Download - Oct 2010 KPI Presentation
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Batam View Beach Resort
Key Performance Indicators for Financial Year 2010 (April 2010 to March 20
S/NKey Performance Indicators Weightage Ratings for level of achievements
Sales & Marketing [%] 1 0.5 0
A Revenue & Expenses: 36
1 Resort revenue 18 $5.1m $5.02m $5m
2 3 7.5% 8.5% 9.5%
3 Gross operation profit 5 $304k $294k $284k
4 Room Occupancy Ratio 5 60% 55% 50%
5 Average Room Rate 5 $62 $60 $58
B Operations: 14
1 4 $100k $150k $200k
2 No. of job tasks exceeded deadline 5 11 12 13
3 5 10 12 14
C People Development: 10
1 6 100% 90% 80%
2 4 18 16 14
D Strategy: 28
1 No. of room sold online 7 4,000 3,600 3,000
2 No. of new market open 8 10 8 6
3 No of promotions and events 6 24 20 16
4 No. of new corporate and group accounts 7 130 120 110
E Customer Care: 12
1 No. of unsatisfied guest 4 66 74 147
2 No. of satisfied guest 4 9,115 8,286 6,902
3 No. of impressed guest 4 6,724 6,113 5,092
TOTAL 100
Departmental expenses ratio to resortrevenue
Amount of account receivable exceeded60 days
No. of EO issued less than 7 days beforeevent
No. of S&M staff attended 6 traininghours
No. of staff suggestion forms to savecost or increase sales
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1)Sep 10 Oct 10 Year-to-date Performa
Budget Result Budget Result Budget Result
$345,526 $293,438 $439,964.67 $400,787.79 $2,849,723 $2,433,259
12% 9% 10% 11% 10.43% 9.60%
$(41,952) $(28,924) $25,595.85 $(9,859.00) ($25,890) ($265,409)
38% 32% 47% 40% 46% 37%
$60.18 $59.20 $61.58 $48.78 $60.05 $53.62
$150,000 $252,052 $150,000 $356,994 $150,000 $356,994
1 0 1 0 7 0
1 12 1 20 7 71
8% 21% 8% 99.5% 57.00% 156.25%
0 0 0 0 6 0
138 203 138 139 1,776 1,419
1 0 1 0 6 0
2 1 2 2 13 11
10 34 10 39 70 103
6 9 6 12 43 63
691 219 691 129 4,835 1,618
212 162 212 150 2,971 1,304
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nceMethod of Measurement/Computation Source of Data
Point %
1.0 3
0.0 0 YTD Total Resort Revenue. P&L Report
1.0 3 P&L Report
0.0 0 YTD Gross Operation Profit. P&L Report
0.0 0 YTD No. of Room Sold / No. of Room Available. P&L Report
0.0 0 YTD Room Revenue / No. of Room Sold. P&L Report
1.0 5
0.0 0 YTD amount of Aging exceeded 60days.
1.0 5 YTD Departmental Job Tasks did not complete on time. RM Record
0.0 0 YTD EO issued by Sales Staff which had less than 7 days notice. FC Report
1.0 6
1.0 6 PD Report
0.0 0 YTD Suggestion Form received. HC Report
1.0 7
0.0 0 YTD No. of Room booked online. Excluding BVBR website.
0.0 0
0.0 0 YTD promotions and events executed by EEA, F&B and S&M.
1.0 7 YTD new Accounts opened. S&M Report
0.0 0
0.0 0 YTD No. of Poor Grading in Guest Comments Card GRO Report
0.0 0 YTD No. of Good and Average Grading in Guest Comments Card GRO Report
0.0 0 YTD No. of Excellent Grading in Guest Comments Card GRO Report
4.0 21
0
YTD S&M Payroll Expenses + General Expenses / Resort TotalRevenue x 100%.
AgingReport
YTD Total Full-time Staff exceeded Monthly Training-hour Quota /Total Full-time Staff Strength x 100%.
MarcomReport
YTD new Indonesia region and overseas markets start generatingsales.
MarcomReport
Marcom
Report
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Remark
e in average 1 per KPI Dept per mth x 12 KPI Dept x 12 mth.
e last-minute business closed within 7 days before event.
es online, internal and external training in knowledge, skill and language.
ing each staff submit 2 suggestions in 1 year.
ing 1 new account opened per Sales Staff per month. Excluding FIT. 10 Staff x 12 month.
on Feb 10 (207 rooms) and March 10 (136 rooms) performance to project. Expecting no. of room sold to be graduallye and reach average of 400 rooms per month. 300 x 12 = 3,600.
ing 2 new market to be opened per quarter. Can be Indonesia and/or overseas markets. Excludes Batam, Jakarta andore.
ing at least executing 1 promotions/events of any length per normal month and 1 per week during June and Nov-Dec pea
s.
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Learning Curve/Remedy Action Plan
United Travel Agent
diskon gila2an, and Seasport Discount for Singapore market, Cleopatra
Night, Paket Sensasi
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Batam View Beach Resort
Key Performance Indicators for Financial Year 2010 (April 2010 to March 2011)
S/NKey Performance Indicators
FY 09 ActualRatings for level of achievements Sep
Event, Entertainment & Activity 1 0.5 0 Budget
A Revenue & Expenses:1 EEA revenue $125.2k $159k $149.2k $139k $14,314
2 Spa revenue $250.7k $379k $369.4k $359k $25,047
3 - 82% 83% 84% 111%
4 Gross operation profit -$645k $304k $294k $284k $(41,952)
B Operations:
1 $300k $100k $150k $200k $150,000
2 No. of job tasks exceeded deadline - 11 12 13 1
3 Departmental overtime ratio to salary - 9% 10% 11% 11%
4 No. of days facility not working - 20 30 40 2
C People Development:
1 - 100% 90% 80% 8%
2 - 28 24 20 2.33
D Strategy:
1 No of promotions and events - 24 20 16 2
2 No. of new guest experience 3 4 3 2 0.33
E Customer Care:
1 No. of unsatisfied guest 21 9 11 21 11
2 No. of satisfied guest 1,384 1,675 1,522 1,384 127
3 No. of impressed guest 764 924 840 764 70
4 - 4 3 2 1
TOTAL
Departmental expenses ratio todepartmental revenue
Amount of account receivable exceeded60 days
No. of EEA staff attended 10 traininghours
No. of staff suggestion forms to savecost or increase sales
No. of staff received guestcommendations
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10 Oct 10 Year-to-date Performance
Result Budget Result Budget Result Point %
2.0 23$17,771 $15,772 $14,769 $112,450 $120,768 1 18
$14,647 $16,876 $5,944 $196,230 $113,050 - 0
57% 83% 77% 84.62% 74.00% 1 5
$(28,924) $25,596 ($9,859) ($25,889) ($265,409) - 0
2.0 11
$252,052 $150,000 $366,994 $150,000 $366,994 - 0
0 1 0 7 1 1 6
27% 11% 28% 11.00% 25.14% - 0
0 2 0 20 5 1 5
1.0 6
47% 8% 65% 58.33% 131.50% 1 6
0 2.33 0 16.33 4 - 0
0.0 0
1 2 2 14 11 - 0
0 0.33 0 2.33 2 - 0
1.0 3
3 11 0 11 14 - 0
29 127 9 888 231 - 0
29 70 15 490 161 - 0
0 4 0 4 5 1 3
6.0 430
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Method of Measurement/Computation Source of Data
YTD Total EEA Revenue. P&L Report
YTD Total Spa Revenue. P&L Report
P&L Report
YTD Gross Operation Profit. P&L Report
YTD amount of Aging exceeded 60days. Aging Report
YTD Departmental Job Tasks did not complete on time. RM Record
YTD Total EEA Overtime Expenses / Total EEA's Salary x 100%. HC Report
YTD Total Days EEA's Equipment out-of-service. M&E Report
PD Report
YTD Suggestion Form received. HC Report
YTD promotions and events executed by EEA, F&B and S&M.
