SLA KPI Report Linkedin Version - August 2016
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- The document provides analytics on invoice processing for August 2016, including volumes, turnaround times, exceptions, and trends. Key highlights include: - Response time during floods was within 24 hours and back to normal within 72 hours. - Average days to process invoices exceeded 3 days in August due to flood delays and backlogs. - Trash volume increased 45% compared to the previous month. Not an invoice accounted for over 50% of trash reasons. - Duplicate invoices increased significantly, with top duplicating vendors being identified and notified.
SLA KPI Report Linkedin Version - August 2016
- 1. 1 Highlights for the Month • Response time during Nashik floods within 24 hour of impact by deploying skeletal staffing (20 % of the total strength ). Operation back to normalcy ( 100% of strength) within 72 hours • Testing Phase completed for auto-coding of rehab RT2 invoices. Achieved desired results in the last phase of testing. Now ready to implement on live production • Successfully implemented Lowe's e-invoicing process on live environment including two dedicated queues for Lowe's rejections and exceptions • Successfully implemented printing of Work Order on Home Depot e-invoices • Successfully implemented enhancements to the approver queue by adding functionality to sort invoices by markets • Successfully implemented new validation in Home Depot for credit invoices to be processed thru coding and approval process yet retaining the S&R indicators for identification • Initiated testing for editable Work order field functionality to approvers in ePM to add/edit WO in approver queue
- 2. 2 Invoices Submission Details There is a 10% increase in the overall volume compared to normal months. Invoice Submission - Source Wise Monthly Volume Month Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16 Emails 32297 27717 29937 33359 37104 36967 Livonia Scan 349 257 297 320 416 276 Home Depot Scan 6253 6075 6396 6944 6366 6117 Upload 208243 53584 52612 67889 41194 54375 Total Volume 247142 87633 87633 108512 85080 97735 Invoice Submission - Source Wise % Month Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16 Emails 13% 32% 34% 31% 44% 38% Livonia Scan 0% 0.3% 0.3% 0.3% 0.5% 0.3% Home Depot Scan 3% 7% 7% 6% 7% 6% Upload 84% 61% 60% 63% 48% 56%
- 3. 3 Received to Pending Approval Analysis Average days taken to process invoices exceeded 3 days in August due to delays and backlogs caused due to Nashik Floods. Email & Scan Invoices Month Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16 Invoices moved to Pending Approval 34405 30955 34117 33367 37098 40638 Pending Approval ( Avg Days) 2.9 2.37 1.78 1.86 2.85 3.43 Monthly Average Days as per SLA 3.00 3.00 3.00 3.00 3.00 3.00 Upload Invoices Month Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16 Invoices moved to Pending Approval - Check Request 1124 997 937 1080 785 1229 Pending Approval ( Avg Days) 1.00 1.00 1.00 1.00 1.00 1.23 Monthly Average Days as per SLA 3.00 3.00 3.00 3.00 3.00 3.00
- 4. 4 Approved To Posted Analysis 25 invoices were posted after 3 day’s due to YARDI Reject, Excluding those average day is 1.00. All the upload invoices were posted without any issues, hence average days for Upload invoices moved to Posted queue is 1 day. Email & Scan Invoices Month Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16 Invoices moved from Approved to Posted 34385 30758 31477 34117 36835 39921 Approved to posted ( Avg Days) 1.32 1.04 1.22 1.06 1.05 1.03 Monthly Average Days as per SLA 1.00 1.00 1.00 1.00 1.00 1.00 Upload Invoices Month Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16 Invoices moved from Approved to Posted 204601 52540 51545 57064 39324 52357 Check Requests moved from Approved to Posted 1062 1031 980 993 828 1006 Approved to posted ( Avg Days) 2.00 1.01 1.02 1.00 1.00 1.00 Monthly Average Days as per SLA 1.00 1.00 1.00 1.00 1.00 1.00
