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Functional KPI

The performance of the company greatly depends on the leadership as well as other activities and operations of the organization. Therefore, it is very important for the organization to measure the success and performance of most of the organization. This measurement could be done by the utilization of key performance indicators. KPI analysis could be defined as the analysis of the performance using key indicators of the company (Radovi?, & Stevi?, 2018). This paper is going to conduct and KPI analysis of Bay Area IT solutions company. The company is located in San Jose in California and provides various innovative solutions, maintaining and repairing services to various consumers corporate offices, and other organizations. The company is known to provide solutions for companies as well as individuals in its managed services such as network administration network design and implementation come remote access VPN and network security. The company also specializes in web design, domain name services, and SEO services.

KPI analysis is about creating the maximum output of the performance indicators and analyzing the performance of the company through it. The value of all the constant analyses is expressed through the quality of the data exhibited (Gusnadi & Hermawan, 2019). The KPI analysis of the organization is done according to seven different performance indicators. The performance of the company is studied according to each factor and then the company utilizes various strategies in order to improve areas where the performance of the company is lagging behind.

Bay Area IT solutions company has been doing quite fine for the past two years. As a matter of fact, the company has improved its business and shown positive growth after the pandemic started to expand throughout the globe. The company will be divided and studied and 6 different KPIs provide a complete overview of the company.

The functional KPI would assess the Bay Area IT solution company’s performance in terms of keep functions and responsibilities. This will provide to complete detailed analysis of the basic functional responsibilities of the company and how smoothly each and every technical aspect of the company has been working.

Operations-the operations of the company have been running quite smoothly with very effective and skilled personnel (Cuong, 2020). As far as the customer satisfaction rate is concerned the company has exhibited about 86 percent of satisfied customers which has increased from the previous year's satisfaction rate by an amount of 5 percent. This could be attributed to the highly skilled and highly talented acquisition. The company has also enhanced its technological aspects while developing unique software that provides them with a greater competitive advantage over other organizations. The internal satisfaction rate of the organization has also shown a positive stance by exhibiting and satisfaction rate of 93 percent. The response ticket rates have also been very satisfactory as the company has shown a positive response of solving most of the customer queries and complaints within 2 to 3 business days. The company is known for its superior customer service and highly skilled employees (BAN?A, 2018).

Crisis Management KPI

Crisis management-this KPI assesses the performance of the company in terms of risk management and recovery rates of the organization (Wannes & Ghannouchi, 2019). As per the data of mean time to recover Metrics the company has performed very fine with only 15 minutes. The company has shown very positive results in terms of risk management even when the servers went down for the organization. As far as the company’s performance system downtime it has been found that it has remained 0 for the past two years.

This KPI is the assessment of the transformation responsibilities of the organization. This indicator exhibits the rules of the department in promoting transformation as well as achieving all the goals and objectives of the organization.

Security - this indicator is basically representative of the functional responsibilities of the organization however the recent development and importance in security guitar in terms of digital growth and development of the organization has changed it to transformation KPI. The technology of this company has been found to be very secure and most of the customers have provided satisfactory responses and feedback in terms of the security of the software and systems (Kaiser, K., & S David Young 2018). Around 83 percent of the customers have stated that they feel that the software is very secure and the rest 13percent have reported that r very satisfied yet have few concerns leading to their safety up a browser and corporate data. As far as digital security and firewall systems are concerned it is rated 4.5 on average by most of the customers.

Customer experience -the customer experience of the company has been quite positive as most of the customers have stated that they have found the software quite user-friendly and the sales of the company have risen by 3% from the past two decades. As far as customer satisfaction is concerned the company hitters exhibited 86% which is a very high number for customer satisfaction rate (Paduloh, 2020). As far as the customer experience in terms of post-service and maintenance is concerned most of the customers have stated that they are satisfied with the complaint resolution as well post-sales service. The company has outperformed most of the companies and the competitors in other aspects as well.

Costs and time savings-the prices of the company are found to be very high compared to others which lead to poor performance of the company in terms of pricing strategy. As per the popular strategy in leveraging cloud-based services where the company has shown a very high maintenance cost. The hardware updates were especially found to be very time-consuming as well as costly aspects which have increased the expenses of the company by 13%. As per the performance of the company in terms of cost and time savings, it has been found that the company is indulged in a lot of technological advancement.

This is the final indicator for this assessment of the Bay Area IT solutions company. The strategic KPI analyses the strategic performance of the company as to how the strategic decisions and choices have helped the company to grow and generate profit. This involves all the performance of the company across all fields and analyzing various market factors and performance of the company in all of them.

Profit- The Bay IT solution has increased their profit by a significant amount. The company has seen an increase in its profit by a margin of 13 percent. Similarly, after the pandemic occurred the revenue generation of the company has increased by 25 percent. Speaking of the sales of the company it has increased by 10 percent which is considerably higher than the competitors.

Market share- The market share indicator of KPI analyses the market performance of the company as well as the share of the market it holds. The company has increased its market share by a margin of 1.5 percent. The company has also reported that more than 80% of its customers have returned for future services. The company has also found that the performance of the company has been quite exemplary in terms of market retention. The company has been doing quite fine by providing VPN services and security software. The company has also found that it has been performing very well in the corporate market compared to individual service operators. The company also performed very well as they work from home and remote access has exponentially increased their market share. The pandemic has also caused the companies to develop various network design and implementation strategies therefore the company's sales also improved increasing the market share.

Conclusion

This discussion could be easily concluded that the company has been performing quite well even during the Covid-19 pandemic. The company has also outperformed most of the indicators however the company has been found to be very weak in cost efficiency and time management strategies. The company has been also doing very well in terms of safety and security. The company has been quietly capitalizing on its customer satisfaction as well as the internal satisfaction of the company employees. The company has also been performing very efficiently in terms of its technical skills and has very good results and data for crisis management and other functions-related operations. Security being the key concern of all the company has been performing very efficiently in terms of security.

Reference 

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

ttps://jemis.ub.ac.id/index.php/jemis/article/view/324

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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[Accessed 19 July 2024].

My Assignment Help. 'KPI Analysis Of Bay Area IT Solutions Company' (My Assignment Help, 2022) <https://myassignmenthelp.com/free-samples/bus208-principles-of-management/key-performance-indicators-analysis-file-A1CC614.html> accessed 19 July 2024.

My Assignment Help. KPI Analysis Of Bay Area IT Solutions Company [Internet]. My Assignment Help. 2022 [cited 19 July 2024]. Available from: https://myassignmenthelp.com/free-samples/bus208-principles-of-management/key-performance-indicators-analysis-file-A1CC614.html.

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