YTD new facility and on-going programme commenced. EEA Report
YTD No. of Poor Grading in Guest Comments Card. GRO Report
YTD No. of Good and Average Grading in Guest Comments Card. GRO Report
YTD No. of Excellent Grading in Guest Comments Card. GRO Report
YTD No. of Staff being named by guest for good service. GRO Report
YTD EEA Direct Cost + Payroll Expenses + General Expenses / EEATotal Revenue x 100%.
YTD Total Full-time Staff exceeded Monthly Training-hour Quota /Total Full-time Staff Strength x 100%.
MarcomReport
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Remark
facilities, foot reflex, sales from Gift Shop, renting of equipment and etc.
e in average 1 per KPI Dept per mth x 12 KPI Dept x 12 mth.
s EEA's equipment, vehicle, baggy, air-con unit, lift, F&B service equipment and kitchen equipment.
es online, internal and external training in knowledge, skill and language.
ing each staff submit 2 suggestions in 1 year.
ing 1 new facility or programme commenced per quarter. The programme must be on-going instead of ad hoc basic.
Sea Sports & Recreations, and 'Swimming Pool' under Others.
Sea Sports & Recreations, and 'Swimming Pool' under Others.
Sea Sports & Recreations, and 'Swimming Pool' under Others.
taff received more than 1 commendation are still counted as 1.
ing at least executing 1 promotions/events of any length per normal month and 1 per week during June and Nov-Dec peas.
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Learning Curve/Remedy Action Plan
Jetski
Laser Gun (June), water scooter
Decko,Lupai, Jasmine (April), Latif, Junaidi (June)
diskon gila2an, and Seasport Discount for Singapore market, CleopatraNight, Paket Sensasi, water taxi, Nongsa Cup
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Batam View Beach Resort
Key Performance Indicators for Financial Year 2010 (April 2010 to March 201
S/NKey Performance Indicators Ratings for level of achievements S
Food & Beverage 1 0.5 0 Budget
A Revenue & Expenses:
1 F&B revenue $1.8m $1.71m $1.6m $126,744
2 F&B average check $14.46 $13.15 $12.52 $11.55
3 63% 64% 65% 68%
4 Gross operation profit $304k $294k $284k $(41,952)
B Operations:
1 No. of job tasks exceeded deadline 11 12 13 1
2 Departmental overtime ratio to salary 24% 27% 30% 30%
3 20 30 40 30
4 Wastage & Spoilage Control $2,000 $2,300 $2,600 $216.67
C People Development:
1 100% 90% 80% 8.33%
2 132 102 72 11
3 2 1 0 2
D Strategy:
1 $14k $12k $10k $1,000
1 No of promotions and events 24 20 16 2
E Customer Care:
1 No. of unsatisfied guest 36 41 81 3
2 No. of satisfied guest 2,428 2,208 2,007 184
3 No. of impressed guest 1,231 1,119 1,017 93
4 7 6 5 1
TOTAL
Departmental expenses ratio to deptrevenue
No. of days key service-relatedfacility not working
No. of F&B staff attended 10 training
hoursNo. of staff suggestion forms to savecost or increase sales
No. of staff participated incompetition
Revenue generated from Batam FIT& GIT
No. of staff received guest
commendations
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)p 10 Oct 10 Year-to-date Performance
Result Budget Result Budget Result Point %
0.0 0
$95,905.00 $149,950.00 $142.539 $945,529 $742,283 0.0 0
$11.27 $11.55 $5.57 $12.17 $10.88 0.0 0
104% 68% 78% 64.55% 79.69% 0.0 0
$(28,924) $43,530.00 $8,733.85 ($7,956) ($246,685) 0.0 0
2.0 9
1 1 0 5 4 1.0 6
13% 30% 15% 30.00% 13.86% 1.0 3
4 30 1 30 94 0.0 0
$218.36 $216.67 $188.38 $1,516.67 $1,458.34 0.0 0
2.0 7.0
17.35% 8.33% 5.97% 58.33% 65.13% 1.0 4
27 11 0 77 33 0.0 0
0 2 1 2 2 1.0 3.0
1.0 8
$1,052.52 $1,000 $202,034 $7,000 $215,760 1.0 8
1 2 2 14 11 0.0 0
1.0 3
3 3 21 23 48 0.0 0
69 184 29 1,474 572 0.0 0
27 93 18 559 341 0.0 0
0 1 0 4 12 1.0 3
6.0 27.0
0
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Method of Measurement/Computation Source of Data
YTD Total F&B and Others Revenue. P&L Report
YTD Total F&B Revenue / Total Cover.
P&L Report
YTD Gross Operation Profit. P&L Report
YTD Departmental Job Tasks did not complete on time. RM Record
YTD Total F&B Overtime Expenses / Total Salary x 100%. HC Report
YTD Total Days F&B Equipment out-of-service. M&E Report
PD Report
YTD Suggestion Form received. HC Report
YTD No. of staff went for external job related competitions. PD Report
YTD F&B Sales from Batam Indonesians and Expatriates.
YTD promotions and events executed by EEA, F&B and S&M.
YTD No. of Poor Grading in Guest Comments Card GRO Report
YTD No. of Good and Average Grading in Guest Comments Card GRO Report
YTD No. of Excellent Grading in Guest Comments Card GRO Report
YTD No. of Staff being named by guest for good service. GRO Report
RhapsodyReport
YTD F&B Total Director Cost + Payroll Expenses + General Expenses /F&B Total Revenue x 100%.
YTD Cost Value of F&B items disposed without consume in Stores,Freezers, Chillers, Outlets and Kitchen.
Cost CtlReport
YTD Total Full-time Staff exceeded Monthly Training-hour Quota / Total
Full-time Staff Strength x 100%.
RhapsodyReport
MarcomReport
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Remark
Tolerate in average 1 per KPI Dept per mth x 12 KPI Dept x 12 mth.
Includes online, internal and external training in knowledge, skill and language.
Expecting each staff submit 2 suggestions in 1 year.
Exclude Fun Day.
Include Restaurant & Bar, and 'Business Center' and 'Function Room Facilities' under Others.
Include Restaurant & Bar, and 'Business Center' and 'Function Room Facilities' under Others.
Include Restaurant & Bar, and 'Business Center' and 'Function Room Facilities' under Others.
Same staff received more than 1 commendation are still counted as 1.