- 5. 5 Posted To Paid Analysis 57 invoices were delayed in posted queue due to COI expired. Excluding this the average days is 1.00 All upload invoices were paid without any issues, hence the average days for posted to paid is 1 day Email & Scan Invoices Month Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16 Invoices moved from Posted to Paid 33056 35095 30103 35048 36659 40633 Posted to paid (Avg Days) 1.09 1.06 1.14 1.07 1.26 1.02 Monthly Average Days as per SLA 1.00 1.00 1.00 1.00 1.00 1.00 Upload Invoices Month Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16 Invoices moved from Posted to Paid 128385 133273 52605 67763 39014 55053 Posted to paid (Avg Days) 1.00 1.00 1.08 1.00 1.00 1.00 Monthly Average Days as per SLA 1.00 1.00 1.00 1.00 1.00 1.00
- 6. 6 Pending Approval To Various Queues Analysis Overall the approver responses is consistent with the previous month. Average days for check request rejected has come down to 5.37 days after increase in July. Email & Scan Invoices Month Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16 Pending Approval to Approved 35107 31117 31577 34146 34835 40896 Pending Approval to Approved ( Avg Days) 3.03 3.39 3.28 3.67 3.73 4.04 Pending Approval to reject do not pay ( Avg Days) 6.29 8.26 5.60 8.42 12.63 11.59 Pending Approval to Reject for correction (Avg Days) 3.79 5.18 4.44 4.66 6.40 6.96 Check Request Month Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16 Pending Approval to Approved 1105 1005 992 1003 829 1168 Pending Approval to Approved ( Avg Days) 1.95 2.21 2.51 2.07 2.53 2.09 Pending Approval to reject do not pay ( Avg Days) 3.60 7.80 3.00 4.50 12.71 5.37 Pending Approval to Reject for correction (Avg Days) 7.75 1.00 1.50 3.00 2.33 2.33
- 7. 7 Average days for Invoices paid Analysis Monthly Paid Volume Analysis Month Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16 Paid Volume 161668 165526 82306 97275 77063 97337 Paid Volume (Email Scan) 33148 33813 30091 32963 36443 42275 Paid Volume (Upload) 127532 130629 51204 63427 39692 53987 Paid Volume (Check Request) 988 1084 1011 885 928 1075 % of Paid Volume (Email Scan) 20.50% 20.43% 36.56% 33.89% 47.29% 43.43% % of Paid Volume (Upload) 78.89% 78.92% 62.21% 65.20% 51.51% 55.46% % of Paid Volume (Check Request) 0.61% 0.65% 1.23% 0.91% 1.20% 1.10% Paid without exception ( Avg Days Email/Scan) 6.41 6.42 6.34 6.33 7.37 8.24 Paid without exception ( Avg Days upload) 1.55 2.44 1.08 1.07 1.00 1.00 Paid without exception ( Avg Days Check Request) 4.56 3.40 4.54 3.53 5.43 2.21 Paid with exception ( Avg Days Email, Scan,upload & Check Request) 13.54 13.03 10.82 10.05 9.94 9.60
- 8. 8 Analysis of Paid Vendors Top two vendors account for more than half of the invoice volumes for August. Percentage of unique vendors paid continues to be above 16% for the second consecutive month. 