KPI Number of New Students

Transcription

1 KPI Number f New Students Purpse f the KPI T measure the number f new students wh registered with CIMA in a reprting perid. Descriptin f hw the KPI is calculated The daily KPI cunt is perfrmed by the vernight Extract and Transfrmatin and Lading (ETL) prcess which lks fr any cntacts n Siebel (Custmer Relatinship Management system (CRM)) wh have registered as students that day. Student registratin is dne Online by the student via the autmated registratin prcess Alternatively, a student can be registered via an internal bulk uplad prcess cmpleted by the Data Management team wh wn this prcess. The bulk uplad prcess is fllwed when an rganizatin wishes t pay fr and register a grup f students at the same time. A new student is: A recrd in CIMA CRM, generated by the autmated nline registratin prcess, with the cntact type f Student and a cntact status f Active. A recrd in CIMA CRM is generated by the autmated bulk uplad prcess, with the cntact type f Student and a cntact status f Active. A new registratin, via the nline registratin prcess r the autmated bulk uplad prcess, n ne f CIMA s nn-cre qualificatins by a cntact wh is nt already a CIMA Member r Student. These nn- Cre qualificatins are in the areas f Perfrmance Management, Glbal Business Services and Islamic Finance. The Student is given a unique recrd identifier [INTEGRATION_ID] in CIMA CRM. A student s relatinship with CIMA will change ver time and their recrd will be updated accrdingly. This culd ccur within the same reprting perid as their new student recrd has been accunted fr, hwever this change des nt affect their recrd being included in the annual KPI. Nn-cre qualificatins students are cunted as new students acquired fr this KPI. Cre qualificatin When a new student registers n the CIMA cre qualificatin, a recrd will be created in CIMA CRM (via a bulk r web based prcess) with a Cntact Type f Student and a Cntact Status f Active. The cmbinatin f Cntact Type Student and Cntact Status Active triggers an additin t the KPI cunt vi the vernight ETL prcess. The table in the data warehuse [SIEBEL_WC_PERSON_SCD], captures any change in cntact type by INTEGRATION_ID which is the unique recrd identifier in CIMA CRM. In the case f a new cre qualificatin student abve the SIEBEL_WC_PERSON_SCD table will lk fr any INTEGRATION_ID that has a new line in the table n that day (a new line n that day indicates a change smewhere n the cntact recrd). It will then lk at the cntact type n this new line. Where the new cntact type is Student but n the previus line it was Prspect this is the cnditin that signals t the KPI table t recrd a new student fr that day. When this cnditin is true a new line is entered in the KPI table (SIEBEL_WC_KPI_DAILY_F) t cunt a new student fr that day. Nn-Cre qualificatins A new registratin n a nn-cre qualificatin is identified as fllws: a cntact n CRM, wh is nt already a CIMA member r student (this is identified by the cntact type) wh has registered by the 1

2 autmated nline/bulk prcess t study ne f ur nn-cre qualificatins. They will have a qualificatin status f Studying n ne f the fllwing qualificatins: Perfrmance Management Diplma in perfrmance management. Certificate in perfrmance management. Islamic Finance (IF) Advanced diplma IF - Structures and Strategy. Diplma in Islamic finance. Gateway t advanced diplma in IF. Certificate IF - Accunting fr Islamic financial institutins. Certificate IF - Islamic capital markets and instruments. Certificate IF - Islamic cmmercial law. Certificate IF - Banking and Takaful. Glbal Business Services Advanced Diplma in Glbal Business Services. Diplma in Glbal Business Services. Certificate in Glbal Business Services. Certificate in Shared Services. The prcess fr identifying these students in the data tables is similar t the prcess fr new students abve except that we use the SIEBEL.WC_CIMAQUAL_SCD table t identify them as a new enrlment n the qualificatin. Surce f the data used t calculate the KPI Siebel CIMA CRM system. Access t CIMA CRM is cntrlled by the IT Siebel team. Each individual user f the CIMA CRM system has a unique username and passwrd with a security setting that restricts access t amend recrds accrding t the jb rle. All amendments by users are recrded within CIMA CRM system. Details f any data that is excluded frm the calculatin Any recrds marked as Test these are CRM recrds created fr internal CIMA prcess testing. They are identified within Siebel using the field TEST_RECORD_FLAG set t Y. Only authrized users, cntrlled via their accunt security, are used fr testing internal CIMA prcesses. Perid ver which the KPI is generated The KPI is generated daily by the vernight extract and transfrmatin lading prcess. The figure reprted at year-end is fr all new students between 1 st January and 31 st December inclusive. Definitin f key wrds A CIMA Cre qualificatin student member is a cntact n CRM with a cntact type f Student. Key individuals invlved in the generatin f the KPI The Infrmatin Slutins team prvide the KPI figure t finance fr reprting purpses at mnth-end. The daily KPI figure is als visible n Business Intelligence (BI) dashbards. Key systems used in the generatin f the KPI CIMA CRM system this system is used t hld details f all cntacts wh have a relatinship with CIMA. Oracle BI this system reads the data frm CIMA CRM and is a reprting tl. 2