Includes EEA's equipment, vehicle, baggy, air-con unit, lift, F&B service equipment and kitchenequipment.
Include all food and beverage perishable items and dry goods spoiled, expired and over prepared (Notconsumed).
Expecting at least executing 1 promotions/events of any length per normal month and 1 per weekduring June and Nov-Dec peak seasons.
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Learning Curve/Remedy Action Plan
Siti (kelong)
diskon gila2an, and Seasport Discount for Singapore market, CleopatraNight, Paket Sensasi, water taxi, Nongsa Cup
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Batam View Beach Resort
Key Performance Indicators for Financial Year 2010 (April 2010 to March 2011) April'10
S/NKey Performance Indicators Sep 10 Oct
Housekeeping [%] 1 0.5 0 Budget Result Budget
A Revenue & Expenses: 34
1 HK revenue - $12k 18 $14k $12k $10k $1000 $969 $1000
2 - 4% 10 4% 4.20% 4.40% 4.00% 6% 4.00%
3 Gross operation profit -$645k $294k 6 $304k $294k $284k $(41,952) $(28,924) $25,595.85
B Operations: 26
1 No. of Days room out of order - 25 7 20 25 30 1.67 0 1.67
2 - 25 6 11 12 13 0.83 0. 0.83
3 No. of job tasks exceeded deadline - 12 10 11 12 13 1 0. 1
5 Departmental overtime ratio to salary - 12% 3 10% 11% 12% 12% 17% 12%
C People Development: 10
1 - 100% 6 100% 90% 80% 8.33% 22.92% 8.33%
2 - 32 4 32 26 20 2.67 0 2.67
D Strategy: 15
1 - 100% 8 100% 90% 80% 8% 30% 8%
2 - 4 7 4 3 2 4 2 4
E Customer Care: 15
1 No. of unsatisfied guest 25 30 4 20 25 30 2 0 2
2 No. of satisfied guest 2,121 2,545 4 2,800 2,545 2,121 233 42 233
FY 09Actual
FY 10Budget
Weightage
Ratings for level ofachievements
Departmental expenses ratio to resortrevenue
No. of complaints on unclean publicarea
No. of HK staff attended 10 traininghours
No. of staff suggestion forms to save
cost or increase sales
No. of room had carried out majorcleaning
No. of proposal to improve HKoperations
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3 No. of impressed guest 1,164 1,280 4 1,408 1,280 1,164 117 37 117
4 - 4 3 4 3 2 0.33 0 0.33
TOTAL 100
No. of staff received guestcommendations
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10 Year-to-date PerformanceMethod of Measurement/Computation
Result Budget Result Point %
1.0 18
$.687 $7,000 #VALUE! 1.0 18 YTD Total Revenue generated from HK operations.
5% 4.00% 4.63% 0.0 0
$(9,859.00) ($25,889) ($265,409) 0.0 0 YTD Gross Operation Profit.
3.0 23
0 11.68 0 1.0 7 HK Report
0. 6.16 0 1.0 6
0. 1 0 1.0 10 YTD Departmental Job Tasks did not complete on time.
14% 12.00% 15.57% 0.0 0 YTD Total HK Overtime Expenses / Total Salary x 100%. HC Report
2.0 10
16.87% 58.33% 92.81% 1.0 6 PD Report
0 18.68 28 1.0 4 YTD Suggestion Form received. HC Report
2.0 15
35% 57.33% 139% 1.0 8 YTD No. of Rooms had carried out major cleaning. HK Report
0 4 12 1.0 7 YTD No. of Proposals submitted to RM. RM record
1.0 4
0 16 0 1.0 4 YTD No. of Poor Grading in Guest Comments Card
19 1632.24 303 0.0 0 YTD No. of Good and Average Grading in Guest Comments Card
Source ofData
P&LRe ort
YTD HK & Laundry Direct Cost + Payroll Expenses + GeneralExpenses / Resort Revenue x 100%.
P&LReport
P&LReport
YTD Total No. of Days that rooms under 'OOO' status. No. of Room xNo. of 'OOO' Day
YTD No. of Days received complaint on public area unclean fromGuests and Management Staff.
GROReport
RMRecord
YTD Total Full-time Staff exceeded Monthly Training-hour Quota /Total Full-time Staff Strength x 100%.
GROReport
GROReport
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33 820.48 329 0.0 0 YTD No. of Excellent Grading in Guest Comments Card.
0 2.33 0 0.0 0 YTD No. of Staff being named by guest for good service.
9.0 70
1
GROReport
GROReport
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Remark
Include mini-bar, laundry, and etc.
Exclude room block for up keeping and refurbishment.
Expecting each staff submit 2 suggestions in 1 year.
Comments and grading under Guest Room column.
Comments and grading under Guest Room column.
Learning Curve/Remedy ActionPlan
Include lobby, public toilet and public areas maintenance by HK.Both verbal and written.
Tolerate in average 1 per KPI Dept per mth x 12 KPI Dept x 12mth.
Includes online, internal and external training in knowledge, skilland language.
Website and supplier market research to find methods, equipmentor chemical.
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Comments and grading under Guest Room column.
Same staff received more than 1 commendation are still counted as1.
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Batam View Beach Resort
Key Performance Indicators for Financial Year 2010 (April 2010 to March 2011)
S/NKey Performance Indicators Ratings for level of achievements Sep 10
Front Office 1 0.5 0 Budget Result
A Revenue & Expenses:
1 FO revenue $2.7m $2.63m $2.6m $161,008 $113,830
2 8% 8.50% 9% 9% 19%
3 Gross operation profit $304k $294k $284k $(41,952) $(28,924)
4 Room Occupancy Ratio 60% 55% 50% 38% 32%
5 Average Room Rate $62 $60 $58 $60.18 $59.20
B Operations:
1 No. of error bills 10 12 14 0 0
2 No. of job tasks exceeded deadline 11 12 13 1 0
3 Departmental overtime ratio to salary 24% 26% 28% 28% 27%
4 20 30 40 1.67 2
5 No. of hours toll-free line out of service 8 10 12 1 0
C People Development:1 100% 90% 80% 8% 52%
2 44 34 24 0 0
3 No. of staff participated in competition 2 1 0 2 0
D Strategy:
1 No. of up-selling rooms 400 365 330 30.42 41
2 No. of rooms sold to walk-in guests 70 60 50 5 103
3 Enquiry closing rate 100% 80% 60% 80 68%
E Customer Care:
1 No. of unsatisfied guest 9 10 20 10 2
2 No. of satisfied guest 2,445 2,223 2,021 185 68
3 No. of impressed guest 3,161 2,873 2,612 239 63
4 6 5 4 0 1
TOTAL
Departmental expenses ratio to resortrevenue
No. of days key service-related facilitynot working
No. of FO staff attended 10 traininghours
No. of staff suggestion forms to savecost or increase sales
No. of staff received guestcommendations
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Oct 10 Year-to-date Performance
Budget Result Budget Result Point %
0.0 0
$247,803 $214,132 $1,452,511 $1,181,781 0.0 0
9% 22% 3.69% 9.08% 0.0 0
$25,595.85 $(9,859.00) ($25,890) ($265,409) 0.0 0
47% 40% 46% 38% 0.0 0
$61.58 $48.78 $60.05 $53.62 0.0 0
3.0 14
0 0 0 0 1.0 5
1 0 7 0 1.0 6
28% 24% 28.00% 33.71% 0.0 0
2 2 20 17 1.0 3
1 0 3 8 0.0 0
1.0 48% 25% 58.31% 104.13% 1.0 4
0 0 11 2 0.0 0
2 0 2 0 0.0 0
2.0 15
30.42 46 212.94 255 1.0 10
5 71 35 601 1.0 5
80 27% 80% 51.27% 0.0 0
2.0 7
10 0 70 2 1.0 4
185 45 1295.5 623 0.0 0
239 55 1673.43 637 0.0 0
0 3 6 13 1.0 3
8.0 40
0
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Method of Measurement/Computation Source of Data
YTD Total Revenue generated from FO operations. P&L Report
P&L Report
YTD Gross Operation Profit. P&L Report
YTD No. of Room Sold / No. of Room Available. P&L Report
YTD Room Revenue / No. of Room Sold. P&L Report
YTD Error Bills. Aging Report
YTD Departmental Job Tasks did not complete on time. RM Record
YTD Total FO Overtime Expenses / Total Salary x 100%. HC Report
YTD Total Days Vehicle & Baggy out-of-service. M&E Report
YTD Total Toll-free Line Downtime. FO Report
PD Report
YTD Suggestion Form received. HC Report
YTD No. of staff went for external job related competitions. PD Report
YTD No. of Room Upgraded or Extend Stay.