41.61% 11.44% 6.37% 1.38% 1.05% Analysis of top 5 paid vendors- Aug 2016 Conservice LLC On-Site.com HOME DEPOT CREDIT SERVICES Tri-Florida Water Treatment Inc. Clear Tech Inc. 393 185 199 210 222 244 Number of Unique Vendors Paid Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16 Top 10 Vendor Names Source Invoice Count Percentage Conservice LLC Upload 40503 41.61% On-Site.com Upload 11131 11.44% HOME DEPOT CREDIT SERVICES Scan 6196 6.37% Tri-Florida Water Treatment Inc. Email 1342 1.38% Clear Tech Inc. Email 1021 1.05% Lawn Supreme Email 727 0.75% Specialty Cleaning Services Upload 578 0.59% OKelley and Sorohan, Attorneys at Law Upload 570 0.59% LC Builders Email 539 0.55% Roadrunner Pool Services Email 535 0.55% Monthly Vendor wise Paid Volume Analysis Month Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16 # of Vendors Paid 5461 1456 1412 4977 1343 1508 # of Unique Vendors Paid 393 185 199 210 222 244 % of Unique Vendors Paid 7.20% 12.71% 14.09% 4.22% 16.53% 16.18%
- 9. 9 Exception Queues Yardi reject volume back to normal after spike in July Duplicate volume has increased by more than 37% compared to July Approval Exception volume has increased by 28% compared to July Volume of Invoices with Invoice Submission or Coding Exceptions Queue Month Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16 Index Reject 1732 1694 1752 1371 2046 2156 Duplicate 2888 2542 2945 2967 3264 5203 RTV India Livonia 1658 2026 1871 1756 1609 1859 Non-Conforming 76 98 98 38 48 21 Home Depot Exception 551 963 653 559 623 571 Volume of Invoices with Approval or Posting Exceptions Queue Month Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16 Approval Exception 1566 1688 1249 1537 1279 1793 Reject for Correction 268 297 328 294 246 470 Reject Do Not Pay 233 205 194 177 150 209 Yardi Reject 507 713 399 395 1367 468
- 10. 10 Auto Coding Vendor details Highest volume of invoices auto-coded in the last 6 months for August at 11516. No new vendors added for auto-coding in the month of August Total Number Of Vendors On Auto Coding Month Dec-15 Apr-16 May-16 Jun-16 Jul-16 Aug-16 Total Vendors 23 0 0 0 0 0 23 Invoices Processed - Auto Coding Month Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16 Total Invoice Processed 9292 9377 9484 7787 10742 11516 58198
- 11. 11 Analysis of Invoices Trashed Trash volume has increased by 45% compared to previous month. Percentage of trash to volume received is more than 5%, highest in the last 6 months. Monthly Trash Volume Analysis Month Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16 Volume Received 247142 87633 89242 108512 85080 97735 Trash Volume 2920 2666 3646 2989 3041 5532 Percentage % 1.18% 3.04% 4.09% 2.75% 3.57% 5.66% Trash Volume - Duplicate Reason 1392 1286 1300 1276 1192 2507 Trash Volume - Other Reasons 1528 1380 2346 1458 1849 3025 Trash Other reason Percentage 0.62% 1.57% 2.63% 1.34% 2.17% 3.10% Trash Duplicate Reason Percentage 0.56% 1.47% 1.46% 1.18% 1.40% 2.57%
- 12. 12 Source Wise Analysis of Trashed Invoices Source Wise Analysis of Trashed Invoices- August 2016 Trash Reasons Email Scan Upload Duplicate 2411 43 53 Other Reasons 2503 22 500
- 13. 13 Reasons Wise Analysis of Trash Invoices Not an invoice volume accounts for more than 50% of trash volume. 1567 393 212 199 184 161 75 52 46 38 29 24 21 13 10 1 Analysis of Other Reasons Not an invoice Property code issue Invoice total does not match Utility Invoices Invoice date is prior to services rendered Service Date Missing supporting pages missing Vendor Name And Address Mismatch Invoice Date is missing/ Incorrect Zero Dollar Invoice Other Invoice Image is Not Legible Invoice number is Missing Work description missing As Per request received from IH Invoice not belongs to IH Trash - Other Reasons Count Percentage % Not an invoice 1567 51.80 Property code issue 393 12.99 Invoice total does not match 212 7.01 Utility Invoices 199 6.58 Invoice date is prior to services rendered 184 6.08 Service Date Missing 161 5.32 supporting pages missing 75 2.48 Vendor Name And Address Mismatch 52 1.72 Invoice Date is missing/ Incorrect 46 1.52 Zero Dollar Invoice 38 1.26 Other 29 0.96 Invoice Image is Not Legible 24 0.79 Invoice number is Missing 21 0.69 Work description missing 13 0.43 As Per request received from IH 10 0.33 Invoice not belongs to IH 1 0.03 Total 3025 100
