{"id":6601,"date":"2026-03-16T13:12:57","date_gmt":"2026-03-16T11:12:57","guid":{"rendered":"https:\/\/shifton.local\/blog\/field-service-kpis-ko\/"},"modified":"2026-03-16T13:12:57","modified_gmt":"2026-03-16T11:12:57","slug":"field-service-kpis-ko","status":"publish","type":"post","link":"https:\/\/shifton.com\/service\/ko\/blog\/field-service-kpis-ko\/","title":{"rendered":"\ubaa8\ub4e0 \uc6b4\uc601 \uad00\ub9ac\uc790\uac00 \ucd94\uc801\ud574\uc57c \ud558\ub294 12\uac00\uc9c0 \ud604\uc7a5 \uc11c\ube44\uc2a4 KPI"},"content":{"rendered":"
\n

<\/p>\n

HVAC \uc18c\ud504\ud2b8\uc6e8\uc5b4<\/span>
\n\ud604\uc7a5 \uc11c\ube44\uc2a4 KPI<\/span>
\nFSM \uc9c0\ud45c<\/span>
\n\uae30\uc220\uc790 \uc131\uacfc<\/span>
\n\uc11c\ube44\uc2a4 \uc6b4\uc601<\/span><\/div>\n

<\/p>\n

\ub300\ubd80\ubd84\uc758 \ud604\uc7a5 \uc11c\ube44\uc2a4 \ud300\uc740 \uc870\uce58\ub97c \ucde8\ud558\ub294 \uac83\ubcf4\ub2e4 \ud6e8\uc52c \ub354 \ub9ce\uc740 \ub370\uc774\ud130\ub97c \uc218\uc9d1\ud569\ub2c8\ub2e4. \ubb38\uc81c\ub294 \uce21\uc815\ud56d\ubaa9\uc774 \ubd80\uc871\ud574\uc11c\uac00 \uc544\ub2c8\ub77c \uc798\ubabb\ub41c \uce21\uc815\ud56d\ubaa9\uc744 \ucd94\uc801\ud558\uac70\ub098 \ub108\ubb34 \ub9ce\uc774 \ucd94\uc801\ud558\uc5ec \uce21\uc815\ud56d\ubaa9\uc5d0 \uc9d1\uc911\ud560 \uc218 \uc5c6\ub2e4\ub294 \uac83\uc785\ub2c8\ub2e4. \uc774 \uac00\uc774\ub4dc\uc5d0\uc11c\ub294 \uc6b4\uc601 \uc131\uacfc, \uace0\uac1d \ub9cc\uc871\ub3c4, \uc218\uc775\uc131\uc5d0 \uc9c1\uc811\uc801\uc73c\ub85c \uc5f0\uacb0\ub418\ub294 12\uac00\uc9c0 \ud604\uc7a5 \uc11c\ube44\uc2a4 KPI\ub97c \ub2e4\ub8e8\uace0 \uc788\uc73c\uba70, \uacf5\uc2dd, \ubca4\uce58\ub9c8\ud06c, \uac01 \uc218\uce58\uac00 \uc798\ubabb\ub41c \ubc29\ud5a5\uc73c\ub85c \uc6c0\uc9c1\uc77c \uacbd\uc6b0 \uc5b4\ub5bb\uac8c \ud574\uc57c \ud558\ub294\uc9c0\uc5d0 \ub300\ud55c \uc2e4\uc9c8\uc801\uc778 \uc870\uc5b8\uc744 \uc81c\uacf5\ud569\ub2c8\ub2e4.<\/p>\n

<\/p>\n

\uad00\ub9ac\ud558\ub294 \uae30\uc220\uc790\uac00 5\uba85\uc774\ub4e0 500\uba85\uc774\ub4e0 \uad00\uacc4\uc5c6\uc774 \uc6b4\uc601 \ub9ac\ub354\ub294 \ube44\uc988\ub2c8\uc2a4 \uc0c1\ud0dc\ub97c \uac00\uc7a5 \uc798 \uc608\uce21\ud560 \uc218 \uc788\ub294 \uc9c0\ud45c\ub85c \uc9c0\uc18d\uc801\uc73c\ub85c \uc2dd\ubcc4\ud569\ub2c8\ub2e4. \uae00\ub85c\ubc8c FSM \uc2dc\uc7a5\uc740 2025\ub144 51\uc5b5 \ub2ec\ub7ec\uc5d0\uc11c 2030\ub144 91\uc5b5 7\ucc9c\ub9cc \ub2ec\ub7ec\ub85c \uc131\uc7a5\ud560 \uac83\uc73c\ub85c \uc608\uc0c1\ub429\ub2c8\ub2e4. \uc2dc\uc7a5\uacfc \uc2dc\uc7a5<\/a> \u2014 \uc6b4\uc601 KPI\ub97c \uc18c\ud504\ud2b8\uc6e8\uc5b4\uc5d0 \uc9c1\uc811 \uc5f0\uacb0\ud558\ub294 \uae30\uc5c5\uc774 \uc8fc\ub3c4\ud558\ub294 \uc18d\ub3c4\uc785\ub2c8\ub2e4. \uc26c\ud504\ud1a4\uc758 \ud604\uc7a5 \uc11c\ube44\uc2a4 \uc778\ub825 \ubcf4\uace0 \ubaa8\ub4c8<\/a> \uc218\ub3d9 \uc785\ub825 \uc5c6\uc774 GPS \uae30\ub85d \ubc0f \uc791\uc5c5 \uc644\ub8cc\ub97c \ud1b5\ud574 \uc774\ub7ec\ud55c \uce21\uc815\ud56d\ubaa9\uc744 \uc790\ub3d9\uc73c\ub85c \ud45c\uc2dc\ud569\ub2c8\ub2e4.<\/p>\n

<\/p>\n

\ud604\uc7a5 \uc11c\ube44\uc2a4 KPI\ub780 \ubb34\uc5c7\uc774\uba70 \uad6c\ubcc4\uc774 \uc911\uc694\ud55c \uc774\uc720<\/h2>\n

\uc9c0\ud45c\ub294 \ud3c9\uade0 \uc6b4\uc804 \uc2dc\uac04, \uc774\ubc88 \uc8fc\uc5d0 \uc644\ub8cc\ub41c \uc791\uc5c5, \uc791\uc5c5\ub2f9 \uc0ac\uc6a9\ub41c \ubd80\ud488 \ub4f1 \uce21\uc815 \uac00\ub2a5\ud55c \ubaa8\ub4e0 \ub370\uc774\ud130 \ud3ec\uc778\ud2b8\uc785\ub2c8\ub2e4. KPI\ub294 \ube44\uc988\ub2c8\uc2a4 \ubaa9\ud45c\uc5d0 \uc911\uc694\ud55c \uac83\uc73c\ub85c \uc758\ub3c4\uc801\uc73c\ub85c \uc120\ud0dd\ud558\uace0 \uc2dc\uac04\uc774 \uc9c0\ub0a8\uc5d0 \ub530\ub77c \uc77c\uad00\ub418\uac8c \ucd94\uc801\ud558\uc5ec \uacb0\uc815\uc744 \ub0b4\ub9ac\ub294 \uc9c0\ud45c\uc785\ub2c8\ub2e4. \ubaa8\ub4e0 KPI\ub294 \uc9c0\ud45c\uc774\uc9c0\ub9cc \ubaa8\ub4e0 \uc9c0\ud45c\uac00 KPI\uac00 \ub420 \uc790\uaca9\uc740 \uc5c6\uc2b5\ub2c8\ub2e4.<\/p>\n