YTD No. of Room sold to Walk-in Guests. Rhapsody Report
YTD No. of Closed Enquiries / No. of Received Enquires x 100%
YTD No. of Poor Grading in Guest Comments Card GRO Report
YTD No. of Good and Average Grading in Guest Comments Card GRO Report
YTD No. of Excellent Grading in Guest Comments Card GRO Report
YTD No. of Staff being named by guest for good service. GRO Report
YTD FO Direct Cost + Payroll Expenses + General Expenses / ResortTotal Revenue x 100%.
YTD Total Full-time Staff exceeded Monthly Training-hour Quota /Total Full-time Staff Strength x 100%.
Night AuditorRe ort
FO & WebsiteReport
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Remark
Include late charges, skipper, missed billing, and wrong posting.
Tolerate in average 1 per KPI Dept per mth x 12 KPI Dept x 12 mth.
Count downtime in minutes and convert into hours.
Expecting each staff submit 2 suggestions in 1 year.
Same staff received more than 1 commendation are still counted as 1.
Include room sold, meal voucher sold, green fee, transportation, telephone,ferry and etc.
Includes EEA's equipment, vehicle, baggy, air-con unit, lift, F&B serviceequipment and kitchen equipment.
Includes online, internal and external training in knowledge, skill andlanguage.
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Learning Curve/Remedy Action Plan
Dian, Tio, Yusuf, Eva (april) and Sri, Zaenal, Anom (May), Amex, Yeni,Samuel
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am View Beach Resort
y Performance Indicators for Financial Year 2010 (April 2010 to March 2011)
NKey Performance Indicators Weightage Ratings for level of achievements May 10 Jun 10 Jul 10
Gardening [%] 1 0.5 0 Budget Result Budget Result Budget ResuRevenue & Expenses: 12
Resort revenue 3 $5.1m $5.02m $5m $409,009 $358,284 $544,434 $483,444 $377,647 $307,8
6 1.60% 1.70% 1.80% 0.45% 1.18% 0.34% 0.36% 0.48% 2%
Gross operation profit 3 $304k $294k $284k ($4,476) ($25,215) $77,711 $22,187 ($20,409) ($32,5
Operations: 28
No. of job tasks exceeded deadline 8 11 12 13 0.92 3 0.92 0 0.92 0
No. of SOP set and reviewed 10 10 9 8 0.83 0 0.83 0 0.83 0
Departmental overtime ratio to salary 10 4% 4.5% 5% 4.00% 7.00% 4% 19% 5% 7%
People Development: 12
8 100% 90% 80% 8.33% 1.00% 8.33% 0.00% 8.33% 0.00
4 44 34 24 3.67 0 3.67 0 3.67 0
Strategy: 40
No. of landscape revamping jobs done 20 6 5 4 0.5 3 0.5 2 0.5 0
No. of dead plants 20 4 5 6 0.5 1 0.5 0 0.5 0
Customer Care: 9
No. of unsatisfied guest 3 66 74 147 6 3 6 12 6 11
No. of satisfied guest 3 9,115 8,286 6,902 691 255 691 268 691 211
No. of impressed guest 3 6,724 6,113 5,092 509 160 509 310 509 155
TOTAL 101
Departmental expenses ratio to resortrevenue
No. of Gdn staff attended 6 traininghours
No. of staff suggestion forms to savecost or increase sales
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Year-to-date Performance
Method of Measurement/Computation Source of DataBudget Result Point %
0.0 0
$2,849,723 $2,433,259 0.0 0 YTD Total Resort Revenue. P&L Report
0.80% 2.47% 0.0 0 P&L Report
($25,889) ($265,409) 0.0 0 YTD Gross Operation Profit. P&L Report
0.0 0
6 8 0.0 0 YTD Departmental Job Tasks did not complete on time. RM Record Tolerate in avera
6 0 0.0 0 HC Report Each department
5.57% 10.14% 0.0 0 YTD Total Gdn Overtime Expenses / Total Salary x 100%. HC Report
0.0 0
58.33% 35.32% 0.0 0 PD Report
25.67 0 0.0 0 YTD Suggestion Form received. HC Report Expecting each s
2.0 26
4.00 8 1.0 20 YTD landscape area being improved. Gdn Report
4.00 2 1.0 6 YTD No. of Plant dead due to lack of watering and care. Gdn Report
0.0 0
43 63 0.0 0 YTD No. of Poor Grading in Guest Comments Card GRO Report
4835 1627 0.0 0 YTD No. of Good and Average Grading in Guest Comments Card GRO Report
3268 1319 0.0 0 YTD No. of Excellent Grading in Guest Comments Card GRO Report
2.0 26
0
YTD Gardening Direct Cost + Payroll Expenses + General Expenses /Resort Revenue x 100%.
YTD No. of Current SOP reviewed and New SOP set by HODs andendorsed by RM.
YTD Total Full-time Staff exceeded Monthly Training-hour Quota /Total Full-time Staff Strength x 100%.
Includes online,language.
