← Company BSC
PERSPECTIVE · CALCULATED FROM 69 METRICS IN YOUR SCOPE
Internal Process
Weighted 25% of the company scorecard. That weight is Ikigai’s reading of Decision 184/2023 applied at company level (T-01); Q-24 asks whether it is board-approved or ours. The arithmetic below re-runs unchanged when ACF sets the real weights.
HOW THIS NUMBER IS CALCULATED
45
COMPANY CARD SCORE
1 of 4 named metrics
58
ACROSS THE WHOLE REGISTRY
21 of 69 metrics
Both are the unweighted mean of whatever can be scored — A-30, Ikigai’s formula, not ACF’s. Neither is weighted by priority band: a band decides where attention goes in the simulator, and letting it move the score too would mean the number changed when nothing measured changed.
These two numbers differ, and only the left one is on the company scorecard. The BSC averages the 4 metrics the card names; the right-hand figure averages all 69 in the perspective. Neither is wrong; they answer different questions. Quoting one as the other is how an organisation ends up with two figures for the same thing.
69
IN THE REGISTRY
21
SCORABLE — 30%
48
CANNOT CONTRIBUTE
2
ON THE COMPANY CARD
40% OF THIS PERSPECTIVE'S ATTENTION CAN ACTUALLY BE SPENT
The 25% this perspective carries is split among its members by priority band (13 §A.3). Of that, 60% sits on metrics that cannot be scored at all — so no weighting, however it is set, can reach it. That is the single number that explains why the strategy simulator barely moves.
THE CERTIFICATION QUEUE, IN PRIORITY ORDER
- P2OP-01Disbursement TAT by step— No agreed target — there is nothing to be off until the metric owner sets one
- P2OP-09Double-disbursement incidents— Zero target — a ratio score against zero is undefined (Q-34)
- P2TS-08QA / compliance call score— Never measured — a source is named but produces nothing
- P3AP-08Score-band cut-off adherence— Zero target — a ratio score against zero is undefined (Q-34)
- P3AP-11KRI 376/2024 — assessment errors— Zero target — a ratio score against zero is undefined (Q-34)
- P3CO-10Call-window compliance— Zero target — a ratio score against zero is undefined (Q-34)
EVERY INTERNAL PROCESS METRIC IN YOUR SCOPE — HIGHEST PRIORITY FIRST
| METRIC | PRIORITY | SHARE | STATE | VALUE VS TARGET | SCORE | CONTRIBUTES? |
|---|---|---|---|---|---|---|
| Direct Disbursement Ratio (DDR)REGON THE COMPANY CARD CG-01 · Corporate Governance · KRI · LEAD | P1 | 3.5% | Off target◇MANUAL | 67.4% vs 30.0% | 45 | ✓ in the mean |
| FPD5+ on approved vintage AP-09 · Appraisal / Underwriting · KRI · LEAD | P2 | 2.8% | On target◇MANUAL | 1.8% vs 4.0% | 130 | ✓ in the mean |
| Direct Disbursement Ratio (flow basis)REG CG-01B · Corporate Governance · KRI · LEAD | P2 | 2.8% | Off target◇MANUAL | 48.9% vs 30.0% | 61 | ✓ in the mean |
| AML report submission statusREG CG-05 · Corporate Governance · KRI · LEAD | P2 | 2.8% | Stale◇MANUAL | 23.9% vs 100.0% | 130 | ✓ in the mean |
| Disbursement TAT by stepON THE COMPANY CARD OP-01 · Operations Department · KPI · LEAD | P2 | 2.8% | No target◇MANUAL | 0.8 vs — | — | ✕ No agreed target — there is nothing to be off until the metric owner sets one |
| Double-disbursement incidents OP-09 · Operations Department · KRI · LAG | P2 | 2.8% | Off target◇MANUAL | 4,635.5 vs 0 | — | ✕ Zero target — a ratio score against zero is undefined (Q-34) |
| QA / compliance call score TS-08 · Telesales · KPI · LEAD | P2 | 2.8% | No data○UNMEASURED | — vs 90.0% | — | ✕ Never measured — a source is named but produces nothing |
| Score-band cut-off adherence AP-08 · Appraisal / Underwriting · KPI · LEAD | P3 | 2.1% | On target◈MANAGED | 0 vs 0 | — | ✕ Zero target — a ratio score against zero is undefined (Q-34) |
| KRI 376/2024 — assessment errors AP-11 · Appraisal / Underwriting · KRI · LEAD | P3 | 2.1% | On target◇MANUAL | 0.0% vs 0.0% | — | ✕ Zero target — a ratio score against zero is undefined (Q-34) |
