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PROTOTYPE — MOCK DATAFigures are generated fixtures derived from the registry. Not ACF actuals.
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LAYER 3 — DEPARTMENT KPI PACK

Operations Department

12 metrics6 leading · 6 lagging11 manual1 managed6 without a target
Disbursement TAT by step
OP-01
0.8
No target
MANUALLOOMS⏱ T+1

Head of Operations Department·IT System Development

Maker/checker SLA adherence
OP-02
46.0%
-49.0pp vs target 95.0%
MANUALLOOMS⏱ T+1target proposed

Head of Operations Department·IT System Development

Disbursements per day
OP-03
154.4
No target
MANUALT24⏱ T+1

Head of Operations Department·IT System Planning

eKYC success rate
OP-04
64.3%
No target
MANUALeKYC/eSign (FPT)⏱ T+1

Head of Operations Department·IT System Development

eSign completion rate
OP-05
5.1%
No target
MANUALeKYC/eSign⏱ T+1

Head of Operations Department·IT System Development

Rejection at disbursement
OP-06
36.8%
+34.8pp vs target 2.0%
MANUALLOOMS⏱ T+1target proposed

Head of Operations Department·IT System Development

Paper contract received within 5 working days
OP-07
4.4%
-93.6pp vs target 98.0%
MANUALOps register⏱ T+1target proposed

Head of Operations Department·IT System Planning

Monthly archive reconciliation completed
OP-08
70.4%
-29.6pp vs target 100.0%
MANUALOps register⏱ T+1

Head of Operations Department·IT System Planning

Double-disbursement incidents
OP-09
4,635.5
Off target
MANUALT24 + PGW⏱ T+1

Head of Operations Department·IT System Planning

Unmatched payment rate
OP-10
19.9%
Stale
MANUALPayment GW + T24⏸ STALE

Head of Operations Department·IT System Planning

T+1 fee reconciliation completed
OP-11
0.7%
-99.3pp vs target 100.0%
MANAGEDPayment GW⏱ T+1

Head of Operations Department·IT System Development

Customer complaint resolution TAT
OP-12
81.8
No target
MANUALCS register⏱ T+1

Head of Operations Department·IT System Planning

LAYER 4 · NO ROSTER FOR THIS DEPARTMENT

Nobody in Operations Department has an employee record loaded, so there is no individual layer here — not an empty one, an absent one. Q-18 has not confirmed that an employee master with stable ids exists, or where it lives, and inventing one to fill this panel would make Layer 4 look far closer than it is.

See every department's Layer-4 position →
INTERNAL PROCESS · WHAT WE NEED BACK
  1. Is this what you are accountable for? Delete what is not; add what is missing.
  2. Is the formula right — especially the denominator?
  3. Who is the metric owner and who is the data owner? They must be two different people.
  4. What is the target, and on what basis was it set?
  5. Where does the number come from today — which system, or which spreadsheet?