\uc2e4\uc81c \ud14c\uc2a4\ud2b8: \ud300\uc774 \uc22b\uc790 \uc774\ub3d9\uc5d0 \ub530\ub77c \ud589\ub3d9\uc744 \ubc14\uafb8\uc9c0 \uc54a\ub294\ub2e4\uba74 KPI\uac00 \ub418\uc5b4\uc11c\ub294 \uc548 \ub429\ub2c8\ub2e4. \ud604\uc7ac \uac00\uc7a5 \ud070 \uc6b4\uc601 \uacfc\uc81c\uc640 \uad00\ub828\ub41c 5~7\uac1c\ub85c \uc2dc\uc791\ud558\uace0 \ud655\uc7a5\ud558\uae30 \uc804\uc5d0 \uaddc\uc728\uc744 \uac00\uc9c0\uace0 \uc774\ub97c \ucd94\uc801\ud558\uc138\uc694. \ud604\uc7a5 \uc11c\ube44\uc2a4 KPI\ub294 \ub124 \uac00\uc9c0 \uae30\ubcf8 \ubc94\uc8fc\ub85c \ubd84\ub958\ub429\ub2c8\ub2e4. \uc989, \uc9c0\ud45c\uac00 \uc5b4\ub5a4 \ubc94\uc8fc\uc5d0 \uc18d\ud558\ub294\uc9c0 \uc774\ud574\ud558\uba74 \ud574\ub2f9 \uc9c0\ud45c\ub97c \uc18c\uc720\ud55c \uc0ac\ub78c\uc774 \ub204\uad6c\uc778\uc9c0, \uc5b8\uc81c \uc870\uce58\ub97c \ucde8\ud574\uc57c \ud558\ub294\uc9c0 \uc54c \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n

\n
\n
\u2699\ufe0f<\/div>\n

\uc6b4\uc601 \ud6a8\uc728\uc131<\/h3>\n

\ucd5c\ucd08 \uc218\ub9ac\uc728, \ud3c9\uade0 \uc218\ub9ac \uc2dc\uac04, \uae30\uc220\uc790 \ud65c\uc6a9\ub3c4, SLA \uc900\uc218.<\/p>\n<\/div>\n

\n
\ud83d\ude0a<\/div>\n

\uace0\uac1d \uacbd\ud5d8<\/h3>\n

CSAT \uc810\uc218, NPS, \uc751\ub2f5 \uc2dc\uac04, \ubd88\ub9cc \ud574\uacb0\ub960.<\/p>\n<\/div>\n

\n
\ud83d\udcb0<\/div>\n

\uc7ac\ubb34 \uc131\uacfc<\/h3>\n

\uc791\uc5c5 \uc218\uc775\uc131, \uc11c\ube44\uc2a4 \ud638\ucd9c\ub2f9 \ube44\uc6a9, \uae30\uc220\uc790\ub2f9 \uc218\uc775, \ucd08\uacfc \uadfc\ubb34 \ube44\uc728.<\/p>\n<\/div>\n

\n
\ud83d\udc77<\/div>\n

\uc778\ub825 \ubc0f \uc77c\uc815 \uad00\ub9ac<\/h3>\n

\uc77c\uc815 \uc900\uc218, \uae30\uc220\uc790\ub2f9 \uc77c\uc77c \uc791\uc5c5, \uc774\ub3d9 \uc2dc\uac04 \ube44\uc728.<\/p>\n<\/div>\n<\/div>\n

<\/p>\n

\uc2e4\uc81c\ub85c \ubcc0\ud654\ub97c \uac00\uc838\uc624\ub294 12\uac00\uc9c0 \ud604\uc7a5 \uc11c\ube44\uc2a4 KPI<\/h2>\n

<\/p>\n

\n
\n
KPI 01<\/div>\n

\ucd5c\ucd08 \uc218\ub9ac\uc728(FTFR)<\/h3>\n<\/div>\n

\uc655\ubcf5 \uc5ec\ud589 \uc5c6\uc774 \uccab \ubc88\uc9f8 \ubc29\ubb38\uc5d0\uc11c \uc11c\ube44\uc2a4 \ud1b5\ud654\uac00 \uc644\uc804\ud788 \ud574\uacb0\ub41c \ube44\uc728\uc785\ub2c8\ub2e4. \uc774\ub294 \ud604\uc7a5 \uc11c\ube44\uc2a4\uc5d0\uc11c \uac00\uc7a5 \uc911\uc694\ud55c \ub2e8\uc77c \uc6b4\uc601 KPI\ub85c \ub110\ub9ac \uac04\uc8fc\ub429\ub2c8\ub2e4. \uc774\ub294 \ud6a8\uc728\uc131, \uc900\ube44\uc131 \ubc0f \uace0\uac1d \ub9cc\uc871\ub3c4\ub97c \ud558\ub098\uc758 \uc22b\uc790\ub85c \ud3ec\ucc29\ud569\ub2c8\ub2e4. \uc5d0 \ub530\ub974\uba74 TSIA \ud604\uc7a5 \uc11c\ube44\uc2a4 KPI \uc5f0\uad6c<\/a>FTFR\uc740 \uc5c5\uacc4 \uc804\ubc18\uc5d0 \uac78\uccd0 \uace0\uac1d \uc720\uc9c0 \ubc0f \uacc4\uc57d \uac31\uc2e0\uacfc \uac00\uc7a5 \uc77c\uad00\ub418\uac8c \uc0c1\uad00\uad00\uacc4\uac00 \uc788\ub294 \uc9c0\ud45c \uc911 \ud558\ub098\uc785\ub2c8\ub2e4.<\/p>\n

\n
\n
\uacf5\uc2dd<\/div>\n
(\uccab \ubc29\ubb38\uc5d0\uc11c \ud574\uacb0\ub41c \uc791\uc5c5 \uc218 \u00bc \uc804\uccb4 \uc791\uc5c5 \uc218) \u00d7 100<\/div>\n<\/div>\n
\n
\uc5c5\uacc4 \ubca4\uce58\ub9c8\ud06c<\/div>\n
\uc5c5\uacc4 \ud3c9\uade0 ~72% \u00b7 \ub3d9\uae09 \ucd5c\uace0 80%+<\/div>\n<\/div>\n<\/div>\n

\uac1c\uc120 \ubc29\ubc95:<\/strong> \ub0ae\uc740 FTFR\uc740 \uac70\uc758 \ud56d\uc0c1 \uc138 \uac00\uc9c0 \uc6d0\uc778 \uc911 \ud558\ub098\ub85c \ucd94\uc801\ub429\ub2c8\ub2e4. \uc989, \uae30\uc220\uc790\uac00 \uc62c\ubc14\ub978 \ubd80\ud488 \uc5c6\uc774 \ub3c4\ucc29\ud558\uac70\ub098, \uc791\uc5c5 \uc8fc\ubb38\uc5d0\uc11c \uc791\uc5c5 \uc815\ubcf4\uac00 \ubd80\uc871\ud558\uac70\ub098, \uae30\uc220 \ud560\ub2f9\uc774 \uc77c\uce58\ud558\uc9c0 \uc54a\ub294 \uacbd\uc6b0\uc785\ub2c8\ub2e4. \uc5f0\uacb0 \uc911 \uc7ac\uace0 \uad00\ub9ac<\/a> \ub514\uc2a4\ud328\uce58 \uc6cc\ud06c\ud50c\ub85c\uc5d0 \uc9c1\uc811 \uc5f0\uacb0\ub418\ubbc0\ub85c \uc791\uc5c5 \ud560\ub2f9 \uc804\uc5d0 \ubd80\ud488\uc744 \ud655\uc778\ud558\ub294 \uac83\uc774 \uac00\uc7a5 \ud070 \uc601\ud5a5\uc744 \ubbf8\uce58\ub294 \uc218\uc815 \uc0ac\ud56d\uc785\ub2c8\ub2e4.<\/p>\n<\/div>\n