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Learning Curve/Remedy Action Plan
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Batam View Beach Resort
Key Performance Indicators for Financial Year 2010 (April 2010 to March 2011)
S/NKey Performance Indicators Ratings for level of achievements Se
Human Capital & People Development 1 0.5 0 Budget
A Revenue & Expenses:
1 Resort revenue $5.1m $5.02m $5m $345,526
2 4.60% 4.80% 5% 3.64%
3 Gross operation profit $304k $294k $284k $(41,952)
B Operations:
1 No. of job tasks exceeded deadline 11 12 13 1
2 Resort overtime ratio to salary control 8% 9% 10% 10%
3 100% 90% 80% 7%
4 Resort staff attendance ratio to staff strength 95% 90% 85% 90%
5 No. of training subjects executed 14 12 10 1
C People Development:
1 No. of HC staff attended 6 training hours 100% 90% 80% 8.33%
2 8 7 6 0.67
D Strategy:
1 4 3 2 0.33
2 No. of mind setting campaign executed 6 5 4 0.5
3 No. of teambuilding activities organized 6 5 4 0.5
E Customer Care:
1 6 4 2 0.5
2 No. of unsatisfied guest 66 74 147 6
3 No. of satisfied guest 9,115 8,286 6,902 691
4 No. of impressed guest 6,724 6,113 5,092 509
TOTAL
Departmental expenses ratio to resortrevenue
Resort staff interviewed by HC ratio to staffstrength
No. of staff suggestion forms to save cost orincrease sales
No. of proposals to improve staffproductivity
No. of courses related to customer care andservice
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10 Oct 10 Year-to-date Performance
Result Budget Result Budget Result Point %
0.0 0
$293,438 $439,965 $400,788 $2,849,723 $2,433,259 0.0 0
5.38% 2,85% 3,87% 2.65% 3.31% 0.0 0
$(28,924) $43,531 $8,734 ($7,954) ($246,816) 0.0 0
4.5 33
0 1 0 7 0 1.0 6
9% 10% 9% 10.00% 8.14% 1.0 8
2.5% 1% 0% 47.25% 42.30% 0.5 3
99.30% 90% 99.32% 90.00% 97.86% 1.0 6
1 1 1 7 8 1.0 10
2.0 10
69% 8.33% 5,40% 58.32% 191.27% 1.0 5
3 0.67 0 4.67 10 1.0 5
1.0 8
4 0.33 0 2.33 16 1.0 8
1 0.5 1 3.5 4 0.0 0
0 0.5 0 3.5 2 0.0 0
0.0 0
0 0.50 1 4 2 0.0 0
9 6 12 43 63 0.0 0
219 691 138 4835 1627 0.0 0
162 509 165 3565 1319 0.0 0
7.5 51
1
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Method of Measurement/Computation Source of Data
YTD Total Resort Revenue. P&L Report
P&L Report
YTD Gross Operation Profit. P&L Report
YTD Departmental Job Tasks did not complete on time. RM Record
YTD Total Overtime Expenses / Total Salary x 100%. HC Report
HC Report
HC Report
YTD No. of New Training Topic being conducted in-house and by external party. PD Report
PD Report
YTD Suggestion Form received. HC Report
YTD No. of Proposal on Improving Staff Productivity being submitted. HC Report
HC Record
YTD Teambuilding Activity organized. HC Report
YTD No. of Customer Care Courses conducted. PD Report
YTD No. of Poor Grading in Guest Comments Card GRO Report
YTD No. of Good and Average Grading in Guest Comments Card GRO Report
YTD No. of Excellent Grading in Guest Comments Card GRO Report
YTD HC Direct Cost + Payroll Expenses + General Expenses / Resort Revenue x100%.
YTD (No. of Full-time Staff + Contract Staff interviewed once by HCM) /(Resort Total Full-time Staff + Contract Staff).
YTD (Resort Staff Strength x No. of Working Day - No. of Staff-absence Days) /Resort Staff Strength x 100%.
YTD Total Full-time Staff exceeded Monthly Training-hour Quota / Total Full-time Staff Strength x 100%.
YTD No. of Campaign to educate staff on BVBR's values and positive mindsetbeing executed.
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Remark
e in average 1 per KPI Dept per mth x 12 KPI Dept x 12 mth.
seminars, workshops, and exhibitions attended. Training will same subject is counted as 1.
es online, internal and external training in knowledge, skill and language.
ing each staff submit 2 suggestions in 1 year.
medical leaves, maternity leaves, absences without reasons, strikes and any working days lose; except annual leaves anholidays.
ign must last for 1 to 2 months, in written proposal which complete with theme, slogan, poster, talk or workshop, educatiition or gotong royong, and assess achievement at the end.
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Learning Curve/Remedy Action Plan
Handling Guest Complaint
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Batam View Beach Resort
Key Performance Indicators for Financial Year 2010 (April 2010 to March 2011)
S/NKey Performance Indicators
FY 09 ActualWeightage Ratings for level of achi
Security [%] 1 0.5
A Revenue & Expenses: 16
1 Resort revenue $3.82m $5.02m 3 $5.1m $5.02m
2 - 1.8% 10 1.6% 1.7%
3 Gross operation profit -$645k $294k 3 $304k $294k
B Operations: 36
1 No. of job tasks exceeded deadline - 12 6 11 12
2 Departmental overtime ratio to salary - 34% 10 28% 31%
3 0 4 10 4 3
4 - 5 10 3 4
C People Development: 10
1 No. of staff attended 6 training hours - 100% 6 100% 90%
2 - 42 4 42 32
D Strategy: 16
1 - 4 8 4 3
2 - 1 8 0 1
E Customer Care: 22
1 No. of unsatisfied guest 147 74 4 66 74
2 No. of satisfied guest 7,533 8,286 4 9,115 8,286
3 No. of impressed guest 5,557 6,113 4 6,724 6,113
4 No. of staff received guest commendations - 2 4 2 1
5 0 2 6 0 1
TOTAL 100
FY 10
Budget
Departmental expenses ratio to resortrevenue
No. of fire and safety related drillsconducted
No. of incident reports submitted did notmeet standard
No. of staff suggestion forms to save costor increase sales
No. of proposal to enhance safety andsecurity practices
No. of time fire extinguishers misplaced orservice overdue
No. of guest incidents due to security orsafety negligence
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vements Sep 10 Oct 10
0 Budget Result Budget Result Budget
$5m $345,526 $293,438 $439,964.67 $400,787.79 $2,849,723
1.8% 2.30% 2.73% 1.68% 2.02% 1.88%
$284k $(41,952) $(28,924) $25,595.85 $(9,859.00) ($25,890)
13 1 0 1 0 7
34% 28% 23% 28% 18% 28%
2 0.3 0 0.3 0 2.2
5 0.25 0 0.25 0 1.75
80% 8% 22% 8% 13.11% 57%
22 3.5 0 3.5 0 24.5
2 0.3 0 0.3 0 2
2 1 0 1 0 1
147 6 9 6 12 42
6,902 691 219 691 138 4,835
5,092 212 162 212 165 2,971
0 0 0 0 0 1
2 2 0 2 0 2
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r-to-date PerformanceMethod of Measurement/Computation
Result Point %
0.0 0
$2,433,259 0.0 0 YTD Total Resort Revenue.
2.36% 0.0 0
($265,409) 0.0 0 YTD Gross Operation Profit.
4.0 36
0 1.0 6 YTD Departmental Job Tasks did not complete on time.
26% 1.0 10 YTD Total Security Overtime Expenses / Total Salary x 100%.
2 1.0 10 YTD No. Fire and Safety Exercises involved all staff on duty.
0 1.0 10
1.0 6
86.37% 1.0 6
6 0.0 0 YTD Suggestion Form received.
