Industry: Pharmaceutical

Function: Customer Service

Value-Added Results/Weights	Performance Standards
Correctly filled orders (20%)	• All orders are filled the same day received. • 98% of orders are filled correctly.
Solved problems or recommended solutions (20%)	• More than 2 customer compliments/month. • 98% accurate transactions (orders, returns, etc.). • No more than 2 customer complaints/month.
Motivated and performing work group (20%)	• No more than 10% turnover. • No more than 2% error rate. • Regularly receive compliments from customers and suggestions from the team.
Correctly credited returns (10%)	• 95%—98% of returns are completed accurately and without customer complaint. • All returns are processed within 5 days.
Routed calls (10%)	• No more than 1% of all who call to complain about misrouted calls. • 95% of all calls are answered within 20 seconds.
Process improvement suggestions (5%)	• The Customer Service Manager has a suggestion for solving every problem.
Documented product complaints (5%)	• 98% accuracy on form. • 98% of customers are satisfied.
Product and service updates (5%)	• 98% of updates are accurate. • Customers give a rating of "A" on report cards.
Budget compliance (5%)	• Actual spending is 95%—100% of budget. • All budgeted expenditures are completed.

Customer Diagram: Customer Service Manager