<\/p>\n

\n
\n
KPI 02<\/div>\n

\ud3c9\uade0 \uc218\ub9ac \uc2dc\uac04(MTTR)<\/h3>\n<\/div>\n

\uae30\uc220\uc790\uac00 \uc791\uc5c5\uc744 \uc2dc\uc791\ud55c \uc2dc\uc810\ubd80\ud130 \uc791\uc5c5\uc774 \uc644\ub8cc\ub85c \ud45c\uc2dc\ub418\ub294 \uc2dc\uc810\uae4c\uc9c0\uc758 \ud3c9\uade0 \uc2dc\uac04\uc785\ub2c8\ub2e4. MTTR\uc740 \ud604\uc7a5\uc5d0 \ub3c4\ucc29\ud558\ub294 \ub370 \uac78\ub9b0 \uc2dc\uac04\uc774 \uc544\ub2c8\ub77c \ud604\uc7a5\uc5d0\uc11c \uc77c\uc5b4\ub098\ub294 \uc77c\uc744 \uce21\uc815\ud569\ub2c8\ub2e4. \uc774\ub294 \uae30\uc220\uc790\uc758 \uae30\uc220\uc801 \ud6a8\uc728\uc131\uc5d0 \ub300\ud55c \uae30\ubcf8 \uc9c4\ub2e8\uc774\uba70, \ub2e8\uc77c \uc9d1\uacc4 \uc218\uce58\ub85c \ubcf4\uae30\ubcf4\ub2e4\ub294 \uc9c1\ubb34 \uc720\ud615 \ubc0f \uac1c\ubcc4 \uae30\uc220\uc790\ubcc4\ub85c \ubd84\ub958\ud560 \ub54c \uac00\uc7a5 \uc720\uc6a9\ud569\ub2c8\ub2e4.<\/p>\n

\n
\n
\uacf5\uc2dd<\/div>\n
\ucd1d \uc218\ub9ac \uc2dc\uac04 \u00bc \uc218\ub9ac \uc644\ub8cc \ud69f\uc218<\/div>\n<\/div>\n
\n
\uac80\ud1a0 \ube48\ub3c4<\/div>\n
\uae30\uc220\uc790\ubcc4 \ubc0f \uc9c1\ubb34 \uc720\ud615\ubcc4 \uc8fc\uac04<\/div>\n<\/div>\n<\/div>\n

\uac1c\uc120 \ubc29\ubc95:<\/strong> \uc9c1\uc5c5 \uc720\ud615\ubcc4 MTTR\uc774 \ub192\uc73c\uba74 \uad50\uc721 \uaca9\ucc28\uac00 \ub4dc\ub7ec\ub0a9\ub2c8\ub2e4. \uac1c\ubcc4 \uae30\uc220\uc790\uc758 \ub192\uc740 MTTR\uc740 \ud30c\uacac \ud560\ub2f9\uc758 \uae30\uc220 \ubd88\uc77c\uce58\ub97c \ub098\ud0c0\ub0c5\ub2c8\ub2e4. \uad6c\uc870\ud654\ub428 \ub514\uc9c0\ud138 \uc9c1\uc5c5 \uc591\uc2dd<\/a> \ubbf8\ub9ac \ucc44\uc6cc\uc9c4 \uccb4\ud06c\ub9ac\uc2a4\ud2b8\ub97c \uc0ac\uc6a9\ud558\uba74 \uae30\uc220\uc790\uac00 \ub3c4\ucc29 \uc2dc \ud30c\uc545\ud558\ub294 \ub300\uc2e0 \ub9e4\ubc88 \uc77c\uad00\ub41c \uc9c4\ub2e8 \uc21c\uc11c\ub97c \ub530\ub974\ub3c4\ub85d \ud558\uc5ec \ud604\uc7a5 \uacb0\uc815 \uc2dc\uac04\uc744 \ub2e8\ucd95\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<\/div>\n

<\/p>\n

\n
\n
KPI 03<\/div>\n

\ud3c9\uade0 \uc751\ub2f5 \uc2dc\uac04<\/h3>\n<\/div>\n

\uc11c\ube44\uc2a4 \uc694\uccad\uc774 \uc811\uc218\ub41c \uc2dc\uc810\ubd80\ud130 \uae30\uc220\uc790\uac00 \ud604\uc7a5\uc5d0 \ub3c4\ucc29\ud55c \uc2dc\uc810\uae4c\uc9c0\uc758 \ud3c9\uade0 \uc2dc\uac04\uc785\ub2c8\ub2e4. \uc751\ub2f5 \uc2dc\uac04\uc740 \ud604\uc7a5 \uc11c\ube44\uc2a4\uc5d0\uc11c \uace0\uac1d\uc774 \uac00\uc7a5 \ub208\uc5d0 \ub744\ub294 KPI \uc911 \ud558\ub098\uc785\ub2c8\ub2e4. \ubc30\uad00, \uc804\uae30 \uac19\uc740 \uc0b0\uc5c5\uc5d0\uc11c \uc9c0\uc5f0\uc740 \uace0\uac1d\uc744 \uc88c\uc808\uc2dc\ud0ac \ubfd0\ub9cc \uc544\ub2c8\ub77c \uadfc\ubcf8\uc801\uc778 \ubb38\uc81c\ub97c \ub354\uc6b1 \uc545\ud654\uc2dc\ud0a4\ub294 \uacbd\uc6b0\uac00 \ub9ce\uc2b5\ub2c8\ub2e4. \uc5d0 \ub530\ub974\uba74 \ubaa8\ub974\ub3c4\ub974 \uc815\ubcf4\uad6d<\/a>, \uc77c\uc815 \uad00\ub9ac, \ud30c\uacac \ubc0f \uacbd\ub85c \ucd5c\uc801\ud654\ub294 FSM \uc2dc\uc7a5\uc758 \uc8fc\uc694 \uc194\ub8e8\uc158 \ubd80\ubb38\uc785\ub2c8\ub2e4. \uc218\uc694\ub294 \uc751\ub2f5 \uc2dc\uac04\uc744 \ub2e8\ucd95\ud574\uc57c \ud55c\ub2e4\ub294 \uc555\ub825\uc5d0 \uc758\ud574 \uc815\ud655\ud558\uac8c \uc8fc\ub3c4\ub429\ub2c8\ub2e4.<\/p>\n

\n
\n
\uacf5\uc2dd<\/div>\n
\ucd1d \uc751\ub2f5 \uc2dc\uac04 \u00bc \uc11c\ube44\uc2a4 \ud638\ucd9c \ud69f\uc218<\/div>\n<\/div>\n
\n
\ubaa8\ubc94 \uc0ac\ub840 \ubaa9\ud45c<\/div>\n
30\ubd84 \ubbf8\ub9cc \uc911\uc694 \u00b7 2~4\uc2dc\uac04 \uae30\uc900<\/div>\n<\/div>\n<\/div>\n

