| Functions |
Sales
- Monitor share of market / display / competitor sales intelligence
- Tracking SKU and product-wise pattern across regions / outlets
- Tracking impacts of campaigns on product sales
|
Customer Services
- Monitor service level across multiple channels and providers
- Monitor mix of customer contacts and predictive metrics for the same
- Track
|
Program Management
- Monitor programs in terms of spend and performance
- Track program framework - services, operational performance, satisfaction
- Centralized customers, vendors and internal stakeholders view
|
Vendor Management
- Monitor key performance metrics of multiple vendors
- Compare and benchmark vendors on key parameter of cost, delivery and service
- Manage service level agreement and adherence on an ongoing basis
|
QA
- Measure quality assurance standard and analyze key areas of quality issues
- Manage product / release-wise issue resolution performance
- Track the internal processes for systematic improvement towards defect reduction and program such as six sigma
|
Back Office / Operations
- Monitor back office personnel, process performance, and predict future requirements
- Track and compare multiple provider and processes for benchmarking
- Track exception and run process improvement programs for operation
|
Human Resources
- Track talent management metrics, and manage leadership program
- Tracking employee satisfaction and key area of improvement
|
IT
- Monitor IT services and their availability and service levels
- Track IT resourcing and spend and efficiencies
- Track portfolios of ongoing IT initiatives and their progress and success
|
Finance
- Monitor Revenues, Cost and Margins across product lines
- Track receivable and ageing of various outstanding receivables
- Track cash flow as well as other revenues and outflow
|
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