Examine team performance and capability

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 document productivity is half as
lower as target, the average time for editing letter is 60 minutes out of 30
minutes target and the data entry error rate is very high at 10 per cent out of
3 per cent target.
Additional, almost none of employee development by 5 hours training in first
quarter. Lastly average cost of document production is approximately 50 per
cent higher than the target. Stationery consumption is also higher than
expected target, for example, average sheets per letter has three time more
than expectation.