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The company's success significantly relies on its leadership and other organizational activities and operations. Consequently, it is essential for the business to assess the success and effectiveness of the majority of its operations. This measurement might be accomplished via the use of key performance indicators. KPI analysis refers to the evaluation of performance using key indicators of the organization (Radovi?, & Stevi?, 2018). This study will do a KPI analysis of a Bay Area IT solutions firm. The firm is situated in San Jose, California, and offers a range of unique solutions, including maintenance and repair services for corporate offices and other organizations. The firm is recognized for offering solutions to both organizations and people via its managed services, including network administration, network design and implementation, remote access VPN, and network security. The firm focuses in site design, domain name services, and SEO.
KPI analysis involves optimizing the output of performance indicators and evaluating the company's performance accordingly. The significance of all the consistent analysis is reflected in the quality of the presented data (Gusnadi & Hermawan, 2019). The organization's KPI analysis is conducted based on seven distinct performance indicators. The company's performance is analyzed based on individual factors, after which it employs diverse techniques to enhance areas where performance is deficient.
The Bay Area IT solutions firm has performed well over the previous two years. The corporation has enhanced its operations and shown good development after the global expansion of the epidemic. The organization will be segmented and analyzed, with six distinct KPIs offering a comprehensive perspective of its performance.
The functional KPI would evaluate the performance of the Bay Area IT solution provider on its maintenance of functions and duties. This will provide a comprehensive study of the company's fundamental functional duties and the efficiency of each technological area of the organization.
The company's activities have been functioning well, supported by highly competent workforce (Cuong, 2020). The company's customer satisfaction percentage is at about 86 percent, reflecting a 5 percent improvement over the previous year's figure. This may be ascribed to the very skillful and brilliant acquisition. The corporation has improved its technical capabilities by generating distinctive software that offers a significant competitive edge over other companies. The organization's internal satisfaction rating has shown a favorable position, with a rate of 93 percent. The response ticket rates have been commendable, as the organization has effectively addressed the majority of customer inquiries and concerns within 2 to 3 business days. The organization is recognized for its exceptional customer service and highly proficient staff (BAN?A, 2018).
The crisis management KPI evaluates the organization's performance on risk management and recovery rates (Wannes & Ghannouchi, 2019). According to the mean time to recover metrics, the organization has done very well, achieving just 15 minutes. The corporation has shown commendable outcomes in risk management despite the server outages experienced by the organization. The company's performance system downtime has been recorded as zero for the last two years.
This KPI evaluates the organization's transformation obligations. This indicator demonstrates the department's regulations in facilitating change and attaining the organization's goals and objectives.
Security serves as an indication of the organization's functional duties; nevertheless, current advancements and the significance of security in relation to digital growth have transformed it into a key performance indicator (KPI) for organizational transformation. The company's technology has been deemed highly secure, with the majority of customers offering positive comments on the security of the software and systems (Kaiser, K., & S David Young 2018). Approximately 83 percent of users have said that they see the program as very secure, while the remaining 13 percent express satisfaction but have some reservations regarding the protection of their browser and business data. In terms of digital security and firewall systems, it has an average rating of 4.5 from the majority of consumers.
The customer experience has been mostly favorable, with the majority of clients reporting that the program is user-friendly, and business sales have increased by 3% over the previous two decades. The company's customer satisfaction percentage is 86%, indicating a high level of satisfaction (Paduloh, 2020). Regarding the customer experience related to post-service and maintenance, the majority of consumers have expressed satisfaction with both complaint resolution and post-sales service. The firm has surpassed the majority of its rivals in several ways.
The company's prices are significantly elevated compared to competitors, resulting in suboptimal results regarding its pricing strategy. The organization has shown significant maintenance costs in accordance with the prevalent approach of using cloud-based services. The hardware improvements were identified as particularly time-consuming and pricey, resulting in a 13% rise in the company's expenditures. The company's achievement on cost and time savings indicates significant engagement in technology progress.
This serves as the conclusive signal for the evaluation of the Bay Area IT solutions firm. The strategic KPI evaluates the company's performance in relation to how strategic decisions and choices have facilitated growth and profit generation. This encompasses the company's performance across all sectors and the analysis of numerous market dynamics and the company's performance within each sector.
The Bay IT solution has substantially augmented its earnings. The firm has seen a 13 percent boost in earnings. Consequently, after the epidemic, the company's revenue generating has risen by 25 percent. The company's sales have risen by 10 percent, far surpassing those of its rivals.
The market share metric of KPI evaluates the company's market performance and its proportion of the market it occupies. The corporation has augmented its market share by 1.5 percent. The firm has indicated that over 80% of their clients have returned for further treatments. The firm has determined that its market retention performance has been exceptional. The firm has been doing well by offering VPN services and security software. The organization has determined that it is excelling in the corporate market relative to individual service providers. The firm excelled as remote work and access significantly expanded its market share. The pandemic has compelled enterprises to devise diverse network design and implementation tactics, therefore enhancing sales and augmenting market share.
This explanation may be succinctly stated that the corporation has performed well even amid the Covid-19 epidemic. The organization has surpassed most markers; nonetheless, it has shown significant deficiencies in cost efficiency and time management tactics. The organization has also excelled in safety and security. The corporation has been discreetly leveraging its consumer pleasure with the internal contentment of its staff. The organization has shown exceptional efficiency in its technological competencies, yielding commendable outcomes and data in crisis management and other operational activities. Security, being a primary priority, has led the organization to operate with remarkable efficiency in this domain.
BAN?A, V. C. (2018). Adoption of a KPI solution for accounting area inside SAP system. An oil and gas company case study. Timisoara Journal of Economics and Business, 11(1), 103-120.
https://www.tjeb.ro/index.php/tjeb/article/view/TJEB-vol11-2018-iss1-art7-BANTA
Cuong, N. H. (2020). Improving KPI evaluation system: a study of DongA Money Transfer Company.
https://opac.ueh.edu.vn/record=b1031673~S1
Gusnadi, Y., & Hermawan, A. (2019). Designing Employee Performance Monitoring Dashboard Using Key Performance Indicator (KPI). bit-Tech, 2(2), 81-88. https://doi.org/10.32877/bt.v2i2.107
Kaiser, K., & S David Young CPA, C. F. A. (2018). The perils of KPI-driven management. Strategic Finance, 99(12), 38-45. https://www.proquest.com/openview/967224b86ad0d94ee2d65c3693c40f77/1?pq-origsite=gscholar&cbl=48426
Paduloh, P. (2020). Analysis of Productivity Based on Kpi Case Study Automotive Paint Industry. Journal of Engineering and Management in Industrial System, 8(1), 1-12. h
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Radovi?, D., & Stevi?, Ž. (2018). Evaluation and selection of KPI in transport using SWARA method. Transport & Logistics: The International Journal, 8(44), 60-68. ISSN 2406-1069
Wannes, A., & Ghannouchi, S. A. (2019). KPI-Based Approach for Business Process Improvement. Procedia Computer Science, 164, 265-270. https://doi.org/10.1016/j.procs.2019.12.182
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