(GBR) Monitoring KPIs

To measure an individual's progress against KPIs, first set up specific indicators. PeopleSoft includes the following broad categories of performance indicators as part of the application; within these categories, however, you must choose (and in some cases set up) the exact indicators that you want to use:

Performance indicator categories are:

• Complaints: Number of complaints against the individual versus those against the company.

• Persistency (of business sold): Percentage of the sold business that is still in force.

• Spread of Business: The range of products that the individual is selling.

• Not Taken Up (NTU): Number of proposals that have been submitted, but not put into force.

• Factfind Completion: Check on accuracy, completeness, and quality of service.

To set up and use performance indicators:

1. Define complaint types on the Complaint Type page.

   Complaint types are the kinds of problems that customers make against a regulated individual. For example, "Gave poor advice," or "Sold inappropriate product" are complaints that a customer might log.

2. Register complaints against an individual on the RI Complaints (regulated individual complaints) page.

3. Define products and product types on the Product Type page.

   This is important because the majority of delivered KPIs — persistency, spread of business, and NTUs — measure an individual's success in selling or maintaining customer satisfaction with regard to products.

   Note: Before you can measure persistency, spread of business, and NTUs, you must define products and product types. Link these products and product types to a company, and then associate the products and services to the regulated individuals who provide them.

4. Associate products and product types with companies on the Company Compliance – Products page.

   Before you can monitor these KPIs, specify the types or classes of products and services that your company provides, and then associate the products and services to the individuals who are responsible for selling them.

5. Associate products and services with the regulated individuals who are responsible for selling them on the RI Product (regulated individual product) page.

   The products that you identify on this page are those that you previously defined on the Product Type page.

6. Enter KPI review details, such as review date and frequency type, on the KPI Review (key performance indicator review) page.

7. On the KPI Statistics (key performance indicator statistics) page, enter complaint, persistency, spread of business, NTU , and factfind completion data for the individual.

Use the Complaint Type page (PCMP_COMPL) to define complaint types that customers might make against a regulated individual.

Image: Complaint Type page

This example illustrates the fields and controls on the Complaint Type page.

Use the RI Complaints (regulated individual complaint) page (PCMP_RI_COMPL) to register complaints against an individual.

Image: RI Complaints page

This example illustrates the fields and controls on the RI Complaints page.

Use the Product Type page (PCMP_PROD_TYPE) to define products and product types to measure persistency, spread of business, and NTUs.

Image: Product Type page

This example illustrates the fields and controls on the Product Type page.

Use the Products page (PCMP_COMPANY_TBL2) to associate products with the companies that provide them.

Image: Products page

This example illustrates the fields and controls on the Products page.

Use the KPI Review (key performance indicator review) page (PCMP_RI_KPI_REV) to enter KPI review details.

Image: KPI Review page

This example illustrates the fields and controls on the KPI Review page.

Use the KPI Statistics (key performance indicator statistics) page (PCMP_RI_KPI_REV2) to define KPI statistics for the individual whose performance you want to measure.

Image: KPI Statistics page

This example illustrates the fields and controls on the KPI Statistics page.