\uac1c\uc120 \ubc29\ubc95:<\/strong> \ub2e4\uc74c\uc73c\ub85c \uac00\ub2a5\ud55c \uae30\uc220\uc790\ubfd0\ub9cc \uc544\ub2c8\ub77c \uac00\uc7a5 \uac00\uae4c\uc6b4 \uc790\uaca9\uc744 \uac16\ucd98 \uae30\uc220\uc790\ub97c \ubc30\uc815\ud558\ub294 \uc2a4\ub9c8\ud2b8 \ud30c\uacac\uc740 \uac00\uc7a5 \ud070 \ub2e8\uc77c \ub2e8\uacc4 \uac10\uc18c\ub97c \uac00\uc838\uc635\ub2c8\ub2e4. \uc9c0\ub9ac\uc801 \ub77c\uc6b0\ud305\uc740 \uadfc\uc811 \uae30\ubc18 \ud560\ub2f9\uc73c\ub85c \uc804\ud658\ud558\uc5ec \uc6b4\uc601\uc5c5\uccb4\uac00 \ud3c9\uade0 \uc751\ub2f5 \uc2dc\uac04\uc744 3\uc2dc\uac04\uc5d0\uc11c 90\ubd84 \ubbf8\ub9cc\uc73c\ub85c \uc904\uc774\ub294 \ub370 \ub3c4\uc6c0\uc774 \ub418\uc5c8\uc2b5\ub2c8\ub2e4. \ub2e4\uc74c\uc5d0 \ub300\ud55c \uac00\uc774\ub4dc\ub97c \ucc38\uc870\ud558\uc138\uc694. \ud604\uc7a5 \uc11c\ube44\uc2a4 \ud30c\uacac \uc18c\ud504\ud2b8\uc6e8\uc5b4<\/a> \uc790\ub3d9\ud654\ub41c \ud560\ub2f9\uc774 \uc2e4\uc81c\ub85c \uc5b4\ub5bb\uac8c \uc791\ub3d9\ud558\ub294\uc9c0 \uc54c\uc544\ubcf4\uc138\uc694.<\/p>\n<\/div>\n

<\/p>\n

\n
\n
KPI 04<\/div>\n

\uae30\uc220\uc790 \ud65c\uc6a9\ub960<\/h3>\n<\/div>\n

\uc774\ub3d9, \uc720\ud734 \uc2dc\uac04 \ubc0f \uad00\ub9ac\uc640 \ub2ec\ub9ac \uccad\uad6c \uac00\ub2a5\ud55c \uc11c\ube44\uc2a4 \ud65c\ub3d9\uc5d0 \uc18c\uc694\ub41c \uae30\uc220\uc790\uc758 \uadfc\ubb34 \uc2dc\uac04 \ube44\uc728\uc785\ub2c8\ub2e4. \uc774\ub294 \uc77c\uc815\uc774 \ub178\ub3d9 \ub2a5\ub825\uc744 \uc218\uc775\uc73c\ub85c \uc804\ud658\ud558\ub294\uc9c0 \uc5ec\ubd80\ub97c \ub098\ud0c0\ub0b4\ub294 \uc8fc\uc694 \uc9c0\ud45c\uc785\ub2c8\ub2e4. \ub300\ubd80\ubd84\uc758 \ud604\uc7a5 \uc11c\ube44\uc2a4 \ud300\uc740 85% \uc774\uc0c1\uc774 \ub2ec\uc131 \uac00\ub2a5\ud560 \ub54c 60~70%\uc758 \ud65c\uc6a9\ub960\ub85c \uc6b4\uc601\ub429\ub2c8\ub2e4. \uadf8 \uaca9\ucc28\ub294 \uac70\uc758 \ud56d\uc0c1 \uacfc\ub3c4\ud55c \uc774\ub3d9 \uc2dc\uac04\uacfc \uc544\uc9c1 \uc790\ub3d9\ud654\ub418\uc9c0 \uc54a\uc740 \uc218\ub3d9 \uad00\ub9ac \uc791\uc5c5\uc785\ub2c8\ub2e4.<\/p>\n

\n
\n
\uacf5\uc2dd<\/div>\n
(\uccad\uad6c \uac00\ub2a5 \uc2dc\uac04 \u00bc \ucd1d \uadfc\ubb34 \uc2dc\uac04) \u00d7 100<\/div>\n<\/div>\n
\n
\uc5c5\uacc4 \ubca4\uce58\ub9c8\ud06c<\/div>\n
\ud3c9\uade0 60~70% \u00b7 \ucd5c\uc801\ud654\ub41c \ud300 85% \uc774\uc0c1<\/div>\n<\/div>\n<\/div>\n

\uac1c\uc120 \ubc29\ubc95:<\/strong> GPS \ud655\uc778 \ucd9c\ud1f4\uadfc \uc2dc\uac04, \uc790\ub3d9\ud654\ub41c \uacbd\ub85c \uc5f0\uacb0, \ubaa8\ubc14\uc77c \uc791\uc5c5 \uc644\ub8cc \uae30\ub2a5\uc774 \uc885\uac00 \ubb38\uc11c \uc870\uc815\uc744 \ub300\uccb4\ud558\uba70 \uac01\uac01 \uce21\uc815 \uac00\ub2a5\ud55c \uccad\uad6c \uac00\ub2a5 \uc2dc\uac04\uc744 \uae30\uc220\uc790\uc758 \uc5c5\ubb34 \uc2dc\uac04\uc5d0 \ucd94\uac00\ud569\ub2c8\ub2e4. \uc77c\uc815 \ub300\uc2dc\ubcf4\ub4dc\ub97c \uad6c\ud604\ud55c \ud300\uc740 \uc9c1\uc6d0 \uc218\ub97c \ucd94\uac00\ud558\uc9c0 \uc54a\uace0\ub3c4 \ud65c\uc6a9\ub3c4\uac00 18% \uc99d\uac00\ud558\uace0 \uc6d4\ubcc4 \uccad\uad6c \uac00\ub2a5 \uc2dc\uac04\uc774 25% \ub354 \ub298\uc5b4\ub0ac\ub2e4\uace0 \ubcf4\uace0\ud588\uc2b5\ub2c8\ub2e4.<\/p>\n<\/div>\n

<\/p>\n

\n
\n
KPI 05<\/div>\n

SLA \uc900\uc218\uc728<\/h3>\n<\/div>\n

\uc11c\ube44\uc2a4 \uacc4\uc57d\uc5d0 \uc57d\uc815\ub41c \uc751\ub2f5 \ubc0f \ud574\uacb0 \uae30\uac04 \ub0b4\uc5d0 \uc644\ub8cc\ub41c \uc791\uc5c5\uc758 \ube44\uc728\uc785\ub2c8\ub2e4. SLA \uc900\uc218\ub294 \uace0\uac1d \ub9cc\uc871\ub3c4 \uc9c0\ud45c\uc774\uc790 \uc7ac\uc815\uc801 \uc9c0\ud45c\uc785\ub2c8\ub2e4. SLA \uc704\ubc18\uc740 \ucc98\ubc8c\uc744 \ucd09\ubc1c\ud558\uace0 \uac31\uc2e0\uc744 \uc57d\ud654\uc2dc\ud0a4\uba70 \uccb4\uacc4\uc801\uc778 \ud30c\uacac \ubb38\uc81c\uc5d0 \ub300\ud55c \uac00\uc7a5 \uc2e0\ub8b0\ud560 \uc218 \uc788\ub294 \uc870\uae30 \uacbd\uace0\uc785\ub2c8\ub2e4. \ub300\uc751\uc801 SLA \ubaa8\ub2c8\ud130\ub9c1\uc5d0\uc11c \uc0ac\uc804 \uc608\ubc29\uc801 SLA \ubaa8\ub2c8\ud130\ub9c1\uc73c\ub85c \uc804\ud658\ud558\ub294 \ud300\uc740 \uaddc\uc815 \uc900\uc218 \uc218\uc900\uc744 60\ub144\ub300\uc5d0\uc11c 90\ub144\ub300\ub85c \uc9c0\uc18d\uc801\uc73c\ub85c \ucd94\uc9c4\ud569\ub2c8\ub2e4.<\/p>\n