- 14. 14 Duplicate Analysis of Trash Invoices New top vendors identified submitting duplicate invoices. Feedback has been provided thru IHHelp 739 208 73 68 43 42 41 38 36 34 Duplicate Top 10 Vendors Bees Pool Service Inc. Air Excel LLC Edwards Heating & Air Renovation Systems Inc. Plumbing Master Systems Top 10 Vendor Names Trash Reasons - Duplicate Count Bees Pool Service Inc. 739 Air Excel LLC 208 Edwards Heating & Air 73 Renovation Systems Inc. 68 Plumbing Master Systems 43 Sunshine Landscappers LLC 42 Lowes Credit Services 41 Carolina Pool King 38 Empire Services of Florida LLC 36 ProTurf Property Mgmt. Inc. 34 Vendor Names Month Invoice Count Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16 Bees Pool Service Inc. 2 - 1 11 11 739 Air Excel LLC 1 - 9 9 7 208 Edwards Heating & Air 16 4 4 19 30 73 Renovation Systems Inc. 24 - 1 8 116 68 Plumbing Master Systems 3 4 2 3 10 42
- 15. 15 Not an Invoice Analysis of Trash Invoices The top 5 vendors submitting non-invoice documents have been educated thru IHHelp alongwith vendor communication letter 12 108 8 5 Trash Reason- Not An invoice- August -2016 Techno A/C Inc. Nu View Interiors JE Elite Cleaning LLC Air Conditioning Experts Inc. Carpet Dyenamics of Charlotte Top 5 Vendor Names Email ID Trash Reason- Not An invoice- July-2016 Trash Reason- Not An invoice- Aug-2016 Techno A/C Inc. TECHNOAC@YMAIL.COM - 12 Nu View Interiors nuviewinterior@gmail.com 10 10 JE Elite Cleaning LLC jeelitecleaning@aol.com 2 8 Air Conditioning Experts Inc. oliviac@404cooling.com - 8 Carpet Dynamics of Charlotte CARPETDYENAMICS@BELLSOUTH.NET - 5
- 16. 16 Service Date Missing Analysis of Trash Invoices The top 5 vendors submitting invoices without service date are being educated thru IHHelp regarding mandatory invoicing requirements 8 54 4 4 Trash Reason- Service date missing-Aug-2016 Hartwick Heating and Air Conditioning Inc. Arbor Bay Inc. Olanda Maintenance Inc. Empire Resurfacing Inc. Any Illinois Wildlife Removal Inc Top 5 Vendor Names Email ID Trash Reason- Service date missing-July-2016 Trash Reason- Service date missing-Aug-2016 Hartwick Heating and Air Conditioning Inc. hartwickhvac@gmail.com 6 8 Arbor Bay Inc. office@arborbayinc.com - 5 Olanda Maintenance Inc. olandamaintenance@gmail.com - 4 Empire Resurfacing Inc. jessica@empireresurfacinginc.com 1 4 Any Illinois Wildlife Removal Inc aiwrinc@gmail.com - 4
- 17. 17 Vendor Maintenance- Month on Month Monthly VM Analysis Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16 Change Request 345 346 300 328 202 225 New Vendor Setup 113 106 89 71 65 76 Vendor inactive Request 3 4 8 6 8 33 Total 461 456 397 405 275 334 Month Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16 Monthly Average Days to Complete the Request. 1.47 1.38 1.18 1.41 1.14 1.61 Monthly Average Days as per SLA 2 2 2 2 2 2
- 18. 18 Sales Force Ticketing System Invoice processing tickets volume has decreased by 44% compared to previous month. ePM - Invoice Processing Request Type Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16 Coding 8 1 7 13 0 0 Invoice routing 39 43 37 72 46 28 Other 5 7 10 22 60 32 Payment Status 17 17 2 12 7 3 Priority invoices 9 18 10 8 11 6 Grand Total 78 86 66 127 124 69 ePM - Invoice Processing Avg Days Request Type Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16 Coding 1.42 0 1.30 1 0 0 Invoice routing 2 4 1 1.27 1 1.11 Other 1.19 5.56 0.93 1 1.37 1 Payment Status 3.19 6.58 1.27 1.58 1.15 1.52 Priority invoices 1.69 1.32 1 1 0.88 1.48 Average Days 1.91 3.50 1.11 1.19 0.89 1.02