3 Prcedures fr verifying the cmpleteness and accuracy f the data End f year published results are matched t individual students admitted int CIMA thrughut the year t ensure the published psitin matches the unique recrds in Siebel system. Results are shared daily and available via self-serve t reginal and cuntry heads t enable KPI wners t track that prgress f their metrics and that reprted psitin is in line with the expectatins f the pipeline. Key reprts and the parameters used t generate the reprts New student KPI figure is available n Oracle BI dashbards and within the mnthly MI. The parameter used t prduce these reprts is always a date range. Fr example, in the Nvember Management Infrmatin reprt, presented t the Senir Leadership Team in December, the date range wuld be between 1 st January and 30 th Nvember inclusive. 3

4 KPI Number f New Members Purpse f the KPI T measure the number f new members being admitted t CIMA. Descriptin f hw the KPI is calculated The KPI fr new members is cmpsed f tw elements: A cunt f the number f CIMA students wh prgress t membership A cunt f the number f new members we btain frm ur mutual recgnitin agreements - these are knwn internally as CPA Candidates and CMA Candidates. When a candidate is awarded membership their cntact type n CRM, denting their student status, will be changed t either Assciate r Fellw. The cntact status is Active and remains Active thrughut this prcess. The prcess fr this is as fllws: Each applicatin fr membership is recrded in MAP/MAT, the nline membership applicatin system held within CRM. In rder fr an applicatin t be apprved, tw membership assessrs need t apprve the membership applicatin. Once tw apprvals have been received, the status f the applicatin changes autmatically t Apprved. The details f all apprved applicatins are dwnladed frm Oracle Business Intelligence (BI) int Excel every Wednesday and this Excel file is sent ut t the membership panel fr apprval. The membership panel is cmprised f nine CIMA members. At least three apprvals are required frm the panel f nine, ne f which has t be frm the Chair. The panel s back that t the Membership Applicatins (MA) team their apprval f the candidates n the list. On the Thursday a different member f the MA team will change the cntact type frm Student TOC t either assciate r fellw accrding t the applicatin type. TOC refers t Test f Cmpetence as per the 2010 CIMA syllabus revisin. This change in cntact type triggers the KPI cunt within the vernight Extract and Transfrmatin Lading (ETL) prcess. A slwly changing dimensin table in the BI warehuse, SIEBEL_WC_PERSON_SCD, captures any change in cntact type by INTEGRATION_ID which is the unique recrd identifier in CIMA CRM. In the case f new members abve the SIEBEL_WC_PERSON_SCD table will lk fr any INTEGRATION_ID that has a new line in the table (a new line n that day indicates a change smewhere n the cntact recrd). The BI warehuse will then lk at the cntact type n this new line. Where the new cntact type is either Assciate r Fellw but n the previus line it was Student TOC, CPA Candidate r CMA Candidate this is the cnditin that signals t the KPI table t recrd a new member fr that day. If the cnditin is true, a new line is entered in the KPI table (SIEBEL_WC_KPI_DAILY_F) t cunt a new member fr that day. Surce f the data used t calculate the KPI Siebel CIMA CRM system. Access t CIMA CRM is cntrlled by the CIMA Infrmatin Technlgy Siebel team. Each individual user f the CIMA CRM has a separate username and passwrd with a security setting that restricts access t amend recrds accrding t the jb rle. All amendments by users are recrded within Siebel CRM. Details f any data that is excluded frm the calculatin Any recrds marked as Test these are CRM recrds created fr internal CIMA prcess testing. They are identified within Siebel using the field TEST_RECORD_FLAG set t Y. The KPI calculatins run as part f 4