\n
\n
\uacf5\uc2dd<\/div>\n
(SLA \ub0b4 \uc791\uc5c5 \uc218 \u00bc \ucd1d \uc791\uc5c5 \uc218) \u00d7 100<\/div>\n<\/div>\n
\n
\ubaa9\ud45c<\/div>\n
90%+ \ud45c\uc900 \u00b7 \uc11c\ube44\uc2a4 \uacc4\uc57d\uc758 \uacbd\uc6b0 95%+<\/div>\n<\/div>\n<\/div>\n

\uac1c\uc120 \ubc29\ubc95:<\/strong> SLA \uaddc\uc815\uc744 \uc900\uc218\ud558\ub824\uba74 \uc704\ubc18\uc774 \uc774\ubbf8 \ubc1c\uc0dd\ud588\ub2e4\ub294 \uc54c\ub9bc\uc774 \uc544\ub2c8\ub77c \ucc3d\uc774 \ub2eb\ud788\uae30 \uc804\uc5d0 \ubc1c\uc0dd\ud558\ub294 \uacbd\uace0\uc778 \uc0ac\uc804 \uacbd\uace0\uac00 \ud544\uc694\ud569\ub2c8\ub2e4. \uc26c\ud504\ud1a4\uc758 \uc989\uc2dc \uc54c\ub9bc \ubaa8\ub4c8<\/a> \uc704\ud5d8\uc5d0 \ucc98\ud55c \uc791\uc5c5\uc5d0 \uc790\ub3d9\uc73c\ub85c \ud50c\ub798\uadf8\ub97c \uc9c0\uc815\ud558\uc5ec SLA\uac00 \uc704\ubc18\ub41c \ud6c4 \uc870\uce58\ub97c \ucde8\ud558\ub294 \ub300\uc2e0 \uc870\uce58\ub97c \ucde8\ud560 \uc218 \uc788\ub3c4\ub85d 30~60\ubd84\uc758 \ud30c\uacac \uc2dc\uac04\uc744 \uc81c\uacf5\ud569\ub2c8\ub2e4.<\/p>\n<\/div>\n

<\/p>\n

\n
\n
KPI 06<\/div>\n

\uace0\uac1d \ub9cc\uc871\ub3c4 \uc810\uc218(CSAT)<\/h3>\n<\/div>\n

\uc11c\ube44\uc2a4 \uacbd\ud5d8\uc5d0 \ub300\ud55c \uace0\uac1d \ub9cc\uc871\ub3c4\ub97c \uce21\uc815\ud558\ub294 \uc0ac\ud6c4 \uc11c\ube44\uc2a4 \ub4f1\uae09\uc785\ub2c8\ub2e4. Aberdeen Group\uc740 \uace0\uac1d \ub9cc\uc871\uc744 \ud604\uc7a5 \uc11c\ube44\uc2a4 \uad00\ub9ac \uc131\uacf5\uc758 \uc8fc\uc694 \ucc99\ub3c4\ub85c \uc2dd\ubcc4\ud558\uba70, \uace0\uc131\uacfc \uc870\uc9c1\uc758 68%\uac00 \uc21c\uc218\ud55c \uc6b4\uc601 \ud6a8\uc728\uc131\ubcf4\ub2e4 \uc55e\uc11c \uc5b8\uae09\ud588\uc2b5\ub2c8\ub2e4. KPI\ub97c \uc801\uadf9\uc801\uc73c\ub85c \ucd94\uc801\ud558\ub294 \uc870\uc9c1\uc740 \uadf8\ub807\uc9c0 \uc54a\uc740 \uc870\uc9c1\ubcf4\ub2e4 CSAT\uac00 20% \ub354 \ub192\uace0 \uae30\uc220\uc790 \uc0dd\uc0b0\uc131\ub3c4 15% \ub354 \ub192\uc2b5\ub2c8\ub2e4. \uac1c\uc694\ub97c \uc77d\uc5b4\ubcf4\uc138\uc694 \ud604\uc7a5 \uc11c\ube44\uc2a4 \uc6b4\uc601<\/a> \ud30c\uacac\ubd80\ud130 \uc2b9\uc778\uae4c\uc9c0 \uc804\uccb4 \uc6cc\ud06c\ud50c\ub85c\uac00 \uc5b4\ub5bb\uac8c \uace0\uac1d \uacbd\ud5d8\uc5d0 \uc5f0\uacb0\ub418\ub294\uc9c0 \uc54c\uc544\ubcf4\uc138\uc694.<\/p>\n

\n
\n
\uacf5\uc2dd<\/div>\n
(\uae0d\uc815 \uc751\ub2f5 \u00bc \ucd1d \uc751\ub2f5 \uc218) \u00d7 100<\/div>\n<\/div>\n
\n
\uac80\ud1a0 \ube48\ub3c4<\/div>\n
\ubaa8\ub4e0 \uc791\uc5c5 \ud6c4 \u00b7 \uc6d4\uac04 \ucd94\uc138<\/div>\n<\/div>\n<\/div>\n

\uac1c\uc120 \ubc29\ubc95:<\/strong> CSAT\ub294 \ub3c4\ucc29 \uc2dc\uac04\uc758 \uc815\ud655\uc131\uacfc \uae30\uc220\uc790\uc758 \uc758\uc0ac\uc18c\ud1b5\uc5d0 \uac00\uc7a5 \ubbfc\uac10\ud569\ub2c8\ub2e4. \uc790\ub3d9 ETA \uc54c\ub9bc(«\uae30\uc220\uc790\uac00 20\ubd84 \ub0a8\uc558\uc2b5\ub2c8\ub2e4»)\uc740 \ub300\uae30 \uc2dc\uac04 \uc790\uccb4\uac00 \ubcc0\uacbd\ub418\uc9c0 \uc54a\uc740 \uacbd\uc6b0\uc5d0\ub3c4 \uc9c0\uc18d\uc801\uc73c\ub85c \uc810\uc218\ub97c \ub192\uc785\ub2c8\ub2e4. \uace0\uac1d \uc11c\uba85 \ucea1\ucc98 \ubc0f \uc791\uc5c5 \uc644\ub8cc \uc99d\uba85\uc744 \ud1b5\ud574 \uc810\uc218\ub97c \ub0ae\ucd94\ub294 \uc11c\ube44\uc2a4 \ud6c4 \ubd84\uc7c1\uc744 \uc904\uc785\ub2c8\ub2e4.<\/p>\n<\/div>\n

<\/p>\n

\n
\n
KPI 07<\/div>\n

\uc9c1\ubb34\ubcc4 \uc774\ub3d9\uc2dc\uac04<\/h3>\n<\/div>\n

\uae30\uc220\uc790\uac00 \uc791\uc5c5 \uac04 \uc774\ub3d9\uc5d0 \uc18c\ube44\ud558\ub294 \ud3c9\uade0 \uc2dc\uac04\uc785\ub2c8\ub2e4. \uacfc\ub3c4\ud55c \ucd9c\uc7a5\uc740 \ube44\ud6a8\uc728\uc801\uc778 \uc77c\uc815\uc758 \uac00\uc7a5 \ub208\uc5d0 \ub744\ub294 \uc2e0\ud638\uc774\uc790 \uc778\uc6d0 \uc218\ub97c \uc904\uc774\uc9c0 \uc54a\uace0\ub3c4 \ucd08\uacfc \uadfc\ubb34\ub97c \uc904\uc77c \uc218 \uc788\ub294 \uac00\uc7a5 \uc9c1\uc811\uc801\uc778 \uc218\ub2e8\uc785\ub2c8\ub2e4. McKinsey \uc5f0\uad6c\uc5d0 \ub530\ub974\uba74 \uc77c\uc77c \uc774\ub3d9 \uc2dc\uac04\uc744 1\uc2dc\uac04\ub9cc \uc904\uc5ec\ub3c4 \uae30\uc220\uc790\ub2f9 \ud558\ub8e8\uc5d0 1~2\uac1c\uc758 \ucd94\uac00 \uc791\uc5c5\uc744 \uc218\ud589\ud560 \uc218 \uc788\ub294 \uc5ec\uc720 \uacf5\uac04\uc774 \ud655\ubcf4\ub418\uc5b4 \uc9c1\uc6d0\uc744 \ucd94\uac00\ud558\uc9c0 \uc54a\uace0\ub3c4 \uc9c1\uc811\uc801\uc778 \uc218\uc775\uc5d0 \uc601\ud5a5\uc744 \ubbf8\uce60 \uc218 \uc788\uc74c\uc774 \ud655\uc778\ub418\uc5c8\uc2b5\ub2c8\ub2e4.<\/p>\n