1.0 8
1 0.0 0
0 1.0 8
1.0 6
63 0.0 0 YTD No. of Poor Grading in Guest Comments Card
1,627 0.0 0 YTD No. of Good and Average Grading in Guest Comments Card
1,319 0.0 0 YTD No. of Excellent Grading in Guest Comments Card
0 0.0 0 YTD No. of Staff being named by guest for good service.
0 1.0 6 YTD No. of Security & Safety Negligence Case reported.
7.0 56
1
YTD Security Direct Cost + Payroll Expenses + General Expenses / ResortRevenue x 100%.
YTD No. of Incident Report written by Security did not reach RM and HCMwithin 24 hours and did not have complete info.
YTD Total Full-time Staff exceeded Monthly Training-hour Quota / Total Full-time Staff Strength x 100%.
YTD No. of proposal pertaining to improvement of safety and security beingsubmitted to RM.
YTD No. of fire extinguishers did not place in specified locations and overdueservice date.
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Source of Data
P&L Report
P&L Report
P&L Report
RM Record
HC Report
HC Report
HC Report
PD Report
HC Report
RM Record
HC Report
GRO Report
GRO Report
GRO Report
GRO Report
HC Report
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Remark
in average 1 per KPI Dept per mth x 12 KPI Dept x 12 mth.
s online, internal and external training in knowledge, skill and language.
ng each staff submit 2 suggestions in 1 year.
aff received more than 1 commendation are still counted as 1.
te incident report needs to have information on 'who; 'what', 'when', 'where', 'why', 'how', 'name and particular of persond', 'action taken', and 'latest incident status when report written'.
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Learning Curve/Remedy Action Plan
CPR and First Aids 29-30 July
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atam View Beach Resort
ey Performance Indicators for Financial Year 2010 (April 2010 to March 2011)
S/NKey Performance Indicators
FY 09 Actual FY 10 BudgetWeightage Ratings for level of achi
Purchasing & Cost Control [%] 1 0.5
A Revenue & Expenses: 24
1 Resort revenue $3.82m $5.02m 3 $5.1m $5.02m
2 Resort expenses ratio to revenue 101% 95% 15 90% 93%
3 Gross operation profit -$645k $294k 6 $304k $294k
B Operations: 381 No. of job tasks exceeded deadline - 12 6 11 12
2 Number of facility out of service - 96 10 60 96
3 - 4 12 2 4
4 - 100% 10 100% 90%
C People Development: 101 No. of staff attended 6 training hours - 100% 6 100% 90%
2 - 8 4 8 7
D Strategy: 23
1 - $2.4k 10 $2.4k $2k
2 - $24k 13 $24k $20k
E Customer Care: 91 No. of unsatisfied guest 147 74 3 66 74
2 No. of satisfied guest 7,533 8,286 3 9,115 8,286
3 No. of impressed guest 5,557 6,113 3 6,724 6,113
TOTAL 104
No. of cases which supply did not matchwith PO
No. of existing suppliers' performancesbeing reviewed
No. of staff suggestion forms to save costor increase sales
Saving from getting supplies via barteragreement
Saving from sourcing cheaper existingsupplies with same quality
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vements Sep 10 Oct 10
0 Budget Result Budget Result Budget
$5m $345,526 $293,438 $439,964.67 $400,787.79 $2,849,723
95% 112% 110% 94% 102% 104%
$284k $(41,952) $(28,924) $25,595.85 $(9,859.00) ($25,889)
13 1 1 1 1 7
120 8 7 8 3 81
6 1 1 1 0 4
80% 8% 23% 8% 27% 58%
80% 8% 4% 8% 61.88% 58.33%
6 1 1 1 3 6
$1.6k $200 $223 $200 $460 $1,400
$16k $2,000 $2,600 $2,000 $2,100 $14,000
16 6 9 6 12 43
6,902 691 219 691 138 4,835
5,092 212 162 509 165 3,268
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Year-to-date PerformanceMethod of Measurement/Computation
Result Point %
0.0 0
$2,433,259 0.0 0 YTD Total Resort Revenue.
116% 0.0 0
($265,409) 0.0 0 YTD Gross Operation Profit.
2.0 2011 0.0 0 YTD Departmental Job Tasks did not complete on time.
43 1.0 10 YTD Total Days Equipment out-of-service.
5 0.0 0 YTD No. of Deliveries which items send by suppliers different from PO.
70% 1.0 10 YTD No. of Existing Suppliers being reviewed.
1.0 6142.13% 1.0 6
4 0 0 YTD Suggestion Form received.
2.0 23
$2,556 1.0 10 YTD Cost of Goods Purchased - Cost of BVBR's Barters
$14,184 1.0 13
0.0 063 0.0 0 YTD No. of Poor Grading in Guest Comments Card
1,627 0.0 0 YTD No. of Good and Average Grading in Guest Comments Card
1,319 0.0 0 YTD No. of Excellent Grading in Guest Comments Card
5.0 49
0
YTD Resort Direct Cost + Payroll Expenses + General Expenses /Resort Revenue x 100%.
YTD Total Full-time Staff exceeded Monthly Training-hour Quota /Total Full-time Staff Strength x 100%.
YTD Projected Yearly Saving by comparing the new price with existingprice.
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Source of Data
P&L Report
P&L Report
P&L Report
RM Record
M&E Report
PD Report
HC Report
FC Report
FC Report
GRO Report
GRO Report
GRO Report
ReceivingReport
PurchaserReport
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Remark
e in average 1 per KPI Dept per mth x 12 KPI Dept x 12 mth.
s EEA's equipment, vehicle, baggy, air-con unit, lift, F&B service equipment and kitchen equipment.
wrong product, wrong brand, wrong model, expired or expiring items, quantity short, and inferior quality.
price, stock available, delivery punctuality, product quality, accommodative in payment and urgent order.
es online, internal and external training in knowledge, skill and language.
ing each staff submit 2 suggestions in 1 year.
s barter can be vouchers for room, food, beverage, facility usage, spa, and ferry ticket.
product that existing supplier increases price and able to source other supplier at price before increase.
