Evaluation report

Performance area Performance metric (KPI) Target Outcomes

Customer focus Per cent of documents 100% 80%
conforming to style guide

Productivity Average time (per mail-out) to 30 minutes 60 minutes

edit the letter being sent

Average time per mail merge 5 minutes 10 minutes

Data entry error rate 3% 10%

Employee development Number of training hours per 20 hrs per 5 hours in

employee employee per first quarter
quarter

Expense Average cost per mail-out $100 $165

(excluding postage)

Average labour cost per page $50 $68

of edited text

Sustainability Average sheets of paper used 3 sheets 10

per letter

Average toner use per quarter 10 cartridges 15 cartridges

Compliance Identified breaches of 0 incidents 0 incidents

legislation, including
WHS/OHS, anti-
discrimination, privacy

Privacy related complaints 0 incidents 1 incident

The above table has shown that current administration team

performance. In order to close the gaps, as examined in Part A, the key
performance area that must be improve including productivity, error rate,
employee development and expense and sustainability.
After delivered the new letter templates to use, productivity and error
rate is expected to decline below target due to the ease-to-use of new
template and Mail-merge and Macro function. Expense and sustainability are
also expected to decrease in half because this new template will reduce
incorrect style setting and data input requirement incomplete. It, therefore,
automatically decrease sheet and toner consumption and cost of letter
production.