[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"detail-sidebar-cat-1-en-105":3,"doc-seo-277166-105":53,"doc-detail-277166-en":126},{"code":4,"msg":5,"data":6},0,"success",[7,14,19,24,29,34,39,44,49],{"id":8,"doc_module":9,"doc_module_name":10,"category_name":11,"show_sort_weight":12,"slug":13},11,1,"Template","Presentations",90,"presentations",{"id":15,"doc_module":9,"doc_module_name":10,"category_name":16,"show_sort_weight":17,"slug":18},12,"Resumes",80,"resumes",{"id":20,"doc_module":9,"doc_module_name":10,"category_name":21,"show_sort_weight":22,"slug":23},14,"Invoices",70,"invoices",{"id":25,"doc_module":9,"doc_module_name":10,"category_name":26,"show_sort_weight":27,"slug":28},15,"Posters",60,"posters",{"id":30,"doc_module":9,"doc_module_name":10,"category_name":31,"show_sort_weight":32,"slug":33},16,"Social Media",50,"social-media",{"id":35,"doc_module":9,"doc_module_name":10,"category_name":36,"show_sort_weight":37,"slug":38},17,"Forms",40,"forms",{"id":40,"doc_module":9,"doc_module_name":10,"category_name":41,"show_sort_weight":42,"slug":43},18,"Letters",30,"letters",{"id":45,"doc_module":9,"doc_module_name":10,"category_name":46,"show_sort_weight":47,"slug":48},21,"Paper Templates",5,"papers-templates",{"id":50,"doc_module":9,"doc_module_name":10,"category_name":51,"show_sort_weight":4,"slug":52},158,"General","general-158",{"code":4,"msg":54,"data":55},"ok",{"site_id":56,"language":57,"slug":58,"title":59,"keywords":60,"description":61,"schema_data":62,"social_meta":119,"head_meta":121,"extra_data":123,"updated_unix":125},105,"en","kpi-schedule-key-performance-indicator-schedule","KPI Schedule - Key Performance Indicator Schedule","","KPI Schedule defines measurable performance targets across Service, Delivery, Quality, and Cost for regular monitoring. It specifies KPI No, activity description, measurement formula, frequency (mostly quarterly, some annual), and required target percentages or criteria. Metrics include management information timeliness, critical and standard response times with definitions, fix time compliance, first-time fix rate, delivery and installation on-time rate, product uptime across primary functions, client satisfaction survey perception, price competitiveness, and invoice accuracy for timely, accurate billing.",{"@graph":63,"@context":118},[64,80,101],{"@type":65,"itemListElement":66},"BreadcrumbList",[67,71,74,77],{"item":68,"name":69,"@type":70,"position":9},"https://docshare.wps.com","Home","ListItem",{"item":72,"name":10,"@type":70,"position":73},"https://docshare.wps.com/template/",2,{"item":75,"name":11,"@type":70,"position":76},"https://docshare.wps.com/template/presentations/",3,{"item":78,"name":59,"@type":70,"position":79},"https://docshare.wps.com/template/kpi-schedule-key-performance-indicator-schedule/277166/",4,{"url":78,"name":59,"@type":81,"image":82,"author":87,"headline":59,"publisher":90,"fileFormat":93,"inLanguage":57,"description":61,"dateModified":94,"datePublished":95,"encodingFormat":93,"isAccessibleForFree":96,"interactionStatistic":97},"DigitalDocument",{"url":83,"@type":84,"width":85,"height":86},"https://docshare.wps.com/thumbnails/kpi-schedule-key-performance-indicator-schedule/277166.png","ImageObject",442,249,{"name":88,"@type":89},"Theodore","Person",{"url":68,"name":91,"@type":92},"DocShare","Organization","application/msword","2026-11-01","2026-09-15",true,{"@type":98,"interactionType":99,"userInteractionCount":15},"InteractionCounter",{"@type":100},"ViewAction",{"@type":102,"mainEntity":103},"FAQPage",[104,110,114],{"name":105,"@type":106,"acceptedAnswer":107},"What is the measurement basis for critical response time?","Question",{"text":108,"@type":109},"Response time is defined as the time for an engineer to attend the client site (or resolve remotely) after a fault is reported. Critical response is required when the product has completely failed and the client marks the response as critical, using (critical response on time/total no. of critical responses) × 100.","Answer",{"name":111,"@type":106,"acceptedAnswer":112},"How is first time fix rate defined and calculated?",{"text":113,"@type":109},"First Time Fix is the volume of faults per product fixed first time without requiring a follow-up visit within 4 weeks. The calculation is (number of first time fixes/total no. of fixes) × 100, tracked quarterly.",{"name":115,"@type":106,"acceptedAnswer":116},"What KPIs cover delivery, quality uptime, and cost accuracy?",{"text":117,"@type":109},"Delivery & Installation uses (delivered & installed on time/total deliveries) × 100 quarterly. Product Up Time tracks the percentage of time all primary functions run simultaneously, based on available hours in a quarter. Cost includes price competitiveness (Yes/No) annually and invoice accuracy using (accurate and on time invoices/total