| Roll-forward rate CO-02 · Collections / Debt Recovery · KPI · LEAD | P3 | 2.1% | Off target◇MANUAL | 3.5% vs 3.0% | 85 | ✓ in the mean |
| Call-window compliance CO-10 · Collections / Debt Recovery · GUARD · LEAD | P3 | 2.1% | On target◇MANUAL | 3,111.2 vs 0 | — | ✕ Zero target — a ratio score against zero is undefined (Q-34) |
| FPD5+ by vintage CR-01 · Credit Risk & Portfolio Management · KRI · LEAD | P3 | 2.1% | On target◇MANUAL | 2.4% vs 4.0% | 130 | ✓ in the mean |
| Merchant NST monitoring CR-07 · Credit Risk & Portfolio Management · KRI · LEAD | P3 | 2.1% | Off target◇MANUAL | 4.3% vs 3.0% | 70 | ✓ in the mean |
| Close cycle days FN-06 · Finance & Accounting · KPI · LEAD | P3 | 2.1% | Off target◇MANUAL | 3,001.5 vs 2 | 0 | ✓ in the mean |
| STRAVIS submission timeliness FN-08 · Finance & Accounting · KPI · LAG | P3 | 2.1% | Off target◇MANUAL | 7.4% vs 100.0% | 7 | ✓ in the mean |
| % of regulatory reports produced manually FN-09 · Finance & Accounting · KRI · LEAD | P3 | 2.1% | On target◇MANUAL | 71.4% vs 0.0% | — | ✕ Zero target — a ratio score against zero is undefined (Q-34) |
| Incident volume by root cause IT-06 · IT Infrastructure & Operations · KPI · LEAD | P3 | 2.1% | No target◈MANAGED | 5.4 vs — | — | ✕ No agreed target — there is nothing to be off until the metric owner sets one |
| Achieved RTO / RPO at last DR test IT-08 · IT Infrastructure & Operations · KPI · LAG | P3 | 2.1% | No data○UNMEASURED | — vs — | — | ✕ No agreed target — there is nothing to be off until the metric owner sets one |
| DR test currency IT-12 · IT Infrastructure & Operations · KRI · LEAD | P3 | 2.1% | Off target◇MANUAL | 8.6 vs 180 | 5 | ✓ in the mean |
| Monthly archive reconciliation completed OP-08 · Operations Department · KPI · LAG | P3 | 2.1% | Off target◇MANUAL | 70.4% vs 100.0% | 70 | ✓ in the mean |
| T+1 fee reconciliation completed OP-11 · Operations Department · KPI · LAG | P3 | 2.1% | Off target◈MANAGED | 0.7% vs 100.0% | 1 | ✓ in the mean |
| FPD5+ on telesales-originated vintage TS-09 · Telesales · KRI · LEAD | P3 | 2.1% | On target◇MANUAL | 2.6% vs 4.0% | 130 | ✓ in the mean |
| Applications received AP-01 · Appraisal / Underwriting · KPI · LEAD | P4 | 1.4% | No target◈MANAGED | 12,940.4 vs — | — | ✕ No agreed target — there is nothing to be off until the metric owner sets one |
| TAT — Installment CD AP-03 · Appraisal / Underwriting · KPI · LEAD | P4 | 1.4% | No target◈MANAGED | 14.3 vs — | — | ✕ No agreed target — there is nothing to be off until the metric owner sets one |
| TAT — ACS cross-sell AP-04 · Appraisal / Underwriting · KPI · LEAD | P4 | 1.4% | No target◈MANAGED | 23.8 vs — | — | ✕ No agreed target — there is nothing to be off until the metric owner sets one |
| TAT — Cash NTB AP-05 · Appraisal / Underwriting · KPI · LEAD | P4 | 1.4% | No target◈MANAGED | 41.3 vs — | — | ✕ No agreed target — there is nothing to be off until the metric owner sets one |
| Decline-reason mix AP-06 · Appraisal / Underwriting · KPI · LEAD | P4 | 1.4% | No target◈MANAGED | 42.4% vs — | — | ✕ No agreed target — there is nothing to be off until the metric owner sets one |
| QA sample pass rate AP-10 · Appraisal / Underwriting · GUARD · LEAD | P4 | 1.4% | Off target◇MANUAL | 51.6% vs 95.0% | 54 | ✓ in the mean |
| Policy currency CG-06 · Corporate Governance · KPI · LEAD | P4 | 1.4% | Off target◇MANUAL | 37.1% vs 95.0% | 39 | ✓ in the mean |
| Open audit findings ageing CG-07 · Corporate Governance · KPI · LAG | P4 | 1.4% | Off target◇MANUAL | 3,866.6 vs 0 | — | ✕ Zero target — a ratio score against zero is undefined (Q-34) |
| Operational-risk loss events CG-08 · Corporate Governance · KRI · LAG | P4 | 1.4% | No target◇MANUAL | 1435.6% vs — | — | ✕ No agreed target — there is nothing to be off until the metric owner sets one |