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Learning Curve/Remedy Action Plan
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Batam View Beach Resort
Key Performance Indicators for Financial Year 2010 (April 2010 to March 2011)
S/N
Key Performance Indicators
FY 09 Actual
Weightage Ratings for level of ach
Finance [%] 1 0.5
A Revenue & Expenses: 20
1 Resort revenue $3.82m $5.02m 5 $5.1m $5.02m
2 Resort expenses ratio to revenue 101% 95% 10 85% 90%
3 Gross operation profit -$645k $294k 5 $304k $294k
B Operations: 42
1 Amount of account receivable exceeded 60 days $300k $150k 24 $100k $150k
2 No. of job tasks exceeded deadline - 12 6 11 12
3 Resort overtime ratio to salary 10% 10% 4 8% 9%
4 - 96 4 60 90
5 No. of hours internet down - 10 4 8 10
C People Development: 101 No. of staff attended 6 training hours - 100% 6 100% 90%
2 - 44 4 44 34
D Strategy: 12
1 No. of cost saving programme implemented - 6 6 8 6
3 - 4 6 6 4
E Customer Care: 16
1 No. of invoices rejected due to errors - 12 6 10 12
2 No. of unsatisfied guests due to check-out billing - 12 6 10 12
3 No. of times cashiers did not have enough change - 12 4 10 12
TOTAL 100
FY 10
Budget
No. of days key service-related facility notworking
No. of staff suggestion forms to save cost orincrease sales
No. of times monthly financial report submittedby 10th of the month
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evements Sep 10 Oct 10 Year-to-date Perfor
0 Budget Result Budget Result Budget Result
$5m $345,526 $293,438 $439,964.67 $400,787.79 $2,849,723 $2,433,259
95% 112% 110% 94% 102% 102.40% 114.75%
$284k $(41,952) $(28,924) $25,595.85 $(9,859.00) ($25,889) ($265,409)
$200k $150,000 $252,052 $150,000 $356,994 $150,000 $356,994
13 1 0 1 0 7 1
10% 10% 8.50% 10% 9.00% 9.67% 10.11%
120 8 7 90 3 138 43
12 0.83 0 0.83 0 5.00 2.83
80% 8.33% 66.07% 8.33% 48.21% 58.33% 178.57%
24 3.67 0.00 3.67 0.00 25.67 0.00
4 0.33 0.00 0.33 0.00 3 2
2 0.33 0.00 0.33 1.00 2.33 2.00
14 1 0 1 1 7.17 18
14 1 0 1 0 7.17 0
14 1 0 1 0 7.17 0
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ance
Method of Measurement/Computation Source of DataPoint %
0.0 0
0.0 0 YTD Total Resort Revenue. P&L Report
0.0 0 P&L Report
0.0 0 YTD Gross Operation Profit. P&L Report
1.0 4
- 0 YTD amount of Aging exceeded 60days. Aging Report
- 0 YTD Departmental Job Tasks did not complete on time. RM Record
- 0 YTD Total Overtime Expenses / Total Salary x 100%. HC Report
- 0 YTD Total Days Equipment out-of-service. M&E Report
1 4 YTD Total Down Time on Internet. IT Report
1.0 61 6 PD Report
- 0 YTD Suggestion Form received. HC Report
0.0 0
- 0 YTD No. of Cost Saving Project led by FC. FC Report
- 0 YTD No. of Times submitted reports to Directors and RM on time. FC Report
2.0 24
0 0 YTD No. of Invoices rejected by TA or Corporate due to errors. FC Report
1 12 FO Report
1 12 YTD No. of complaints on cashier did not have change for guests. FO Report
4.0 34
0
YTD Resort Direct Cost + Payroll Expenses + General Expenses /Resort Revenue x 100%.
YTD Total Full-time Staff exceeded Monthly Training-hour Quota /Total Full-time Staff Strength x 100%.
YTD No. of complaints resulted from slow or error in billing when guestcheck out.
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Remark
e in average 1 per KPI Dept per mth x 12 KPI Dept x 12 mth.
s EEA's equipment, vehicle, baggy, air-con unit, lift, F&B service equipment and kitchen equipment.
downtime in minutes and convert into hours.
es online, internal and external training in knowledge, skill and language.
ing each staff submit 2 suggestions in 1 year.
menting of cost saving project collected from suggestions.
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Learning Curve/Remedy Action Plan
Tering Bay, RnA, Holiday Bagus
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Batam View Beach Resort
Key Performance Indicators for Financial Year 2010 (April 2010 to March 2011)
S/NKey Performance Indicators Weightage Ratings for level of ach
Maintenance, Engineering & Project [%] 1 0.5A Revenue & Expenses: 16
1 Resort revenue $3.82m $5.02m 3 $5.1m $5.02m
2 Departmental expenses ratio to resort revenue - 24% 10 20% 22%
3 Gross operation profit -$645k $294k 3 $304k $294k
B Operations: 42
1 No. of job tasks exceeded deadline - 12 6 11 12
2 Department overtime ratio to salary - 9% 6 7% 8%
3 Number of facility out of service - 96 10 60 96
4 PLN saving compared with FY 2009 - 20% 10 30% 20%
5 Water saving compared with FY 2009 - 20% 10 30% 20%
C People Development: 10
1 No. of staff attended 6 training hours - 100% 6 100% 90%
2 - 52 4 52 42
D Strategy: 20
1 3 10 4 3
2 3 10 4 3
E Customer Care: 12
1 No. of unsatisfied guest 147 74 4 66 74
2 No. of satisfied guest 7,533 8,286 4 9,115 8,286
3 No. of impressed guest 5,557 6,113 4 6,724 6,113
TOTAL 100
FY 09Actual
FY 10Budget
No. of staff suggestion forms to save cost orincrease sales
No. of preventive and overhaul plans formechanical assets being proposed
No of building and room up-keeping plan beingcompleted
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evements Sep 10 Oct 10 Year-to-date Perfor
0 Budget Result Budget Result Budget Result
$5m $345,526 $293,438 $439,965 $400,788 $2,849,723 $2,433,259
24% 20% 10% 20% 8% 20.00% 22.15%
$284k $(41,952) $(28,924) $25,596 $(9,859) ($25,889) ($265,409)
13 1 0 1 0 18 0
9% 9% 5% 9% 3% 9.00% 5.56%
120 8 7 8 3 56 43
10% 20% 15% 20% -1% 20.00% 9.91%
10% 20% -17% 20% 9% 20% 3%
80% 8% 1.39% 8% 28.47% 57.33% 48.09%
32 4.3 0 4.3 0 30.2 3
2 0.33 0 0.33 0 2.32 3
2 0.33 2 0.33 0 2.32 6
147 6 9 6 12 43 63
6,902 691 219 691 138 4,835 1,627
5,092 212 162 509 165 3,268 1,319
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anceMethod of Measurement/Computation Source of Data
Point %0.0 0
0.0 0 YTD Total Resort Revenue. P&L Report
0.0 0 P&L Report
0.0 0 YTD Gross Operation Profit. P&L Report
3.0 22
1 6 YTD Departmental Job Tasks did not complete on time. RM Record
1 6 HC Report
1 10 YTD Total Days Equipment out-of-service. M&E Report
0 0 YTD Actual PLN Meter Reading compared with FY 2009. M&E Report
- 0 YTD Actual Water Meter Reading compared with FY 2009. M&E Report
0.0 0
0.0 0 PD Report
0.0 0 YTD Suggestion Form received. HC Report
2.0 20
1.0 10 YTD Preventive & Overhaul Proposal submitted. RM Record
1.0 10 YTD Up-keeping Plan executed. M&E Report
0.0 0
0.0 0 YTD No. of Poor Grading in Guest Comments Card GRO Report
0.0 0 YTD No. of Good and Average Grading in Guest Comments Card GRO Report
0.0 0 YTD No. of Excellent Grading in Guest Comments Card GRO Report
5.0 420
YTD M&E and Project Direct Cost + Payroll Expenses + GeneralExpenses / Resort Revenue x 100%.
YTD Total M&E and Project Overtime Expenses / Total Salary x100%.
YTD Total Full-time Staff exceeded Monthly Training-hour Quota /Total Full-time Staff Strength x 100%.
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Remark
Tolerate in average 1 per KPI Dept per mth x 12 KPI Dept x 12 mth.
