OPERATIONS SERVICE INDICATORS FOR SLA

Volume & SLA Cash Center Managament Unit

% Volume
No KEY PROCESS COT GOALS Achv Item Rp (juta)
Month
1 Penarikan Uang Tunai di Bank Indonesia 12:00 100% in 1 BD 100
2 Penyetoran Uang Tunai ke Bank Indonesia 12:00 100% in 1 BD 100
3 Pengiriman Uang Tunai IDR 14:00 100% in 1 BD 100
4 Pengambilan Uang Tunai IDR 17:00 100 % in 1 BD 100
5 Pengiriman Uang Meragukan 16.00 100 % in 1 BD 100
6 Eksport 12:00 100% in 1 BD 100
7 Import 12:00 100% in 1 BD 100
8 Pengiriman Uang Tunai UKA 14:00 100% in 1 BD 100
9 Pengambilan Uang Tunai UKA 17:00 100% in 1 BD 100

% Vol
No KEY PROCESS COT GOALS Achv
Item Rp (juta)
Month
1 Penempatan Deposito 15:30 100% in 1 BD 100
2 Perubahan/Pencairan Deposito 15:30 100% in 1 BD 100
3 Penempatan Permata Invest 12:00/11:00 100% in 1 BD 100
4 Perubahan Permata Invest 12:00/11:00 100% in 1 BD 100
5 Lalu Lintas Giral (LLG) 12:00 100% in 1 BD 100
6 Outgoing Cheque/BG 12:00 100% in 1 BD 100
7 Tolakan Masuk 09:00 dr CBO 100% in 1 BD 100
8 Collection 15:30 100% in 1 BD 100
9 RTGS 14:00 100% in 1 BD 100
10 Proses TT 11:30 (TOD) 100% in 1 BD 100
11 Pembelian Bank Draft 15:30 100% in 1 BD 100
12 Pembatalan Bank Draft 15:30 100% in 1 BD 100
13 Pembelian TC 15:30 100% in 1 BD 100
14 Penjualan TC 15:30 100% in 1 BD 100
15 PDC 15:30 100% in 1 BD 100
16 House Cek 15:30 100% in 1 BD 100
17 Inkaso 15:30 100% in 1 BD 100
18 Pembayaran Pajak 14:00 100% in 1 BD 100
19 Buku Cheque & BG 14:00 100% in 1 BD 100
20 Pemindahbukuan 15:30 100% in 1 BD 100
 SLA / Vol Item
No Key Process COT % Achv
TARGET Month
CARD :
1 Produksi Kartu Debit :
- Visa Electron 10:00 100% in 1 BD 100% in 1 BD
- Permata Syariah 10:00 100% in 1 BD 100% in 1 BD
- Kencana 10:00 100% in 1 BD 100% in 1 BD
- Permata Link 10:00 100% in 1 BD 100% in 1 BD
- e-Wallet 10:00 100% in 1 BD 100% in 1 BD
- e-Business 10:00 100% in 1 BD 100% in 1 BD
- Maintenance ATM
10:00 100% in 1 BD 100% in 1 BD
2 Distribusi Kartu Debit : 16:00 100 % in 4 BD 100% in 1 BD
- Jabotabek
- Luar Jabotabek
3 Produksi Kartu Kredit :
- Harian (New & Replacement) 10:00 100% in 1 BD 100% in 1 BD
- Renewal 10:00 100% in 5 BD 100% in 1 BD

4 Distribusi Kartu Kredit : 16:00 95% 100% in 1 BD

- Urgent Jabotabek 95% in 2 BD 100% in 1 BD
- Urgent Luar Jabotabek 95% in 3 BD 100% in 1 BD
- Normal Jabotabek 95% in 5 BD 100% in 1 BD
- Normal Luar Jabotabek 95% in 6 BD 100% in 1 BD
(* periode mundur 1 bulan) 100% in 1 BD
5 Credit Card Return (Rate) 5% 100% in 1 BD
6 Follow up Kartu Kredit Retur 11:00 100% in 5 BD 100% in 1 BD
7 Complaint Handling Kartu Kredit :
- Non Investigasi 11:00 100% in 5 BD 100% in 1 BD
- Investigasi 11:00 100% in 8 BD 100% in 1 BD
8 Penghancuran Kartu Kredit undelivery 14:00 100 % in 2 BD
PIN :
1 Produksi PIN Kartu Debit :
- Visa Electron 10:00 100 % in 1 BD
- Permata Syariah 10:00 100 % in 1 BD
- Kencana 10:00 100 % in 1 BD
- Permata Link 10:00 100 % in 1 BD
- e-Wallet 10:00 100 % in 1 BD
- e-Business 10:00 100 % in 1 BD
- Maintenance ATM
10:00 100 % in 1 BD
2 Distribusi Pin Kartu Debit : 16:00 100% in 4 BD
(* periode mundur 1 bulan)
3 Produksi PIN Kartu Kredit 10:00 100 % in 1 BD
4 Distribusi Pin Kartu Kredit : 16:00 98%
- Jabotabek 98% in 4 BD
- Luar Jabotabek 98% in 5 BD
5 PIN Credit Card Return (Rate) 2%
6 Follow up Pin Kartu Kredit Retur 11:00 100% in 3 BD
7 Complaint Handling Pin Kartu Kredit 11:00 100% in 3 BD
STATEMENT :
1 Produksi Banking Statement :
- Cycle End of Month (Current 10:00 100% in 1 BD
Account)
 - Cycle 1 (Saving Account) 10:00 100% in 2 BD
2 Produksi Credit Card Statement :
- Cycle 14 10:00 100% in 2 BD
- Cycle reguler non cycle 14 10:00 100% in 1 BD
3 Distribusi Banking Statement :
- Sentralisasi (Jabotabek) 20:00 97% in 4 BD
- Desentralisasi (L-Jabotabek) 20:00 97% in 6 BD
4 Distribusi Credit Card Statement :
- Sentralisasi (Jabotabek) 20:00 96% in 4 BD
- Desentralisasi (L-Jabotabek) 20:00 96% in 6 BD
5 Statement Return Rate :
- Banking Statement 3%
- Credit Card Statement 4%
6 Return Follow-up :
- Banking Statement 15:00 100% in 5 BD
- Credit Card Statement 15:00 100% in 5 BD
7 Statement Reprint Services :
- Pelayanan Cetak Ulang Banking 13:00 100% in 2 BD
Statement 11:00 100% in 1 BD
- Pelayanan Cetak Ulang Credit Card
Statement