7.3 SAP Goals

GOALS FOR SAP

Period: Oct 10 to Mar 11. (Based on the data from Jan'09 - Sep'10)

Approved By:

Sr. No	Indicator	Unit	Formula	Measurement	Frequency	Source Document	Initial Goal	Min	Max	Actual	SD	Revised Goal	Min	Max	Remarks
Mandatory in the SBU Level for all type of Projects
1	Schedule Slippage (For AMS projects applicable only for Change Requests)	%	(Actual Duration – Planned Duration) * 100/ Planned Duration; where Actual Duration = Actual End Date – Actual Start Date and Planned Duration = Planned End Date – Planned Start Date	Schedule	Monthly	Project Report	10	5	15	8.44	10.97	10	5	15	As the live project trend is on the higher side, till we get enough data, the goal can be retained as 10.
2	Effort Accuracy	Ratio	1. Actual Effort / Planned Effort for Offshore ABAP & AMS 2. (Actual Effort+ Estimate of Balance Effort) / Planned Effort for Implementation & Upgrade projects	Effort	Monthly	Time Sheet / Project Report	1.2	1.1	1.3	1.1	0.18	1.2	1.1	1.3	As the live project trend is on the higher side, till we get enough data, the goal can be retained as 1.2.
3	Effort Ratio	%	Actual Management Effort consumed till date / Actual Total Effort consumed till date	Effort	Monthly	Time Sheet / Project Report	15	5	25	14.72	12.57	15	5	25	Goal is retained as previous.
4	Customer Satisfaction Index	Number	Average of Customer Satisfaction Rating	Number	End of Project/once in 6 months	Customer Feedback Form	4	3	5	4.78	0.93	4	3	5	CSS trend is encouraging for Live projects as well as the mean is good for closed projects. As per the decision taken in SEPG dated 28-10-05, Goal is retained as 4 only
5	Process Maturity		NA	NA	NA	NA	ISO 9001:2000	NA	NA	ISO 9001:2000; SAS 70 Type II Report	NA	Maintain ISO 9001:2000 & SAS 70 Type II Report	NA	NA
Additional Metrics for AMS Projects
6	SLA Adherence - Response for P1	%	(No. of calls responded within the defined response time / Total No. of Calls)*100	Time	Monthly	Remedy	90	85	95	Currently NA	Currently NA	90	85	95
7	SLA Adherence - Response for P2	%	(No. of calls responded within the defined response time / Total No. of Calls)*100	Time	Monthly	Remedy	90	85	95	Currently NA	Currently NA	90	85	95
8	SLA Adherence - Response for P3	%	(No. of calls responded within the defined response time / Total No. of Calls)*100	Time	Monthly	Remedy	90	85	95	Currently NA	Currently NA	90	85	95
9	SLA Adherence - Response for P4	%	(No. of calls responded within the defined response time / Total No. of Calls)*100	Time	Monthly	Remedy	90	85	95	Currently NA	Currently NA	90	85	95
10	SLA Adherence - Resolution for P1	%	(No. of calls ressolved within the defined resolution time / Total No. of Calls)*100	Time	Monthly	Remedy	90	85	95	Currently NA	Currently NA	90	85	95
11	SLA Adherence - Resolution for P2	%	(No. of calls ressolved within the defined resolution time / Total No. of Calls)*100	Time	Monthly	Remedy	80	75	85	Currently NA	Currently NA	80	75	85
12	SLA Adherence - Resolution for P3	%	(No. of calls ressolved within the defined resolution time / Total No. of Calls)*100	Time	Monthly	Remedy	70	65	75	Currently NA	Currently NA	70	65	75
13	SLA Adherence - Resolution for P4	%	(No. of calls ressolved within the defined resolution time / Total No. of Calls)*100	Time	Monthly	Remedy	70	65	75	Currently NA	Currently NA	70	65	75
Optional for the project
14	Review Effectiveness	%	Total no. of Defects found during Review / Total No. of Defects	Defect	End of Project / release	Project Report	70	60	80						Not to be captured as the metrics is not adding any value ( Ref: SEPG MOM dated 15-06-05)
15	Defect Removal Effectiveness	%	Defects Found by SISL Before delivery / (Defects found by SISL Before Delivery + Defects found by customer after Delivery during Acceptance & Maintenance)	Defect	End of Project / release	Project Report	90	80	100						Not to be captured as the metrics is not adding any value ( Ref: SEPG MOM dated 15-06-05)
16	Re use	%	% Effort saving due to re-use	Tme	End of Project / release	Project Report	5	0	10	Currently NA	Currently NA	5	0	10	Not enough data to revise the goal
17	Re-Work	%	(Rework Effort / Total Effort) * 100	Time	End of Project	Project Report	10	5	15						Not to be captured as the metrics is not adding any value ( Ref: SEPG MOM dated 15-06-05)
Metrics for Training
18	Training Rate	Number	Average days of Trainings conducted / Person	Days	Yearly	Training Records	5	4	6	Currently NA	Currently NA	5	4	6	Data captured is not complete & neither analyzed till date. Hence decided to retain the same Goal.
Standard Service Level Agreement Norms for Application Management Support Projects. This may be different if defined by customer.
Nature of Call	Priority	Response time	Resolution time		Nature of Call
L1					L1: Simple Query
	P1	0.25	1
	P2	0.5	1		L2: Master Data Change
	P3	0.5	1.5
	P4	0.5	1.5		L3: Customizing or ABAP Development
L2
	P1	0.25	2		L4: OSS
	P2	0.5	3
	P3	0.5	3		Priority
	P4	0.5	4		P1: Urgent
L3
	P1	0.5	10		P2: High
	P2	0.5	10
	P3	0.5	14		P3: Medium
	P4	0.5	16
L4					P4: Low
	P1	0.5	12
	P2	0.5	12
	P3	0.5	16
	P4	0.5	18