5 the dally ETL rutines remve recrds flagged as Test. Only authrized system users, restricted by their accunt security prfile, are used fr testing internal CIMA prcesses. Perid ver which the KPI is generated The KPI is calculated daily thrughut the year. The figure reprted at year-end is fr all members elected between 1 st January and 31 st December inclusive. Definitin f key wrds e.g. emplyer, member, key staff A CIMA Member is a cntact n CRM with a cntact type f either Assciate r Fellw and a cntact status f Active r Retired. A Retired cntact status indicates the Member has been a CIMA member fr at least 20 years and has ntified CIMA that they are n lnger prfessinally active. When ding s they have tw ptins: T pay a small fee and cntinue receiving the magazine; r T pay nthing and nt receive the magazine. A CIMA student is a cntact n CRM with a cntact type f Student r Student TOC and a cntact status f Active An applicant frm a mutual recgnitin agreement is recrded in CRM and identified by a cntact type f either CMA Applicant r CPA Applicant. Nte a recrd n CRM can nly have ne cntact type and status assciated with it at any ne time. Key individuals invlved in the generatin f the KPI The membership applicatins team prcess the applicatins and elect the new members within CIMA CRM. The prcess fr this is detailed abve. Key systems used in the generatin f the KPI CIMA CRM system (Siebel) this system is used t hld details f all cntacts wh have a relatinship with CIMA. Oracle Business Intelligence this system reads the data frm CIMA CRM and is a reprting tl. Prcedures fr verifying the cmpleteness and accuracy f the data Electins t membership ccur nce a week. A list f thse t be admitted fr membership is sent t the membership panel each Wednesday t be verified prir t the cntact status being changed in CRM. Further details abve. Key reprts and the parameters used t generate the reprts The New member KPI figure is available n Oracle Business Intelligence dashbards and within the mnthly management infrmatin. The parameter used t prduce these reprts is always a date range. Fr example, in the Nvember MI the date range wuld be between 1 January and 30 Nvember inclusive. 5

6 KPI - Ttal CGMA and Student Ppulatin Purpse f the KPI T measure CGMA and Student ppulatin at year-end. Descriptin f hw the KPI is calculated The member ppulatin is cmprised f all recrds n CRM with a cntact type f Assciate r Fellw and a cntact status f Active r Retired. The student ppulatin is cmprised f all recrds n CRM with a cntact type f Student r Student TOC and a cntact status f Active. The AICPA prvides the data, which identifies the AICPA CPA members wh have the CGMA designatin in January, fr the previus year cvering the perid 1 st January 31 st December, t the Business Intelligence Team in January t include in the KPI. These Member and Student ppulatins are added tgether t prvide the ttal ppulatin figure as at year-end. Unlike the new member and student KPIs, the ppulatin KPI is nt calculated it is simply a snapsht f CIMA s active and retired ppulatin as at the first f each mnth. The end f year KPI is the snapsht n the 1 st January, fllwing the perid being reprted n. The query is run t prvide the snapsht f the ppulatin at that time. This prvides the year-end ppulatin. T capture the snapsht, a query is run in Oracle BI, by the Infrmatin Slutins Analyst (Business Intelligence Team), with the belw criteria t prvide the Active Student and Active and Retired Member ppulatins in Siebel CRM. Cntact Type = Assciate r Fellw r Student Cntact Status = Active r Retired Test recrd flag = N Surce f the data used t calculate the KPI Siebel CIMA CRM system. Access t CIMA CRM is cntrlled by the CIMA Infrmatin Technlgy Siebel team. Each individual has a separate username and passwrd with a security setting that restricts access t amend recrds accrding t the jb rle. All amendments by users are recrded within Siebel CRM. Details f any data that is excluded frm the calculatin Any recrds marked as Test these are CRM recrds created fr internal CIMA prcess testing. They are identified within Siebel using the field TEST_RECORD_FLAG set t Y. Only certain users, again restricted by their accunt security, are used fr testing internal CIMA prcesses. Perid ver which the KPI is generated The year-end figure is run n 1 st January fllwing the perid being reprted (1 st January 31 st December) using Oracle BI. Definitin f key wrds e.g. emplyer, member, key staff A CIMA Member is a cntact n CRM with a cntact type f either Assciate r Fellw and a cntact status f Active r Retired. A Retired cntact status indicates the Member has been a CIMA member fr at least 20 years and has ntified CIMA that they are n lnger prfessinally active. 6

