How to Complete the Performance Summary Table (PST)

As an initial step, it is important to ensure that all of the required metrics are listed on Table F and the PST. This is done by reviewing the requirements in Category 4.0 Performance (including Item 4.10 Achieving Results) and Exhibit 1. Protect the worksheet before entering any data. Only enter information in columns A, B, C, D, E, F, G, and J. Entering data in other columns will interfere with the built-in calculations.

Column B
Cell B6: Insert the date Cell B7: If this is an initial certification, enter Y Cell B8: If this is a re-certification, enter Y Cell B9: Enter B or G to indicate if the entity is seeking certification to the Base or the Gold Standard.

Guidelines for Completing Each Column

Column A: Item # Reference. Enter the Item number as required or leave blank. Column B: (rows 28-236) Metric Type. Enter the KCRP or KSP metric type or leave blank. Column C: Required Metric Name. Enter the name of the Metric as applicable. Column D: Actual Metric Used. This is the name of the metric the CSP uses. If it is different than the name listed, enter the correct name here. Column E: Metric Label. Each metric is already labeled as a Service, Quality, Cost, or Client/ End-User Satisfaction Metric. Column F: Number of Months Achieving Target. This is the number of months (or other relevant time period) that the CSP is achieving target. Column G: Number of Months with Data. This is the number of months (or other relevant time period) for which the entity has collected the data. You must input this figure. Remember that if there is a break in the data (i.e., data is missing for one or more periods), data for periods
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prior to the break in data may not be considered in determining compliance to Item 4.10 Achieving Results. Column H: Are Targets Achieved in at Least 3/4ths of the Periods? Based upon your entries in Columns f and G, the tool will automatically determine the answer to this question. Column I: Is Performance Improvement Expected? A No in Column I will automatically yield a Yes in this column, indicating you would expect performance improvement. Column J: Is there Sustained Improvement? An entry should only be made in this column if there is a Yes in column H. This is your assessment of whether or not there has been sustained improvement. The guideline you should use for determining if improvement has been sustained is either: Are there three consecutive data points above the previous performance level? Did the mean performance change? Column K: Is individual metric compliant? If the answer in either column H or J is Yes then the tool will automatically enter Compliant in this cell, otherwise, it will enter Not Compliant.

Guidelines for Summarizing and Interpreting the PST

The Results area begins in cell A11. An explanation of each cell is provided below. Cell I11 automatically calculates the percentage of metrics meeting/exceeding target. If this calculation is greater than or equal to 50%, the Entity is compliant on the 50% rule for the Base Standard (Cell H11). If this calculation in greater than or equal to 65%, the Entity is compliant on the 65% rule for the Gold Standard (Cell H11). Cell K13 automatically calculates the percentage of metrics meeting/exceeding target or exhibiting sustained improvement. If this calculation is greater than or equal to 75%, the Entity is compliant on the 75% rule (Cell J13). Cells M15, M17, M19, and M21 automatically calculate the percentage of Service, Quality, Cost, and Client/End-User Satisfaction metrics meeting/exceeding target or exhibiting sustained improvement (Cells L15, L17, L19, and L21) (Gold Standard only).

Base: To be compliant, the Entity must achieve at least 50% in Cell I11 and at least 75% in Cell K13. Cell K23 performs this final calculation and determines if the Entity is compliant with Item 4.10. Gold: To be compliant, the Entity must achieve at least 65% in Cell I11, at least 75% in Cell K13, and at least 50% in Cells M15, M17, M19, and M10. Cell L25
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performs this final calculation and determines if the Entity is compliant with Item 4.10.

2004 Customer Operations Performance Center Inc.

Revised 01-Nov-04