invoices) quarterly.","https://schema.org",{"og:url":78,"og:type":120,"og:title":59,"og:site_name":91,"og:description":61},"article",{"robots":122,"canonical":78},"index,follow",{"doc_id":124,"site_id":56},277166,1791306696,{"code":4,"msg":5,"data":127},{"doc_id":124,"user_id":128,"nickname":88,"user_avatar":129,"doc_module":9,"category_id":8,"category_name":11,"doc_title":59,"doc_description":61,"doc_content":130,"file_id":131,"file_url":132,"file_type":133,"file_size":134,"view_count":15,"is_deleted":4,"is_public":9,"is_downloadable":9,"audit_status":9,"page_count":73,"language":135,"language_code":57,"site_id":56,"html_lang":57,"table_of_contents":136,"faqs":137,"seo_title":138,"seo_description":61,"update_tm":139,"read_time":9},7971461740886,"https://ap-avatar.wpscdn.com/davatar_3d24733baf745e90a7e4bdd5f77d97b2","KEY PERFORMANCE INDICATOR (KPI) SCHEDULE\nKPI No\nActivity Description\nMeasurement\nFrequency\nTarget %\nService\n1\nManagement Information\n(Accurate and provided within required timescales).\nQuarterly\n85%\n2\nResponse Times: Critical of 2 working hrs (or otherwise agreed with Client)\nResponse time is defined as “the time it takes for an engineer to attend the Client’s site (or resolved remotely) after the fault has been reported to the Contractor”.\nCritical response time is typically required when a product has completely failed and there is no reasonable alternative product/option available.\nThe Client will indentify the response required as “critical” when reporting the fault.\n(Critical response on time/total no. of critical responses) x 100\nQuarterly\n95%\n3\nResponse Times: Standard of 4 working hrs (or 2 hours for Very High Volume) (or otherwise agreed with Client)\nResponse time is defined as “the time it takes for an engineer to attend the Client’s site (or resolved remotely) after the fault has been reported to the Contractor”.\nStandard response is required when a product has failed, however some functionality may be available or there may be an alternative product/option available.\n(Standard response on time/total no. of standard responses) x 100\nQuarterly\n88%\n4\nFix Times: 4 working hrs\n(Number of fixes within 4 hrs/total no. of fixes) x 100\nQuarterly\n86%\n5\nFirst Time Fix\nFirst Time Fix is defined as “the volume of faults per product fixed first time that did not require a follow up visit to repair a similar fault within 4 weeks”.\n(Number of first time fixes/total no. of fixes) x 100\nQuarterly\n98%\nDelivery\n6\nDelivery & Installation\n(Delivered & installed on time/total number of deliveries) x 100\nQuarterly\n97%\nQuality\n7\nProduct Up Time\nUptime is defined as the % of time that all primary functions are running simultaneously.  Primary functions include print, copy, scan, email and/or fax plus any other feature critical to the performance of the product.\n(The average uptime for products/software, based on standard working day.\u000bFor example, if there are 50 days in a quarter with an average working day of 8.5 hrs, products/software must be available for 412 hrs out of 425 hrs covered).\nQuarterly\n93%\n8\nClient Satisfaction\n(Client perception of products/services taken from agreed Client satisfaction survey)\nAnnual\n[Target for KPI 8 TBD post framework award]\nCost\n9\nPrice Competitiveness\n(Products/Services are competitively priced against benchmarked market rates).\nAnnual\nYes\nOr\nNo\n10\nInvoice Accuracy\n(Number of accurate and on time invoices/total number of invoices)\nQuarterly\n92%","cbCaikBHrBJl7SJJ","https://ap.wps.com/l/cbCaikBHrBJl7SJJ","doc",549376,"English","# KPI Schedule\n## Service\n## Delivery\n## Quality\n## Cost","[{\"question\":\"What is the measurement basis for critical response time?\",\"answer\":\"Response time is defined as the time for an engineer to attend the client site (or resolve remotely) after a fault is reported. Critical response is required when the product has completely failed and the client marks the response as critical, using (critical response on time/total no. of critical responses) × 100.\"},{\"question\":\"How is first time fix rate defined and calculated?\",\"answer\":\"First Time Fix is the volume of faults per product fixed first time without requiring a follow-up visit within 4 weeks. The calculation is (number of first time fixes/total no. of fixes) × 100, tracked quarterly.\"},{\"question\":\"What KPIs cover delivery, quality uptime, and cost accuracy?\",\"answer\":\"Delivery \\u0026 Installation uses (delivered \\u0026 installed on time/total deliveries) × 100 quarterly. Product Up Time tracks the percentage of time all primary functions run simultaneously, based on available hours in a quarter. Cost includes price competitiveness (Yes/No) annually and invoice accuracy using (accurate and on time invoices/total invoices) quarterly.\"}]","KPI Schedule - Key Performance Indicator Schedule | DOC",1789498311]