\n
\n
\uacf5\uc2dd<\/div>\n
\ucd1d \uc774\ub3d9 \uc2dc\uac04 \u00bc \uc644\ub8cc\ub41c \uc791\uc5c5 \uc218<\/div>\n<\/div>\n
\n
\uac1c\uc120\ub300\uc0c1<\/div>\n
\uacbd\ub85c \ucd5c\uc801\ud654\ub85c 15~25% \uac10\uc18c<\/div>\n<\/div>\n<\/div>\n

\uac1c\uc120 \ubc29\ubc95:<\/strong> \uacbd\ub85c \uccb4\uc778(\ub3c4\ucc29 \uc2dc\uac04\ub9cc \uae30\uc900\uc774 \uc544\ub2cc \uc778\uadfc \uc791\uc5c5\uc744 \uc21c\uc11c\ub300\ub85c \uadf8\ub8f9\ud654)\uc774 \uc8fc\uc694 \uc218\ub2e8\uc785\ub2c8\ub2e4. \uc704\uce58 \uc778\uc2dd \uc77c\uc815\uc744 \uc0ac\uc6a9\ud558\ub294 \ud300\uc740 \uc791\uc5c5\ub2f9 \uc774\ub3d9 \uc2dc\uac04\uc744 15~25% \ub2e8\ucd95\ud558\uc5ec \uae30\uc220\uc790\ub2f9 \ud558\ub8e8\uc5d0 1~2\ubc88\uc758 \ucd94\uac00 \uc791\uc5c5\uc744 \uc644\ub8cc\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc6b0\ub9ac\uc758 \ud604\uc7a5 \uc11c\ube44\uc2a4 \uacbd\ub85c \ucd5c\uc801\ud654 \uac00\uc774\ub4dc<\/a> \uc9c0\ub2a5\ud615 \uc791\uc5c5 \uc21c\uc11c \uc9c0\uc815 \uba54\ucee4\ub2c8\uc998\uc744 \uc790\uc138\ud788 \ub2e4\ub8f9\ub2c8\ub2e4.<\/p>\n<\/div>\n

<\/p>\n

\n
\n
KPI 08<\/div>\n

\uc77c\uc815 \uc900\uc218\uc728<\/h3>\n<\/div>\n

\uc57d\uc18d\ub41c \uc11c\ube44\uc2a4 \uae30\uac04 \ub0b4\uc5d0 \uae30\uc220\uc790\uac00 \ub3c4\ucc29\ud558\ub294 \uc791\uc5c5\uc758 \ube44\uc728\uc785\ub2c8\ub2e4. \uc77c\uc815 \uc900\uc218\ub294 CSAT\uc758 \uc9c1\uc811\uc801\uc778 \ub3d9\uc778\uc785\ub2c8\ub2e4. \uc815\uc2dc \ub3c4\ucc29\uc744 \uacbd\ud5d8\ud55c \uace0\uac1d\uc740 \uae30\uc220\uc801\uc778 \ubcf5\uc7a1\uc131\uc5d0 \uad00\uacc4\uc5c6\uc774 \uc11c\ube44\uc2a4\ub97c \ud6e8\uc52c \ub354 \ub192\uac8c \ud3c9\uac00\ud569\ub2c8\ub2e4. \ucc3d\ubb38\uc744 \ub193\uce5c \uace0\uac1d\uc774 \uc9c1\uc811\uc801\uc73c\ub85c \ubd88\ub9cc\uc744 \ud45c\uc2dc\ud558\ub294 \uacbd\uc6b0\ub294 \uac70\uc758 \uc5c6\uc2b5\ub2c8\ub2e4. \uadf8\ub4e4\uc740 \uc870\uc6a9\ud788 \uacf5\uae09\uc790\ub97c \ubc14\uafc9\ub2c8\ub2e4. \uc2e0\ud638\ub294 \ubd88\ub9cc \ub85c\uadf8\uac00 \uc544\ub2cc \uac31\uc2e0\uc728\ub85c \ud45c\uc2dc\ub429\ub2c8\ub2e4.<\/p>\n

\n
\n
\uacf5\uc2dd<\/div>\n
(\ub3c4\ucc29 \ucc3d \ub0b4 \uc791\uc5c5 \u00bc \ucd1d \uc791\uc5c5) \u00d7 100<\/div>\n<\/div>\n
\n
\ubaa9\ud45c<\/div>\n
85%+ \u00b7 \ucc3d \ub108\ube44\uc5d0 \ub530\ub77c \ub2e4\ub984<\/div>\n<\/div>\n<\/div>\n

\uac1c\uc120 \ubc29\ubc95:<\/strong> \ub0ae\uc740 \uc77c\uc815 \uc900\uc218\ub294 \uc77c\ubc18\uc801\uc73c\ub85c \uc644\ucda9 \ubb38\uc81c\uc785\ub2c8\ub2e4. \uae30\uac04\uc774 \ub108\ubb34 \ube61\ube61\ud558\uac70\ub098 \uc791\uc5c5 \uae30\uac04 \ucd94\uc815\uce58\uac00 \ubd80\uc815\ud655\ud569\ub2c8\ub2e4. \uc791\uc5c5 \uc720\ud615\ubcc4\ub85c \uc2e4\uc81c \uc644\ub8cc \uc2dc\uac04\uacfc \uc608\uc0c1 \uc644\ub8cc \uc2dc\uac04\uc744 \ubd84\uc11d\ud558\uace0 \uadf8\uc5d0 \ub530\ub77c \uc77c\uc815 \ud15c\ud50c\ub9bf\uc744 \uc5c5\ub370\uc774\ud2b8\ud558\ub294 \uac83\uc774 \uac00\uc7a5 \uc548\uc815\uc801\uc778 \ud574\uacb0 \ubc29\ubc95\uc785\ub2c8\ub2e4. \uc2e4\uc2dc\uac04 GPS \uac00\uc2dc\uc131\uc744 \ud1b5\ud574 \ub2e4\uc74c \uc57d\uc18d\uc744 \ub193\uce5c \ud6c4\uc5d0 \ub300\uc751\ud558\ub294 \ub300\uc2e0 \uc791\uc5c5\uc774 \uc624\ub798 \uc9c4\ud589\ub418\ub294 \uacbd\uc6b0 \uc0ac\uc804\uc5d0 \ud30c\uacac\uc744 \uc870\uc815\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<\/div>\n

<\/p>\n

\n
\n
KPI 09<\/div>\n

\uae30\uc220\uc790\ub2f9 \uc77c\uc77c \uc644\ub8cc\ub41c \uc791\uc5c5 \uc218<\/h3>\n<\/div>\n