Excluding guest room and villa.
Excluding guest room and villa.
Expecting each staff submit 2 suggestions in 1 year.
Includes all mechanical assets in resort.
Includes EEA's equipment, vehicle, baggy, air-con unit, lift, F&Bservice equipment and kitchen equipment.
Includes online, internal and external training in knowledge, skill andlanguage.
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Learning Curve/Remedy Action Plan
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Batam View Beach Resort
Key Performance Indicators for Financial Year 2010 (April 2010 to March 2011)
S/NKey Performance Indicators
FY 09 Actual FY 10 BudgetWeightage Ratings for level of ach
The Resort [%] 1 0.5
A Revenue & Expenses: 30
1 Resort revenue $3.82m $5.02m 10 $5.1m $5.02m
2 Resort expenses ratio to revenue 101% 95% 10 85% 90%
3 Gross operation profit -$645k $294k 10 $304k $294k
B Operations: 28
1 $300k $150k 7 $100k $150k
2 No. of job tasks exceeded deadline - 144 7 132 144
3 Resort overtime ratio to salary 10% 10% 4 8% 9%
4 Number of facility out of service - 96 10 60 96
C People Development: 10
1 - 100% 5 100% 90%
2 - 480 5 480 460
D Strategy: 261 No. of room sold online - 3,600 6 4,000 3,600
2 No. of new market open - 8 6 10 8
3 No of promotions and events - 20 10 24 20
4 No. of new guest experience 3 4 4 4 3
E Customer Care: 12
1 No. of unsatisfied guest 147 74 4 66 74
2 No. of satisfied guest 7,533 8,286 4 9,115 8,286
3 No. of impressed guest 5,557 6,113 4 6,724 6,113
TOTAL 106
Amount of account receivable exceeded60 days
No. of staff attended specified traininghours
No. of staff suggestion forms to save costor increase sales
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ievements Sep 10 Oct 10
0 Budget Result Budget Result Budget
$5m $345,526 $293,438 $439,964.67 $400,787.79 $2,849,723
95% 112% 110% 94% 102% 99.73%
$284k $(41,952) $(28,924) $25,595.85 $(9,859.00) ($25,889)
$200k $150,000 $252,052 $150,000 $356,994 $150,000
156 1 0 1 1 51
10% 10% 9% 10% 9.00% 9.98%
120 8 7 8 3 56
80% 8% 23% 8% 22.12% 58.32%
440 40 31 40 3 280
3,000 138 203 138 139 1,909
6 1 0 1 0 6
16 2 0 2 3 14
2 1 0 1 0 5
147 6 9 6 12 43
6,902 691 219 691 138 4,835
5,092 212 162 212 165 2,971
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ear-to-date PerformanceMethod of Measurement/Computation
Result Point %
0.0 0
$2,607,168 0.0 0 YTD Total Resort Revenue.
108.68% 0.0 0
($265,409) 0.0 0 YTD Gross Operation Profit.
3.0 21
$339,008 0.0 0 YTD amount of Aging exceeded 60days.
23 1.0 7 YTD Departmental Job Tasks did not complete on time.
7.96% 1.0 4 YTD Total Overtime Expenses / Total Salary x 100%.
43 1.0 10 YTD Total Days Equipment out-of-service.
1.0 5
101.17% 1.0 5
90 0.0 0 YTD Suggestion Form received.
0.0 01,419 0.0 0 YTD No. of Room booked online. Excluding BVBR website.
0 0.0 0 YTD new Indonesia region and overseas markets start generating sales.
11 0.0 0 YTD promotions and events executed by EEA, F&B and S&M.
3 0.0 0 YTD new facility and on-going programme commenced.
0.0 0
63 0.0 0 YTD No. of Poor Grading in Guest Comments Card
1,627 0.0 0 YTD No. of Good and Average Grading in Guest Comments Card
1,319 0.0 0 YTD No. of Excellent Grading in Guest Comments Card
4.0 26
0
s
YTD Resort Direct Cost + Payroll Expenses + General Expenses /Resort Revenue x 100%.
YTD Total Full-time Staff exceeded Monthly Training-hour Quota /Total Full-time Staff Strength x 100%.
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Source of Data
P&L Report
P&L Report
P&L Report
Aging Report
RM Record
HC Report
M&E Report
PD Report
HC Report
Marcom Report
Marcom Report
Marcom Report
EEA Report
GRO Report
GRO Report
GRO Report
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Remark
e in average 1 per KPI Dept per mth x 12 KPI Dept x 12 mth.
s EEA's equipment, vehicle, baggy, air-con unit, lift, F&B service equipment and kitchen equipment.
es online, internal and external training in knowledge, skill and language.
ing each staff submit 2 suggestions in 1 year.
ing 1 new facility or programme commenced per quarter. The programme must be on-going instead of ad hoc basic.
on Feb 10 (207 rooms) and March 10 (136 rooms) performance to project. Expecting no. of room sold to be graduallye and reach average of 400 rooms per month. 300 x 12 = 3,600.
ing 2 new market to be opened per quarter. Can be Indonesia and/or overseas markets. Excludes Batam, Jakarta andore.
ing at least executing 1 promotions/events of any length per normal month and 1 per week during June and Nov-Dec peas.
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Batam View Beach Resort - Statistic
Key Performance Indicators for Financial Year 2010 (April 2010 to March 2011
April May June July Aug Sept Oct
Target 100% 100% 100% 100% 100% 100% 100%
7% 16% 20% 20% 26% 26% 26%6.0% 24% 18% 15.0% 21.0% 21.0% 21.0%
29% 48% 61% 55% 43% 50% 43%
23% 44% 51% 32% 22% 22% 27%
29% 35% 35% 33% 40% 40% 40%
17% 49% 64% 64% 70% 70% 70%
12% 6% 29% 29% 26% 26% 26%
HC 27% 34% 50% 54% 51% 51% 51%
Security 30% 28% 58% 59% 56% 56% 56%
18% 27% 38% 19% 36% 36% 49%
28% 32% 34% 39% 28% 44% 34%
6% 46% 46% 36% 42% 42% 42%
CompanySM
EEA
FB
FO
HK
Gardener
Purc + CC
FC
ME Proj
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5.5%
11.2%
7.0%
10.4%
18.2%
6.8%
13.3%
14.6%
12.7%
8.8%
10.9%
Percentage ofachievement to
Company Goal
Target Company SM EEA FB
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
100%
7% 6.0%
29%
23%
29
100%
16%
24%
48% 44%
3
100%
20%18%
61%
51%
100%
20%
15.0%
55%
32%
100%
26%
21.0%
43%
22%
100%
26%
21.0%
50%
22%
100%
26%
21.0%
43%
27%
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FO HK Gardener HC Security Purc + CC FC ME Proj
17%
12%
27%30%
18%
28%
6%
%
49%
6%
34%
28% 27%
32%
46%
35%
64%
29%
50%
58%
38%34%
46%
33%
64%
29%
54%
59%
19%
39%36%
40%
70%
26%
51%
56%
36%
28%
42%40%
70%
26%
51%
56%
36%
44%42
40%
70%
26%
51%
56%
49%
34%
4
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%