Operational processes and KPIs
KMD Institute and Training Centre had practiced its own SOP (Standard Operation Procedures), Codes of Conduct, Rules & Regulations for Quality Management System, and already had been approved as ISO 9001:2015 Quality Management System since last several years ago. KMD Quality Manual document had been written and implemented.
SOP (Standard Operation Procedures), Rules and Regulations, Codes of Conduct had been defined within KMD Group of Companies, and day-to-day monitoring, daily reports, weekly meeting, ad hoc meeting, weekly reports, monthly reports, quarterly review, year-end summary were done to improve work processes, to improve products/services and performance, to enhance core competencies and reduce variability. Newcomer staff trainings, new product and service trainings, regular staff development trainings were scheduled, implemented, reviewed, to incorporate new technology, organization knowledge, product excellence, customer satisfaction & value, agility of KMD products, services and processes.
Some of KMD Key Performance Indicators KPIs include: Revenue, Market Share, Customer Profitability, Reach (e.g. KMD’s various kinds of advertisement: Journal/Mag/News Paper /FM Radio/Web/Facebook), Awareness, Gross Profit, Market Share Index, Share of Customer, Net Profit, Net Sales Contribution,- Customer Acquisition Costs (e.g. KMD Advertisement costs), Incremental Sales, Target Market Fit, Market Demand, Market Penetration (e.g. KMD Franchise Centers all around Myanmar), Cost per Lead (e.g. KMD Advertisement costs), Promotion Profit, Quotation Speed (e.g. KMD quotations to Gov/NGO/Enterprise), Customer Lifetime Value (e.g. World First, High Achiever, Roll of Honor from NCC, UK for KMD Institute), Recognition (e.g. NCC, SQA awards), Return on Customer (e.g. How many 1st-year students continue to attend 2nd year), Repeat (Retention) Rate, New Customer Gain (e.g. New students of 1st-year), Transaction per Customer (e.g. How many courses a student attended), Pageviews (e.g. KMD Facebook, website), Marketing Cost per Unit, Clickthrough Rate (e.g. KMD Facebook’s Like & Share), Market Growth, Segment Contribution (Profitability), Net Price, Net Promoter Score, etc. Implementability of those KPIs were monitored and reviewed, and amendments were made as needed.
SMART (Specific, Measurable, Achievable, Realistic, Time based) Key Performance Indicators KPIs had been considered for KMD, and these include: Revenue, Market Share, Customer Profitability, Reach (e.g. KMD’s various kinds of advertisement: Journal/Mag/News Paper /FM Radio/Web/Facebook), Awareness, Gross Profit, Market Share Index, Share of Customer, Net Profit, Net Sales Contribution,- Customer Acquisition Costs (e.g. KMD Advertisement costs), Incremental Sales, Target Market Fit, Market Demand, Market Penetration (e.g. KMD Franchise Centers all around Myanmar), Cost per Lead (e.g. KMD Advertisement costs), Promotion Profit, Quotation Speed (e.g. KMD quotations to Gov/NGO/Enterprise), Customer Lifetime Value (e.g. World First, High Achiever, Roll of Honor from NCC, UK for KMD Institute), Recognition (e.g. NCC, SQA awards), Return on Customer (e.g. How many 1st-year students continue to attend 2nd year), Repeat (Retention) Rate, New Customer Gain (e.g. New students of 1st-year), Transaction per Customer (e.g. How many courses a student attended), Pageviews (e.g. KMD Facebook, website), Marketing Cost per Unit, Clickthrough Rate (e.g. KMD Facebook’s Like & Share), Market Growth, Segment Contribution (Profitability), Net Price, Net Promoter Score, etc. Implementability of those KPIs were monitored and reviewed, and amendments were made as needed.