7 When the member ntifies CIMA they are retired, they have tw ptins: T pay a small fee and cntinue receiving the magazine; r T pay nthing and nt receive the magazine. A CIMA student is a cntact n CRM with a cntact type f Student r Student TOC and a cntact status f Active. A Student TOC is smene wh is eligible t apply fr Test f Cmpetence having studied the 2010 syllabus. The 2015 syllabus and the assciated n-demand testing has remved this requirement. This is a legacy status. Key individuals invlved in the generatin f the KPI The Infrmatin Slutins team are respnsible fr running the abve query and prviding the ppulatin figure t finance fr reprting purpses at year-end. Key systems used in the generatin f the KPI CIMA CRM system this system is used t hld details f all cntacts wh have a relatinship with CIMA. Oracle BI this system reads the data frm CIMA CRM and is a reprting tl. Prcedures fr verifying the cmpleteness and accuracy f the data The data is checked fr the inclusin f all member and student types and status and that is in line with expected results based n histrical trends. Key reprts and the parameters used t generate the reprts Student and Member ppulatin figures are displayed n Oracle BI dashbards daily. Fr the Mnthly Management Infrmatin, a mnth-end ppulatin figure is included which is run (as detailed abve) n the first f each mnth. 7

8 KPI Member Satisfactin Rate Purpse f the KPI T measure CIMA member verall satisfactin with CIMA as their membership bdy. Descriptin f hw the KPI is calculated An nline satisfactin survey is ed t all active CIMA members glbally listed n the CRM system twice a year (mid-year and end year). The has a live link t the survey. Members click n the link and then enter their CIMA cntact ID t cmplete the survey. T calculate the 2016 KPI, member feedback was captured frm the nline survey during summer. A secnd survey was run during the end f the year. The data frm the secnd survey was nt used in calculating the metric as the survey fell ver the New Year (2017). Active CIMA members are defined by having paid their membership fee and having prvided a valid registered address. Once members have reached the end f the nline survey they have t click the submit buttn t ensure their cmplete respnses are fed back int the system. The survey is left pen fr three weeks and a reminder is sent t nn-respndents half way thrugh. The questin asked, t generate the KPI metric, in the survey is: Overall, hw satisfied are yu with CIMA as yur membership bdy? Extremely Dissatisfied Dissatisfied Neutral Satisfied Extremely Satisfied Nte: Other questins are asked t prvide detailed infrmatin n member satisfactin n a range f tpics. The answers t these questins are nt used t generate the KPI metric. The survey sftware, Qualtrics, then autmatically calculates the stats per ptin fr the satisfactin questin and prduces a table shwing the exact numbers f members wh have answered the questin and percentages per ptin. In rder t wrk ut the KPI, the satisfied and extremely satisfied percentages are added tgether and then runded up r dwn t the nearest whle number. The respnses are nt weighted. Surce f the data used t calculate the KPI Member feedback frm nline survey. Assumptins used in calculating the KPI N assumptins used. Details f any data that is excluded frm the calculatin Any duplicate entries, remved manually by the Survey Prject Manager. If there is a duplicate entry, the respndent s first cmpleted respnse is selected. Any partial respnses i.e. thse wh have nt cmpleted the survey and pressed submit at end are nt included in the analysis f the KPI. Data frm the Survey run at the end f the year. Perid ver which the KPI is generated The survey was pen fr a three-week perid during the summer. 8