\uac01 \uae30\uc220\uc790\uac00 \uadfc\ubb34\uc77c\uc5d0 \ub9c8\uac10\ud558\ub294 \ud3c9\uade0 \uc791\uc5c5 \uc218\uc785\ub2c8\ub2e4. \uc774\ub294 \uc77c\uc815\uc774 \uc0ac\uc6a9 \uac00\ub2a5\ud55c \uc2dc\uac04\uc744 \uc644\ub8cc\ub41c \uc11c\ube44\uc2a4\ub85c \ud6a8\uc728\uc801\uc73c\ub85c \ubcc0\ud658\ud558\ub294\uc9c0 \uc5ec\ubd80\ub97c \uc54c\ub824\uc8fc\ub294 \ud575\uc2ec \uc0dd\uc0b0\uc131 \uc9c0\ud45c\uc785\ub2c8\ub2e4. \ud558\ub8e8\uc5d0 4\uac1c \uc774\uc0c1\uc758 \uc77c\uc790\ub9ac\uac00 \ub110\ub9ac \uc778\uc6a9\ub418\ub294 \uac74\uc804\ud55c \ubca4\uce58\ub9c8\ud06c\uc774\uc9c0\ub9cc \uc62c\ubc14\ub978 \ubaa9\ud45c\ub294 \uc0b0\uc5c5 \ubc0f \ud3c9\uade0 \uadfc\ubb34 \uae30\uac04\uc5d0 \ub530\ub77c \ud06c\uac8c \ub2e4\ub985\ub2c8\ub2e4. \ub2e8\uc77c \uc5c5\uacc4 \uc218\uce58\ub97c \ucad3\uae30\ubcf4\ub2e4\ub294 \uc2dc\uac04 \uacbd\uacfc\uc5d0 \ub530\ub978 \uc790\uccb4 \uae30\uc900 \ucd94\uc138\ub97c \ucd94\uc801\ud558\uc138\uc694.<\/p>\n

\n
\n
\uacf5\uc2dd<\/div>\n
\ucd1d \uc77c\uc790\ub9ac \u00bc (\uae30\uc220\uc790 \u00d7 \uadfc\ubb34\uc77c\uc218)<\/div>\n<\/div>\n
\n
\uba54\ubaa8<\/div>\n
\uba3c\uc800 \uc790\uc2e0\uc758 \uae30\uc900\uc744 \uae30\uc900\uc73c\ub85c \ubca4\uce58\ub9c8\ud0b9\ud558\uc138\uc694.<\/div>\n<\/div>\n<\/div>\n

\uac1c\uc120 \ubc29\ubc95:<\/strong> \uc774 \uce21\uc815\ud56d\ubaa9\uc744 \uc791\uc5c5\ub2f9 \uc774\ub3d9 \uc2dc\uac04\uacfc \ube44\uad50\ud558\uc138\uc694. \ub0ae\uc740 \uc774\ub3d9 \uc2dc\uac04\uacfc \ub0ae\uc740 \uc77c\uc77c \uc791\uc5c5 \uc2dc\uac04\uc740 \ubb38\uc81c\uac00 \uc791\uc5c5 \uae30\uac04\uc784\uc744 \uc758\ubbf8\ud569\ub2c8\ub2e4. \uad50\uc721 \ubc0f \ud234\ub9c1\uc744 \uc0b4\ud3b4\ubcf4\uc138\uc694. \uc774\ub3d9 \uc2dc\uac04\uc774 \uae38\uba74 \ubb38\uc81c\ub294 \uacbd\ub85c\uc785\ub2c8\ub2e4. \ub450 \uac00\uc9c0 \ubaa8\ub450 \ud5c8\uc6a9 \uac00\ub2a5\ud558\ub2e4\uba74 \uad00\ub9ac \uc2dc\uac04\uc744 \uc0b4\ud3b4\ubcf4\uc138\uc694. \ubaa8\ubc14\uc77c \uc791\uc5c5 \uc644\ub8cc\ub85c \uc778\ud574 \uc11c\ub958 \uc791\uc5c5\uacfc \uc218\ub3d9 \ubcf4\uace0\uac00 \uc644\uc804\ud788 \uc81c\uac70\ub420 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<\/div>\n

<\/p>\n

\n
\n
KPI 10<\/div>\n

\ucd08\uacfc \uadfc\ubb34 \uc2dc\uac04 \ube44\uc728<\/h3>\n<\/div>\n

\ucd1d \ub178\ub3d9\uc2dc\uac04 \uc911 \ucd08\uacfc\uadfc\ubb34\ub85c \uadfc\ubb34\ud55c \ube44\uc728\uc785\ub2c8\ub2e4. \uc810\uc810 \ub298\uc5b4\ub098\ub294 \ucd08\uacfc \uadfc\ubb34 \ube44\uc728\uc740 \uc77c\uc815\uc774 \ubd88\uade0\ud615\ud558\ub2e4\ub294 \uc2e0\ud638\uc785\ub2c8\ub2e4. \uc77c\ubd80 \uae30\uc220\uc790\ub294 \uacfc\ubd80\ud558 \uc0c1\ud0dc\uc774\uace0 \ub2e4\ub978 \uae30\uc220\uc790\ub294 \uc720\ud734 \uc0c1\ud0dc\uc785\ub2c8\ub2e4. \ub610\ub294 \uc791\uc5c5 \uae30\uac04 \ucd94\uc815\uce58\uac00 \ub108\ubb34 \ub099\uad00\uc801\uc774\uc5b4\uc11c \uadfc\ubb34 \uc2dc\uac04\uc774 \uae38\uc5b4\uc9c4\ub2e4\ub294 \uc2e0\ud638\uc785\ub2c8\ub2e4. \uc608\uce21 \uc2a4\ucf00\uc904\ub9c1\uc740 \uc218\uc694\uc5d0 \ub300\uc751\ud558\uae30\ubcf4\ub2e4\ub294 \ubbf8\ub9ac \uc218\uc694\uc5d0 \ub9de\ucdb0 \uc6a9\ub7c9\uc744 \uc77c\uce58\uc2dc\ud0b4\uc73c\ub85c\uc368 \ub300\ubd80\ubd84\uc758 \uc791\uc5c5\uc5d0\uc11c \ucd08\uacfc \uadfc\ubb34 \uc2dc\uac04\uc744 10~20% \uc904\uc785\ub2c8\ub2e4. \uadf8\ub9cc\ud07c \ud604\uc7a5 \uc11c\ube44\uc2a4 \uc608\uc57d \uc18c\ud504\ud2b8\uc6e8\uc5b4\uc758 \uc774\uc810<\/a> \uc5ec\uae30\uc5d0\uc11c \uac00\uc7a5 \uac00\uc2dc\uc801\uc785\ub2c8\ub2e4. \uacc4\ud68d\ub41c \uc2dc\uac04\uacfc \uc2e4\uc81c \uc2dc\uac04\uc744 \ube44\uad50\ud558\uba74 \uae09\uc5ec \uc704\uae30\uac00 \ubc1c\uc0dd\ud558\uae30 \uc804\uc5d0 \ucd08\uacfc \uadfc\ubb34 \ucd94\uc138\ub97c \ud655\uc778\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n

\n
\n
\uacf5\uc2dd<\/div>\n
(\ucd08\uacfc\uadfc\ubb34\uc2dc\uac04 \u00bc \ucd1d\uadfc\ub85c\uc2dc\uac04) \u00d7 100<\/div>\n<\/div>\n
\n
\ubaa9\ud45c<\/div>\n
10% \ubbf8\ub9cc \u00b7 \ucd94\uc138\uac00 15% \uc774\uc0c1\uc778 \uacbd\uc6b0 \uc2e0\uace0<\/div>\n<\/div>\n<\/div>\n