| T24 availability IT-01 · IT Infrastructure & Operations · KPI · LAG | P4 | 1.4% | No data○UNMEASURED | — vs — | — | ✕ No agreed target — there is nothing to be off until the metric owner sets one |
| LOOMS / eKYC availability IT-02 · IT Infrastructure & Operations · KPI · LAG | P4 | 1.4% | No data○UNMEASURED | — vs — | — | ✕ No agreed target — there is nothing to be off until the metric owner sets one |
| DWH / BI / StringeeX availability IT-03 · IT Infrastructure & Operations · KPI · LAG | P4 | 1.4% | No data○UNMEASURED | — vs — | — | ✕ No agreed target — there is nothing to be off until the metric owner sets one |
| P1 incident response vs SLA IT-04 · IT Infrastructure & Operations · KPI · LEAD | P4 | 1.4% | Off target◈MANAGED | 0.7% vs 95.0% | 1 | ✓ in the mean |
| MTTR by severity IT-05 · IT Infrastructure & Operations · KPI · LAG | P4 | 1.4% | No target◈MANAGED | 2,741.9 vs — | — | ✕ No agreed target — there is nothing to be off until the metric owner sets one |
| COB / EOD batch completion within window IT-07 · IT Infrastructure & Operations · KPI · LEAD | P4 | 1.4% | No data○UNMEASURED | — vs 99.0% | — | ✕ Never measured — a source is named but produces nothing |
| Change success rate IT-09 · IT Infrastructure & Operations · GUARD · LAG | P4 | 1.4% | Off target◈MANAGED | 59.4% vs 95.0% | 63 | ✓ in the mean |
| Reopened-incident rate IT-10 · IT Infrastructure & Operations · GUARD · LAG | P4 | 1.4% | Off target◈MANAGED | 46.7% vs 5.0% | 11 | ✓ in the mean |
| Reconciliation match rate IT-11 · IT Infrastructure & Operations · KRI · LEAD | P4 | 1.4% | No target◇MANUAL | 63.5% vs — | — | ✕ No agreed target — there is nothing to be off until the metric owner sets one |
| Dials per agent per day TS-01 · Telesales · KPI · LEAD | P4 | 1.4% | No target◈MANAGED | 1,344.7 vs — | — | ✕ No agreed target — there is nothing to be off until the metric owner sets one |
| Contactability rate TS-02 · Telesales · KPI · LEAD | P4 | 1.4% | No target◈MANAGED | 51.6% vs — | — | ✕ No agreed target — there is nothing to be off until the metric owner sets one |
| Average handling time TS-12 · Telesales · KPI · LEAD | P4 | 1.4% | No target◈MANAGED | 30.2 vs — | — | ✕ No agreed target — there is nothing to be off until the metric owner sets one |
| Partner contract cycle time BM-01 · Business Management · KPI · LEAD | P5 | 0.7% | No target◇MANUAL | 6,277.8 vs — | — | ✕ No agreed target — there is nothing to be off until the metric owner sets one |
| POS onboarding TAT BM-02 · Business Management · KPI · LEAD | P5 | 0.7% | No target◇MANUAL | 3 vs — | — | ✕ No agreed target — there is nothing to be off until the metric owner sets one |
| Subsidy-to-rate conversion governance BM-05 · Business Management · KRI · LEAD | P5 | 0.7% | No data◇MANUAL | — vs — | — | ✕ No agreed target — there is nothing to be off until the metric owner sets one |
| Scheme coverage per POS BM-07 · Business Management · KPI · LEAD | P5 | 0.7% | No target◇MANUAL | 1,959.8 vs — | — | ✕ No agreed target — there is nothing to be off until the metric owner sets one |
| Dealer exclusion / blacklist hits BM-08 · Business Management · KRI · LEAD | P5 | 0.7% | No target◇MANUAL | 0.7 vs — | — | ✕ No agreed target — there is nothing to be off until the metric owner sets one |
| Portfolio coverage CO-05 · Collections / Debt Recovery · KRI · LEAD | P5 | 0.7% | No target◇MANUAL | 55,473.1 vs — | — | ✕ No agreed target — there is nothing to be off until the metric owner sets one |
| Contact rate CO-06 · Collections / Debt Recovery · KPI · LEAD | P5 | 0.7% | No target◇MANUAL | 54.5% vs — | — | ✕ No agreed target — there is nothing to be off until the metric owner sets one |
