Unit of

Perspective Corporate Objective Division level KPI

measurement

OPEX Saving Rate

Measure the performance on Monitoring of OPEX and

cut unnecessary expenses/cost. specifically how much
the division decreased or saved unnecessary %
expenses/cost.l (defined by FD)
(Saved OPEX amount / budget amount)

Division's result will be measured by FD.

Resource Utilization
Finance Cost Optimization
1. Technical domain :- Measure systems tools capacity
average utilization level against the set threshold %
2. Commercial domain :- Measure commercial devices
utilization level
Division's result will be measured by SCD

Budget Effectiveness

Measure the budget utilization of division compared with

%
internal process result (defined by FD)
Internal process result / budget utilization
Division's result will be measured by FD.

Customer Satisfaction Index

Number
Corporate customer satisfaction result will be taken

Customer Maturity Index

Number
Customer Improve Customer Corporate customer maturity index result will be taken
Perspective satisfaction
Churn Rate
%
Corporate churn rate result will be taken
 Customer Improve Customer
Perspective satisfaction

Customer Complaint Rate

%
Corporate Complaint rate will be taken for Divisions with
activities related with customer compliant activities

Brand Reputation Index

Enhance Brand Value Number
Corporate brand reputation index result will be taken

Partnership Index
Internal Partnership
Number
Process enhancement
Corporate result will be taken

Risk Mitigation
Risk mitigation performance on risks identified and %
delivered for the division by Issec and audit findings

Enhance working Enhanced working systems

system
Working systems enhanced by the division (in Number
cooperation with CxQMD) will be measured against the
planned number

Division's Working Systems (Automated)

Working systems automated by the division (in Number

cooperation with CxQMD & ISD) will be measured
against the planned numbe

Organizational Culture Index

Enhance Organization
Number
Culture
Corporate result will be taken

Number of Training Delivered By Division's

This measures trainings provided by the divisions to Number

employees in addition to formal trainings provided by
TExA & HRDv (As a capacity building )

Division Employees Training Completion Rate

Learning and
Growth (20) %
Divisions' employees training completion result will be
provided by TExA/HRD

Training Effectiveness & Impact Assessment

Measure employees' progress toward a goal or objective %
through Training (Measured by HR)

Number of Employees Trained

Improve Knowledge Measures number of employees trained in the division as Number
and Talent per the target set by TExA/HRD
Management

Number of ManagersTrained
Measures number of managers trained in the division as Number
per the target set by TExA/HRD
 Management

Personal Development Plan Implementation %

Empowerment Index
Measure the degree to which employees believe that
they have the authority to act on their own to increase
quality through the Employee Empowerment Number
Questionnaire (EEQ)

Division result will be taken

Division Employees Satisfaction Index

Improve employee Measures satisfaction level of employees in the division.

Number
satisfaction Divisions will take their respective result from the
corporate employee satifaction survey conducted by
HRD.
 Common KPIs Cascading Guideline
Unit of
Weight Target Department Level KPI Weight Target
measurement

OPEX Saving Rate

Measure the performance on Monitoring of OPEX and cut

unnecessary expenses/cost. specifically how much the
4 100% % 4 100%
division decreased or saved unnecessary expenses/cost
(Saved OPEX amount / budget amount)

Departments take division result.

Resource Utilization

1. Technical domain :- Measure systems tools capacity

3 100% average utilization level against the set threshold % 3 100%
2. Commercial domain :- Measure commercial devices
utilization level
Departments take division result.

Budget Effectiveness

Measure the budget utilization of division compared with

4 100% internal process result (defined by FD) % 4 100%
Internal process result / budget utilization
Division's result will be measured by FD. Departments
take division result.

Customer Satisfaction Index

4 8.5 Number 4 8.5
Corporate customer satisfaction result will be taken

Customer Maturity Index

3 3 Number 3 3
Corporate customer maturity index result will be taken

Churn Rate
3 <2% % 3 <2%
Corporate churn rate result will be taken
 Customer Complaint Rate
3 <0.002 % 3 <0.002
Departments will take division result

Brand Reputation Index

2 8.5 Number 2 8.5
Corporate brand reputation index result will be taken

15 15

2 8.5 Not applicable

Risk Mitigation
Risk mitigation performance on risks identified and
2 100 % 2 100
delivered for the division by Issec and audit findings
Departments take division result.

Enhanced working systems

Working systems enhanced by the department (in

1 100 Number 1 100
cooperation with CxQMD) will be measured against the
planned number
Departments take division result.

