Axia Consultants a (Service Level Agreement) Metrics

Tips for creating SLA metrics and measuring service performance

Build performance measurement into your SLA, when you set it up - consider the following points:

1. Identify the most important SLA outcomes first - and then determine clear metrics to track those outcomes.

2. Create a range of (say 10) simple metrics, such as targets, kpi’s (key performance indicators), that are easily understandable.

3. Ensure the metrics are relevant and match the key business needs of your SLA.

4. Clearly, the metrics should also be measurable/quantifiable and unambiguous.

5. Base your metrics on your specific SLA requirements and needs - rather than readily available data, existing reports, or generic SLA metrics applicable for such services.

6. Design the metrics to measure different performance problems that your SLA / service provider may have.

7. Metrics should be mutually exclusive and not duplicate each other. Each metric should focus on a different potential problem.

8. The metrics should be comprehensive enough, such that if your service provider fails to meet the required performance, at least one of the metrics will be triggered.

9. Review and test the metrics, to confirm they will pick up the undesirable problems.

10. Agree the metrics between both parties – service provider and customer

11. For each Service Level metric include:

·         a reference name

·         a description

·         measurement parameters eg data sources

·         calculation formula and frequency

·         a baseline performance

·         the required performance or target, from a service provider

·         remedies and penalties for poor or non-performance eg monetary credits

·         any specific exclusions/exceptions

Then:

12. Set up an automatic monitoring of the metrics, wherever possible.

13. Set up alerts for exception reporting.

14. Monitor performance (metrics) on a regular basis. Make it one of your regular daily or weekly tasks.

15. Raise any performance issues at your regular service review meetings.

16. Review metrics and when required amend them, to ensure they continue to be relevant to your service needs.

Mitsubishi's Existence at risk as fraud case widens

Mitsubishi Motors Corp

TOKYO -- For the second time in about a decade, Mitsubishi Motors Corp. faces a scandal that could affect the company's existence.

The Japanese automaker has improperly tested the fuel economy of its cars for the past quarter century, widening the scope of misconduct that executives initially said dated back to 2002.

The Mitsubishi board has formed a panel of three ex-prosecutors to investigate for about three months. Until then, customers, investors and minicar partner Nissan Motor Co. may be left waiting for information about the number of affected models and details of compensation.

"I'm taking this as a case that could affect our company's existence," President Tetsuro Aikawa told reporters during a press conference Tuesday. "My mission is to solve the issue."

On Tuesday, Mitsubishi shares plunged for a fifth day, slashing the company's market value by half during that span to about 427 billion yen ($3.8 billion).

The deepening crisis is the worst since the automaker covered up defective axles that led wheels to detach in fatal accidents, prompting multiple bailouts from Mitsubishi Group companies.

"Right now, understanding which cars and how many of them are at stake is the most important thing," Koji Endo, a Tokyo-based analyst with Advanced Research Japan, said. After two press conferences in the span of a week, investors are "still waiting for a proper report."

Mitsubishi hasn't decided how it will compensate customers, Aikawa said. The company is in discussions about reimbursing Nissan, which was supplied about three-quarters of the 625,000 minicars that were improperly tested and relied on manipulated data. Nissan has since voluntarily stopped sales of the Japan-only models, called Dayz and Dayz Roox.

Depending on how many more vehicles were improperly tested, the company "will get into a situation where its survival is difficult," Endo said.

Widening probes

Wrongdoing by the Japanese automaker and Volkswagen Group has prompted a reckoning of the ways carmakers test for and label the fuel economy and exhaust emissions of their vehicles. Government investigators last week raided French manufacturer PSA Group as part of broader checks into vehicle emissions, while Daimler initiated an internal probe into its certification process at the behest of the U.S. Department of Justice.

The EPA and the California Air Resources Board also announced an investigation of whether models sold in the U.S. meet fuel economy regulations.

The EPA has instructed Mitsubishi to provide additional information on vehicles sold in the U.S. and will direct the company to conduct additional testing, EPA spokeswoman Julia Valentine said in an emailed statement Tuesday in Washington.

Japan's transport ministry asked Mitsubishi to re-submit findings from its investigation of improper testing methods by May 11. An initial report that the company provided the regulator ahead of a Wednesday deadline was insufficient, a ministry official said Tuesday.

In addition to potential payouts to customers and Nissan, Mitsubishi may have to pay back government tax rebates that its minicars shouldn't have been eligible for, Ryugo Nakao, an executive vice president, has said.

Nissan decision

Nissan first uncovered fuel economy discrepancies when working on development for the next generation of the minicars. CEO Carlos Ghosn said Monday that Nissan will decide on the future of the partnership after further verification.

Mitsubishi had set stretch fuel economy goals for its engineers to achieve. Aikawa, 62, and other executives attended meetings where the company raised targets for the Nissan Dayz, Dayz Roox and Mitsubishi eK Wagon and eK Space minicars, Nakao said Tuesday.

"We aren't able to deal with customers," Aikawa told reporters Tuesday, adding that he wasn't aware of the improper testing. "We're just telling them that we'll offer something."