| Waiver volume and approval level CO-12 · Collections / Debt Recovery · KRI · LEAD | P5 | 0.7% | No target◇MANUAL | 100.5% vs — | — | ✕ No agreed target — there is nothing to be off until the metric owner sets one |
| Roll rates by bucket CR-03 · Credit Risk & Portfolio Management · KPI · LEAD | P5 | 0.7% | No target◇MANUAL | 13.7% vs — | — | ✕ No agreed target — there is nothing to be off until the metric owner sets one |
| Restructuring volume CR-10 · Credit Risk & Portfolio Management · GUARD · LEAD | P5 | 0.7% | No target◇MANUAL | 1,606.9 vs — | — | ✕ No agreed target — there is nothing to be off until the metric owner sets one |
| Fraud decline rate FR-01 · Fraud Prevention & Investigation · KPI · LEAD | P5 | 0.7% | No target◈MANAGED | 23.9% vs — | — | ✕ No agreed target — there is nothing to be off until the metric owner sets one |
| Pre-disbursement rejections FR-02 · Fraud Prevention & Investigation · KPI · LEAD | P5 | 0.7% | No target◇MANUAL | 265.2 vs — | — | ✕ No agreed target — there is nothing to be off until the metric owner sets one |
| Investigation cases FR-03 · Fraud Prevention & Investigation · KPI · LAG | P5 | 0.7% | No target◇MANUAL | 41.5 vs — | — | ✕ No agreed target — there is nothing to be off until the metric owner sets one |
| Typology mix FR-04 · Fraud Prevention & Investigation · KPI · LEAD | P5 | 0.7% | No target◇MANUAL | 210.3 vs — | — | ✕ No agreed target — there is nothing to be off until the metric owner sets one |
| Detection lag FR-05 · Fraud Prevention & Investigation · KPI · LEAD | P5 | 0.7% | No target◇MANUAL | 5,312.2 vs — | — | ✕ No agreed target — there is nothing to be off until the metric owner sets one |
| Blacklist hit rate FR-06 · Fraud Prevention & Investigation · KPI · LEAD | P5 | 0.7% | No target◇MANUAL | 68.1% vs — | — | ✕ No agreed target — there is nothing to be off until the metric owner sets one |
| eKYC false-accept incidents FR-08 · Fraud Prevention & Investigation · KRI · LAG | P5 | 0.7% | No target◇MANUAL | 2,226.7 vs — | — | ✕ No agreed target — there is nothing to be off until the metric owner sets one |
| Ex-employee access retention FR-09 · Fraud Prevention & Investigation · KRI · LEAD | P5 | 0.7% | No target◇MANUAL | 6.8 vs — | — | ✕ No agreed target — there is nothing to be off until the metric owner sets one |
| New POS onboarding TAT NS-06 · National Sales Network · KPI · LEAD | P5 | 0.7% | No target◇MANUAL | 2.6 vs — | — | ✕ No agreed target — there is nothing to be off until the metric owner sets one |
| FPD5+ by POS NS-10 · National Sales Network · KRI · LEAD | P5 | 0.7% | No target◇MANUAL | 8.2% vs — | — | ✕ No agreed target — there is nothing to be off until the metric owner sets one |
| Maker/checker SLA adherence OP-02 · Operations Department · KPI · LEAD | P5 | 0.7% | Off target◇MANUAL | 46.0% vs 95.0% | 48 | ✓ in the mean |
| eKYC success rate OP-04 · Operations Department · KPI · LEAD | P5 | 0.7% | No target◇MANUAL | 64.3% vs — | — | ✕ No agreed target — there is nothing to be off until the metric owner sets one |
| Rejection at disbursement OP-06 · Operations Department · GUARD · LAG | P5 | 0.7% | On target◇MANUAL | 36.8% vs 2.0% | 130 | ✓ in the mean |
| Paper contract received within 5 working days OP-07 · Operations Department · KPI · LEAD | P5 | 0.7% | Off target◇MANUAL | 4.4% vs 98.0% | 5 | ✓ in the mean |
| Unmatched payment rate OP-10 · Operations Department · KRI · LEAD | P5 | 0.7% | Stale◇MANUAL | 19.9% vs — | — | ✕ No agreed target — there is nothing to be off until the metric owner sets one |
| Time-to-launch a scheme PD-07 · Product Development & Marketing · KPI · LEAD | P5 | 0.7% | No target◇MANUAL | 1,177.3 vs — | — | ✕ No agreed target — there is nothing to be off until the metric owner sets one |
48 of 69 cannot contribute to the score above. A perspective number computed from the rest is not wrong — it is narrower than it looks, and this table is the width of it.