New KPI's and CSI's...
1/1/2009
The New Key Performance Indicators (KPI's) and Customer Satisfaction Index (CSI's) were introduced and presently being implemented. Previously, PRODUCTIVITY was the only key, but now, with the new KPI's, EFFICIENCY and UTILIZATION are added to it.
The New Customer Satisfaction Index (CSI's) covers not only Walk-In cases but also External Customers such as queries through phone, emails and others.