1 100

Organizational Culture Index

2 8.5 Number 2 8.5
Corporate result will be taken

Number of Training Delivered By Department

1 2 This measures trainings provided by the department to Number 2 2

employees in addtion to formal trainings provided by
TExA & HRD ((As a capacity building )

Department Employees Training Completion Rate

1 100 % 1 100
Departments' employees training completion result will be
provided by TExA/HRD

Training Effectiveness & Impact Assessment

2 75 Measure employees' progress toward a goal or objective % 2 75
through Training

Number of Employees Trained

3 100 Measures number of employees trained in the Number 3 100
department as per the target set by TExA/HRD

Number of ManagersTrained
2 100 Measures number of managers trained in the department Number 2 100
as per the target set by TExA/HRD
1 100 Personal Development Plan Implementation % 1 100

Empowerment Index
Measure the degree to which employees believe that
they have the authority to act on their own to increase
2 7.5 quality through the Employee Empowerment Number 2 7.5
Questionnaire (EEQ)

Division result will be taken

Division Employees Satisfaction Index

Measures satisfaction level of employees in the division.

2 8.5 Number 2 8.5
Divisions will take their respective result from the
corporate employee satifaction survey conducted by
HRD.

20 20
g Guideline
Unit of
Section Level KPI Weight Target
measurement

OPEX Saving Rate

Measure the performance on Monitoring of OPEX

and cut unnecessary expenses/cost. specifically
how much the division decreased or saved % 4 100%
unnecessary expenses/cost
(Saved OPEX amount/budget amount)

Sections take division result.

Resource Utilization

1. Technical domain :- Measure systems tools

capacity average utilization level against the set
% 3 100%
threshold
2. Commercial domain :- Measure commercial
devices utilization level
Sections take division result.

Budget Effectiveness

Measure the budget utilization of division compared

with internal process result (defined by FD) % 4 100%
Internal process result / budget utilization
Division's result will be measured by FD. Sections
take division result.

Customer Satisfaction Index

Number 4 8.5
Corporate customer satisfaction result will be taken

Customer Maturity Index

Number 3 3
Corporate customer maturity index result will be
taken
Churn Rate
% 3 <2%
Corporate churn rate result will be taken
Customer Complaint Rate
% 3 <0.002
Sections will take division result

Brand Reputation Index

Number 2 8.5
Corporate brand reputation index result will be
taken
15

Not applicable

Risk Mitigation
Risk mitigation performance on risks identified and
delivered for the division by Issec and audit findings % 2 100
Sections take
division result.

Enhanced working systems

Working systems enhanced by the section (in

Number 1 100
cooperation with CxQMD) will be measured against
the planned number
Sections take division result.

Organizational Culture Index

Number 2 8.5
Corporate result will be taken

Number of Training Delivered By Section

This measures trainings provided by the section to Number 2 4

employees in addtion to formal trainings provided
by TExA & HRD (((As a capacity building )

Section Employees Training Completion Rate

% 2 100
Sections' employees training completion result will
be provided by TExA/HRD

Training Effectiveness & Impact Assessment

Measure employees' progress toward a goal or % 2 75
objective through Training

Number of Employees Trained

Measures number of employees trained in the Number 3 100
section as per the target set by TExA/HRD
Personal Development Plan Implementation % 2 100

Empowerment Index
Measure the degree to which employees believe
that they have the authority to act on their own to
increase quality through the Employee Number 2 7.5
Empowerment Questionnaire (EEQ)

Division result will be taken

Division Employees Satisfaction Index

Measures satisfaction level of employees in the

Number 2 8.5
division. Divisions will take their respective result
from the corporate employee satifaction survey
conducted by HRD.

20
 Applicability
Unit of
Individual Measurement Weight Target
measurement

Proper Working hour utilization

(It will measure percentage of hours the % 4 100%

employee is spending on his/her duties from
the total working hours of the section)

All except IAD, EACD and SPMD

Timely Completion of Task % 3 100%

Proper Working hour utilization

(It will measure percentage of hours the % 4 100%

employee is spending on his/her duties from
the total working hours of the section) Olny for technical devisons (IS,
Issec, WND, FND, NOSM, NID),
MD and SD

Timely Completion of Task % 3 100%

Proper Working hour utilization

(It will measure percentage of hours the % 4 100%

employee is spending on his/her duties from
the total working hours of the section)
Only for IAD, EACD and SPMD

Timely Completion of Task % 3 100%

Customer Satisfaction Index

Number 4 8.5 All
Corporate customer satisfaction result will be
taken

Not applicable All

Churn Rate
% 3 <2% All
Corporate churn rate result will be taken
Customer Complaint Rate
% 3 <0.002 All
Individuals will take division result

Brand Reputation Index

Number 2 8.5 All
Corporate brand reputation index result will
be taken
12

Not applicable All

Work on standardization
% 4 All

problem solution capability % 2 All

All

Implementation of Organizational Culture

Elements
% 2 100 All
It will measures individuals implementation
level of components of the company desired
culture elements

Knowledge Sharing program delivered by

Number 2 4 All
individual

Employee Training Completion Rate

% 2 100 All
Employees training completion result will be
provided by TExA/HRD
Training Effectiveness & Impact
Assessment
% 2 75 All
Measure employees' progress toward a goal
or objective through Training

All

All
Personal Development Plan
% 2 100 All
Implementation

All

Employee's contribution for the success

% 2 100 All
of the section's Success

Employee's contribution in keeping the

% 2 100 All
working environment health and safety

20