- 19. 19 Sales Force Ticketing Technical Average days for Technical tickets has increased to 2.81 due to third party dependency on user management tickets. ePM - Technical Request Type Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16 Other Technical issue 15 7 15 8 3 5 System performance 4 0 0 3 2 1 Unable to approve invoices 1 1 0 0 0 1 Unable to Submit Invoices 0 0 1 0 1 1 Error message 1 2 0 0 1 1 Unable to Access website 1 2 3 3 1 1 User Disabled 1 6 2 0 1 0 Grand Total 23 18 21 14 9 10 ePM - Technical Avg Days Request Type Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16 Other Technical issue 7 7 3 1 2 6 System performance 2 0 0 1 1 1 Unable to approve invoices 9 0 0 0 0 2 Unable to Submit Invoices 0 0 12 0 2 6 Error message 0 3 0 0 1 1 Unable to Access website 0 0 1 5 1 3 User Disabled 0 0 3 0 1 0 Average Days 2.49 1.44 2.82 0.95 1.24 2.81
- 20. 20 Customer Support Monthly call statistics Calls Details Month Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16 Voice Calls 201 279 234 324 182 199 Voice Mail 0 0 0 104 67 55
- 21. 21 Customer Support - Call Talk time Week Week 1 Week 2 Week 3 Week 4 Weekly Average talk time (Min) 1.46 1.31 2.23 2.68 Month Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16 Monthly Average talk time (Min) 1.84 1.99 1.03 1.6 1.71 1.92
- 22. 22 Customer Support - Disposition of Calls Dispositions Week 1 Week 2 Week 3 Week 4 Total Abandon 0 1 0 0 1 Abandon during Greeting 3 2 3 2 10 Agent Error 0 0 0 0 0 Call Disconnected 1 4 0 4 9 Check status 2 5 4 0 11 Follow Up 6 7 5 4 22 Invoice Inquiry 15 26 21 23 85 Other 29 17 7 8 61 Grand Total 56 62 40 41 199
- 23. 23 Project Challenges • Nursing of a huge back-log for two weeks due to flood situation in Nashik • Auto coding newly identified vendors, Test results shared with Don and team, currently on hold and in review • There is a challenge of getting correct property status from Yardi . Hence there is a need to refer to Sales force to derive correct property status. This has increased the overall invoice processing time • Substantial amount of time is spent to update user management records as currently this is being done manually without any dedicated portal • Expanding Name Field for Checks to Yardi 70 Character limit is still in process due to various challenges faced • Challenges faced during adding new TRS Legal Entities and disbursement fund accounts
- 24. 24 Way Forward • Work is in progress for getting the Salesforce nightly feed to ePM which will provide us accurate property status and eliminate manual lookup for property status in Salesforce • We have proposed a User Management Portal for automating all HR record activities. The process will include user creation, modification, deactivation, delegation etc. in one place • RFC in process for expansion of name field for checks to Yardi from 40 to 70 characters • We have proposed a vendor management portal to IH where vendors can create/submit invoices, track invoice & payment status and request new setup/modification to existing setup • We are in process of creating a BCP (Business Continuity Plan) in light of the recent disruptions caused due to Floods • Currently working on establishing a process for vehicle inventory processing for vendors providing trucking services to IH