Sheet1COST OF POOR QUALITY (V TITANS - DESKTOP- DELHI & MUMBAI)Sl No.ParameterTargetCalculation MethodFeb, 2003Mar, 2003Apr, 2003May, 2003June,2003RevenueBillable MinutesNo. of Calls X Lesser of AHT or AHT capBase RateDepends on Call Volume (Not a COPQ Issue)Total RevenueBillable Minutes X Base Rate1Call LoggingPerformance100%Calls logged / Total calls99.06%99.84%101.70%101.32%96.54%COPQ$0As per Attachment 1 of SOW2Quick Calls LogsPerformance< 5%Calls logged without service tag / Total Calls loggedCOPQ$0As per Attachment 1 of SOW3Customer SatisfactionPerformance85%Survey report sent by Client86.10%88.00%89.60%88.40%0.862COPQ$0As per Attachment 1 of SOW4Service LevelPerformance77 / 720% calls answered in 12 min82%85.53%87.28%88.31%0.81COPQ$0As per Attachment 1 of SOW5FTRPerformance> 65%Report sent by Client81%78%80.00%80.70%0.805COPQ (FTR)$0As per Attachment 1 of SOW6FTFPerformance> 2% of BaselineReport sent by Client93%93.30%93.40%92.80%0.94COPQ$0As per Attachment 1 of SOW7AHTPerformanceNATalk Time + Hold Time + Wrap Time19.0717.7619.1719.2219.85COPQ (Due to FTR linked AHT adjustment)$0As per Attachment 1 of SOW8Abandon RatePerformance0%Calls Abandoned / Calls Offered11%10%11%10%0.16COPQ$0Calls Abandoned x AHT x Base Rate9AttritionPerformance< 2% in a monthAttrition /(No. of Persons at Beginning of Month + No. of New Joinees)6.38%9.36%17.87%6.28%0.0628COPQ$0Attrition x (Hiring, Training & Salary (pre production) per person)Total COPQ0000

Rajesh.Sehgal:Attrition target of 20% per annum

Sheet2

Sheet3