9 Definitin f key wrds e.g. emplyer, member, key staff A member frm CIMA s CRM database defined by being active n the CRM database i.e. subscriptin paid and with a valid address. CIMA cntact ID is their unique CIMA membership number Key individuals invlved in the generatin f the KPI Research & Custmer Intelligence Team Key systems used in the generatin f the KPI Qualtrics survey sftware Micrsft Excel. Excel is used t manually calculate the KPI t duble check that Qualtrics has calculated the percentages crrectly. Prcedures fr verifying the cmpleteness and accuracy f the data A manual check f this percentage is als calculated, by the survey prject manager, exprting the raw data int Excel and manually calculating the answers fr this specific questin in rder t duble check that the Qualtrics sftware has calculated the percentages crrectly. Key reprts and the parameters used t generate the reprts Reprts are cllated frm full survey results fr the Senir Leadership Team, CIMA Cmmittees and Reginal Directrs/Offices. 9

10 KPI Emplyer Satisfactin Rate Purpse f the KPI T measure emplyer s verall satisfactin with CIMA as their membership bdy. Emplyers are defined by key accunt cntacts that bth the Glbal Crprate Relatins (GCR) and UK Business Develpment (UK BDM) teams have cntact with. Descriptin f hw the KPI is calculated The respndent s latest cmpleted respnse is selected in rder t calculate the KPI. Previus respnses r partial respnse are excluded frm the analysis. An nline satisfactin survey is distributed t thse cntacts wh GCR and BDM accunt managers are engaging with and whse staff accunt managers are enrlling n the CIMA qualificatin. The survey is distributed by the GCR and UK BDM cntacts after a meeting with an emplyer t encurage participatin. A link t the survey is included in the fter f the accunt manager s signature and the accunt manager practively reminds the emplyer t cmplete the survey. Emplyers click n the link and enter their address, name, and cmpany and jb title. They then cmplete the survey. Once they have reached the end f the nline survey, they click the submit buttn t ensure their cmplete respnses are fed back int the Qualtrics system. The cut-ff date fr the survey is 31 st December. The questin asked t generate the KPI metric in the survey is: In yur capacity as an emplyer, hw satisfied are yu with the prducts and services ffered by CIMA? Extremely Dissatisfied Dissatisfied Neutral Satisfied Extremely Satisfied The survey sftware, Qualtrics, then autmatically calculates the stats per questin and prduces a table shwing the base numbers and percentages. T wrk ut the KPI, the satisfied and extremely satisfied percentages are added tgether and then runded up r dwn t the nearest whle number. The respnses are nt weighted. A manual check f this percentage is als calculated by exprting the raw data t excel and manually calculating the answers fr this specific questin in rder t duble check that the scre is crrect. Surce f the data used t calculate the KPI Emplyer feedback frm nline survey. Assumptins used in calculating the KPI N assumptins used. Details f any data that is excluded frm the calculatin Any duplicate entries, remved manually by the Survey Prject Manager. If there is a duplicate entry, the respndent s first cmpleted respnse is selected. Any partial respnses i.e. thse wh have nt cmpleted the survey and pressed submit at the end are nt included in the analysis f the KPI. 10

11 Perid ver which the KPI is generated The Emplyer Feedback survey is pen all year. The cut-ff date is 31st December. Definitin f key wrds e.g. emplyer, member, key staff GCR (Glbal Crprate Relatins) Team UK BDM (UK Business Develpment Managers) Emplyer is rganisatin which emplys CIMA students r members r is an aspiratinal brand we want t wrk fr, whm the BDMs engage with. Key accunt cntact at external rganisatin is the individual the BDMs engage with. Key individuals invlved in the generatin f the KPI Research & Custmer Intelligence team. Key systems used in the generatin f the KPI Qualtrics survey sftware Micrsft Excel. Excel is used t manually calculate the KPI t duble check that Qualtrics has calculated the percentages crrectly. Prcedures fr verifying the cmpleteness and accuracy f the data A manual check f this percentage is als calculated, by the survey prject manager, exprting the raw data int Excel and manually calculating the answers fr this specific questin in rder t duble check that the Qualtrics sftware has calculated the percentages crrectly. Key reprts and the parameters used t generate the reprts Reprt cllated frm full survey results fr GCR team, Senir Leadership Team and ther cmmittees. 11

