Internal control department

.

.

Strategic area Budget Parameter(%)

Actual result(%)

Impact of Risk

Risk owners

Customer satisfaction 90% 45% High Mgt, HR,

Operation & sales

Waiting time 90% 50% Medium HR, Sales team &

Operations

Customer loyalty 95% 40% High Sales, Operation &

HR

Cost reduction 5% 15% Low Mgt & Finance

dept.

Increase in revenue 95% 40% High Sales team,

Operation

Increase in profitability 95% 35% High Sales, Finance,

operation

Business process efficiency 95% 40% High Internal control &

mgt

Lower cycle time 95% 85% Low All dept.