time Security related problem to be fixed or work around to be implemented as per 90% 40%
Compliance agreed SLA
Regular system report Weekly system report 100% 20% >= 48x per year
Business Support Improvement Security Improvement 90% 20%
Business Process improvement Development and delivery of new required solution to be inline with agreed 90% 20% meet delivery schedule
schedule

100%
Operation - [IT & Service] - [Cloud Management Services] - Danial Hasan; Andrie Istiya N.

Organization Objective KPI Target Weight Remarks

Cloud Management Hardware problem resolution time Problem to be fixed or work around to be implemented as per agreed SLA 95% 0.25
Services

Cloud Network Availability Office network availability >= 95% 95% 0.25
Regular system report Weekly system report 100% 0.1 >= 48x per year
Business Support Improvement Project IT and Planning Dept. Completion 90% 0.15
Business Process improvement Development and delivery of new required solution to be inline with agreed 90% 0.15 meet delivery schedule
schedule
Budget utilization compared to planned Hardware related expenses compared to budget 100% 10% Within the budget
budget
100%