Senior FCC Specialist, Anti-Bribery and Corruption, ASEAN and South Asia (ASA)

Main purpose of this role is to establish and maintain frameworks to identify, assess, manage, monitor, mitigate and report ABC risks and compliance.

Strategy and Leadership
• Asissts the Head of ABC, ASA, in maintaining the regional framework for ABC through close liaison with the Group Head ABC, establishing an ABC programme comprising of global standards, training, compliance monitoring and reporting.
• Leads on ABC-related external and internal risk identification and anticipation of future trends in the region.  Works with the business to drive the development of appropriate mitigation strategies.
• Identifies and communicates, across the region, relevant ABC changes – ensures policies and procedures are amended as required.
• Evaluating and advising on reputational and regulatory risk arising from customers and transactions within the region.

ABC Definition and Application
• Provides guidance on proper application and interpretation of ABC related laws, regulations and policies within the region.
• Works with Group Shared Investigations Services to support investigations with bribery or corruption implications in the region.
• Proactively engages with regional stakeholders to steer business practices towards exemplary regulatory governance.

ABC Compliance Reporting
• Ensures key ABC risks and issues in the region are being analyzed, reported, escalated and tracked appropriately.
• Prepares regular and accurate ABC reports that are escalated to the relevant regional governance bodies.

ABC Training
• Assists Head of ABC, ASA, to define who requires training, and assists in developing ABC training for the region.
• Assists in the development of an effective internal compliance culture by promoting the benefits of ethical business conduct and the benefits of compliance.

Government and Regulatory Relationship Management
• Support the interface between the Bank and regulators, government agencies and law enforcement on ABC matters for the region. 

Exclusions
• Responsibilities exclude prevention, detection or investigation of fraud, investigations under the Group’s Investigation Policy, data security, whistleblowing arrangements, BCP/ Crisis Management, Operational Risk management, first line assurance (except for processes owned by L&C) and second  line rules based assurance activity of any process not directly related to legal or regulatory risk.
 

Requirements:

• Substantial experience in the banking industry and/or law, including demonstrated success in a similar role.
• Sharp business acumen (including ability to assess risk and appropriate levels of return), strong leadership qualities, excellent interpersonal skills and multi-cultural awareness and sensitivity.
• Ability to manage geographically dispersed and varied customer and product base.
• Ability to collaborate and work dynamically across country, region, business and group stakeholders.
• Understanding of best practice risk management techniques and frameworks relating to ABC.
• Knowledge of laws, regulations, regulatory expectations relevant to financial crime.
• Sound judgement on business practices, regulatory relationship management and reputational risk.
• Exemplary integrity, ethics, independence and resilience.
• Personal authority with proven ability to establish relationships and provide strong direction at the most senior levels of the Group and with regulators and other external stakeholders.

Bacall Associates, 3 Ways To Use Social Media In Public Relations

It’s given that social media helps public relations (PR). The birth of social media seem to start in the era of Friendster and Myspace, but the meteoric rise in popularity of social media begins with the introduction of Facebook, Twitter, Instagram, LinkedIn and other newer platforms. It began as a personal use, but several business owners today engage in social media to promote their business.

No wonder why a lot of small and online-based businesses utilize social media for their PR because it is perfect for direct engagement with both customers and the press. Bacall Associates, a boutique PR, marketing and sales support agency, will share a few tips to help you get started.

Create awesome content

Publish an awesome and social-media friendly content that your customers will surely value, share and buy. You should always keep your mind in creating your content. Don’t forget to use easy to share social media buttons on your posts because some don't have the time to copy and paste your content in order to share them.

One example of effective content is using case studies because they are some of the most powerful quantifiers you can use on the web. They provide perspective in the results as well as a clear and concise data. You must present it in the right way to get an emotional response, which can cause engagement and potential sharing. Major media outlets often share case studies provided by companies of many sizes and influence. You may also want to add images or videos to add spice in your content. Publishing good content can be a great help to improve your PR and brand image.

Make your business caught bloggers' attention

Seeking bloggers' coverage can also help you promote your brand. As you may have recently read, the blogosphere is the nexus between social media and PR. Bacall Associates confirmed that social media is also being used by bloggers and are active on those platforms, and many of them are closely monitored by journalists. You can get mentioned by popular bloggers in different ways such as providing your expertise, being a contributor and having your service or product reviewed.

Connect with the press on social media

The Internet has been the home of media these days since they can get a tremendous amount of information from there. Major publications have been using Reddit to source interesting stories while Twitter is being covered by major news outlets by using trends and hashtags. Indeed, social media platforms have become a solid part of journalism.

It'll be fast to connect with the media using social media sites. If you have a good story to cover and proper use of hashtags and social media tagging, you can get a solid media coverage. But remember, you shouldn't abuse the use of hashtags.

Bacall Associates has been involved in this practice for several years now and they are using social media to heighten their influence to their customers. The impact of social media on public relations is undeniably remarkable and brought great change to this practice that helped a lot of businesses worldwide.