1. Balanced Scorecard Perspective Objectives KPIs
Financial Perspective
Get the opportunity cost for the
cash sitting idle on the balance
sheet of the company Cash/Total assets
Return on the unused cash
Inventory Turnover
Cash Turnover
Bad Debts
Capacity Utalisation %age of data centres unutilsed
%age of human resource not linked to projects
Revenue Growth Existing Customers Contract renewel
New Customers Acquization
Number of New Product Launched
Debt Debt/ Equity
Customer Perspective Cost Required for Scalability
Time required for Scalability
Average Speed of transaction
Amount of Data Loss
Revenue lost due to Business Continuity issues
Cost Saved on resources
Cost on the basis of usage
Response time of Complaints
Mantaining SLA requirment
Corrective Steps taken for each Quality issues

2. Business Process Perspective Operational Process Shared Services -Down time
Shared Services -Revenue Loss based on consumer
initiative
Business Continuity process response time in
restoring business
Customer Data Loss for the business
Backup not available for the data loss
Time required to install software
Quality monitoring
Customer Relationship
Management Process Support team response time to client technical issues
Support team response time to clients business
related issues
Support team response time to clients escalation
Number of times the SLA is breached
Number of Defects
Response time for each resolution
Number of time Customer came back with the same
defect
Number of unique defects
Research and Development Issues
Number of New concepts gathered from
understanding the behavioral patterns of consumers
Number of Pilot Projects running based on these
concepts
Number of new product Improvement based on the
customer complaints
Social and Enviroment % age of Regulatory Requirement completed
Number of issues related to insurance provider
failing to pay the claims
Number of issues related to Mediclaim
Number of Employee Evacuation drills
Number of cases of employee harassment
Number of issues related to cultural awareness

3. Relationship with Third Part Service Provider and Training and development Training and Development Number of employees trained
Leadership
Number of employees recognised for good
leadership initiative
Third Part Infrastructure Support
Number of contracts related to third party service
providers at client site
Internet Service Provider
Number of contracts related to Internet service
providers at client site