← Collections / Debt Recovery
CUSTOMER · KRI · LEADING
Conduct / complaint rateCO-09
29.4%✕ Off target◇MANUAL
THRESHOLD BANDS — PROPOSED_BY_IKIGAI
DEFINITION
- Formula
- complaints ÷ accounts in collection
- Unit / direction
- pct · lower better
- Source system
- CS + Nexusti
- Refresh
- daily_t1
- Target
- 0 substantiated
- Target status
- From an ACF document
- Baseline in context/
- caps: ≤5 reminders/day, 07:00–21:00; SBV letters; ~45% usury allegation
OWNERSHIP — two roles, two people (R-G-02)
Metric owner — owns the target and the result
Head of Debt Collection Operations
Data owner — owns the source system and pipeline
IT System Development
Both proposed by Ikigai and awaiting ACF confirmation (DEC-02).
COMMENTARY — why the number is what it is
No commentary recorded for this metric. A red tile with no explanation is the failure mode the current monthly pack already has.
Commentary is attached to the metric and period, not to a slide. It survives the month — which is what makes a variance reviewable at the next meeting instead of re-argued. Prototype — read-only fixtures; at fullstack this is the COMMENT table with author identity from AD.