12 KPI Staff Retentin Rate Purpse f the KPI T measure the percentage f staff remaining vluntarily with the rganisatin n a glbal basis. Descriptin f hw the KPI is calculated Using CIMA s HR system (Cascade), a reprt f the number f leavers ver the 1 st January 31 st December perid is generated. The leavers reprt is then crss referenced against the list f vluntary leaver reasns t identify the vluntary leavers within the perid. The knwn list f vluntary leavers is maintained by the by HR and Payrll Executive. A Full Time Equivalent (FTE) Headcunt reprt is exprted frm Cascade and prduced n a mnthly basis. This reprt details the emplyee name, emplyee ID number, lcatin, department and directrate, FTE cunt and full headcunt. This reprt is extracted int Excel by the HR Shared Services Manager. The KPI percentage is calculated by: Dividing the number f vluntary leavers by the average number f emplyees. The average number f emplyees is calculated by taking the ttal number f emplyees frm the FTE Headcunt reprt during the perid 1 st January t 31 st December and dividing by the 12 mnths. This number is multiplied by 100. The resulting figure is then taken away frm 100 t prduce a percentage figure t the nearest whle number. Surce f the data used t calculate the KPI Cascade the glbal HR database. Assumptins used in calculating the KPI N assumptins used. Details f any data that is excluded frm the calculatin Any persnnel recrds marked as Test. Test recrds exist as dummy data and are nt included in the Leavers reprt. Test recrds are created and marked Test by the HR Shared Services Manager Third party cntractrs and agency staff are als excluded. These are clearly marked n Cascade in the Cntract Type field being set t Cntractr. These fields are manually deleted frm the Leavers reprt. Perid ver which the KPI is generated The KPI is calculated fr the perid 1 st January 31 st December. Definitin f key wrds e.g. emplyer, member, key staff Emplyee; an individual emplyed by CIMA via a cntract f emplyment anywhere in the wrld. Vluntary; Resignatin f their wn vlitin and nt as a result f management interventin, such as dismissal, perfrmance imprvement prcess, end f fixed-term cntract, restructure, redundancy and / r retirement. List f reasns fr vluntary leaving are: Resignatin Career Change. Resignatin Career Prgressin. Resignatin Carer Respnsibilities. Resignatin Childcare. Resignatin Distance. Resignatin Fllwing Perfrmance Management. 12

13 Resignatin Fllwing Ill health. Resignatin Jb Cntent. Resignatin Management. Resignatin Mre Pay. Resignatin Mved Away. Resignatin Other. Resignatin Permanent Jb/Lnger Cntract. Resignatin Studying. Resignatin Time fr a change/length f Service. Resignatin Travelling. Cmprmise Agreed Reference n file (Dependent n reasn fr leaving). Retirement (nly fr cuntries withut a fixed retirement age). Key individuals invlved in the generatin f the KPI The HR & Payrll Executive and the HR Shared Services Manager. Activities that ccur acrss the business t drive up retentin f emplyees is managed by the HR Business Partner in cnjunctin with their line manager partners. Key systems used in the generatin f the KPI Cascade and Micrsft Excel. Prcedures fr verifying the cmpleteness and accuracy f the data The HR & Payrll Executive prepares the reprt. This is then checked fr accuracy by the HR Shared Services Manager and submitted t the Senir Manager, HR Business Partnering and Recruitment. Key reprts and the parameters used t generate the reprts FTE headcunt reprt (mnthly) Infrmatin drawn frm Cascade and then exprted int Excel. Leavers reprt (mnthly) Infrmatin drawn frm Cascade and then exprted int Excel. The leavers reprt cvering the 12-mnth perid (1 st January 31 st December) Infrmatin drawn frm Cascade and then exprted int an Excel. 13