\uac1c\uc120 \ubc29\ubc95:<\/strong> \uacc4\ud68d \ub300\uc2dc\ubcf4\ub4dc\uc5d0 \ud45c\uc2dc\ub418\ub294 \uae30\uc220\uc790 \uac04\uc758 \uc791\uc5c5 \ubd80\ud558 \uade0\ud615\uc744 \ud1b5\ud574 \ud55c \uae30\uc220\uc790\uac00 \ub2a6\uac8c \ub05d\ub0b4\uace0 \ub2e4\ub978 \uae30\uc220\uc790\uac00 \ub450 \uc601\uc5ed \ub5a8\uc5b4\uc9c4 \uacf3\uc5d0 \uc720\ud734 \uc0c1\ud0dc\ub85c \uc549\uc544 \uc788\ub294 \ud328\ud134\uc744 \ubc29\uc9c0\ud569\ub2c8\ub2e4. \ub9e4\uc8fc \uacc4\ud68d\ub41c \uc2dc\uac04\uacfc \uc2e4\uc81c \uc2dc\uac04\uc744 \uac80\ud1a0\ud558\uba74 \uc9c0\uc18d\uc801\uc778 \ucd08\uacfc \uadfc\ubb34\ub85c \uc774\uc5b4\uc9c0\uae30 \uc804\uc5d0 \ubd88\uade0\ud615\uc744 \ucc3e\uc544\ub0bc \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<\/div>\n

<\/p>\n

\n
\n
KPI 11<\/div>\n

\uc9c1\uc5c5 \uc218\uc775\uc131<\/h3>\n<\/div>\n

\uc778\uac74\ube44, \ubd80\ud488, \uc9c1\uc811 \uac04\uc811\ube44\ub97c \uace0\ub824\ud55c \uc791\uc5c5\ub2f9 \ucd1d \uc774\uc775\uc785\ub2c8\ub2e4. \uc9c1\uc5c5 \uc720\ud615, \uae30\uc220\uc790, \uace0\uac1d\ubcc4\ub85c \uc9c1\uc5c5 \uc218\uc775\uc131\uc744 \ucd94\uc801\ud558\uba74 \uc5b4\ub5a4 \uc791\uc5c5\uc774 \uc2e4\uc81c\ub85c \ub3c8\uc744 \ubc8c\uace0 \uc788\ub294\uc9c0, \uc5b4\ub5a4 \uc791\uc5c5\uc774 \ubc14\uc05c \uac83\ucc98\ub7fc \ubcf4\uc774\uc9c0\ub9cc \ub9c8\uc9c4\uc744 \uce68\uc2dd\ud558\ub294\uc9c0 \uc54c \uc218 \uc788\uc2b5\ub2c8\ub2e4. \ub300\ubd80\ubd84\uc758 \ud604\uc7a5 \uc11c\ube44\uc2a4 \uc6b4\uc601\uc5d0 \ub300\ud55c \uac74\uc804\ud55c \ubaa9\ud45c\ub294 \uc791\uc5c5\ub2f9 \ucd1d \uc774\uc775\ub960 30~50%\uc785\ub2c8\ub2e4. Fortune Business Insights\uc5d0 \ub530\ub974\uba74 FSM \uc2dc\uc7a5\uc758 \uae09\uc18d\ud55c \uc131\uc7a5\uc740 \ubd80\ubd84\uc801\uc73c\ub85c \uc218\uc775\uc131 \ubd84\uc11d(\ubcfc\ub968 \uc9c0\ud45c\uc5d0\uc11c \ub9c8\uc9c4 \uc218\uc900\uc758 \uac00\uc2dc\uc131\uc73c\ub85c \uc774\ub3d9)\uc5d0 \uc911\uc810\uc744 \ub450\ub294 \uae30\uc5c5\uc5d0 \uc758\ud574 \uc8fc\ub3c4\ub429\ub2c8\ub2e4.<\/p>\n

\n
\n
\uacf5\uc2dd<\/div>\n
(\uc218\uc775 — \ube44\uc6a9) \u00bc \uc218\uc775 \u00d7 100<\/div>\n<\/div>\n
\n
\uae30\uc900<\/div>\n
\ucd1d \ub9c8\uc9c4 30~50% \u00b7 \ub9e4\uc6d4 \uac80\ud1a0<\/div>\n<\/div>\n<\/div>\n

\uac1c\uc120 \ubc29\ubc95:<\/strong> \ubc18\ubcf5 \ubc29\ubb38\uc73c\ub85c \uc778\ud574 \uccad\uad6c\ub418\uc9c0 \uc54a\uc740 \uc778\uac74\ube44\uac00 \ucd94\uac00\ub418\uba74 \ub9c8\uc9c4\uc774 \uc9c1\uc811\uc801\uc73c\ub85c \ubb34\ub108\uc9d1\ub2c8\ub2e4. \uc0ac\uc6a9\ub41c \ubaa8\ub4e0 \uc790\uc7ac\ub97c \ud3ec\ud568\ud558\uc5ec \uc2e4\uc81c \uc791\uc5c5 \uc8fc\ubb38 \ub370\uc774\ud130\uc640 \uc5f0\uacb0\ub41c \uc815\ud655\ud55c \uc1a1\uc7a5\uc774 \uae30\ucd08\uc785\ub2c8\ub2e4. \uc26c\ud504\ud1a4\uc758 \uc778\ubcf4\uc774\uc2a4 \ubc1c\ud589 \ubaa8\ub4c8<\/a> \uc778\ub825, \uc790\uc7ac \ubc0f \uace0\uac1d \uc11c\uba85\uc774 \ubbf8\ub9ac \uc785\ub825\ub41c \uc644\ub8cc\ub41c \uc791\uc5c5 \uc8fc\ubb38\uc5d0\uc11c \uc1a1\uc7a5\uc744 \uc790\ub3d9 \uc0dd\uc131\ud558\uc5ec \ud604\uc7a5\uacfc \uc0ac\ubb34\uc2e4 \uac04\uc758 \uccad\uad6c \uc9c0\uc5f0\uc744 \uc81c\uac70\ud569\ub2c8\ub2e4.<\/p>\n<\/div>\n

<\/p>\n

\n
\n
KPI 12<\/div>\n

\ubc18\ubcf5 \uc11c\ube44\uc2a4 \ud1b5\ud654 \uc694\uae08<\/h3>\n<\/div>\n

\ub3d9\uc77c\ud55c \ubb38\uc81c\uc5d0 \ub300\ud574 30\uc77c \uc774\ub0b4\uc5d0 \uc7ac\ubc29\ubb38\uc744 \uc0dd\uc131\ud55c \uc644\ub8cc\ub41c \uc791\uc5c5\uc758 \ube44\uc728\uc785\ub2c8\ub2e4. \uc774\ub294 \uc9c1\ubb34 \uc218\uc900\uc5d0\uc11c FTFR\uc758 \ubc18\ub300\uc785\ub2c8\ub2e4. \ubaa8\ub4e0 \ubc18\ubcf5 \uc5ec\ud589\uc740 \uc774\ubbf8 \ud55c \ubc88 \uc778\uc6a9\ub41c \uc791\uc5c5\uc5d0 \ub300\ud55c \uc778\uac74\ube44 \ubc0f \ucd9c\uc7a5 \ube44\uc6a9\uc774 \ub450 \ubc30\ub85c \uc99d\uac00\ud55c\ub2e4\ub294 \uac83\uc744 \uc758\ubbf8\ud569\ub2c8\ub2e4. \ub192\uc740 \ubc18\ubcf5\ub960\uc740 \uc624\uc9c4, \ubd88\uc644\uc804\ud55c \uc218\ub9ac \ub610\ub294 \uccab \ubc29\ubb38 \uc2dc \ubd80\ud488 \ub204\ub77d \ub4f1\uc73c\ub85c \uc778\ud574 \uadfc\ubcf8\uc801\uc778 \ubb38\uc81c\ub97c \uc9c4\uc815\uc73c\ub85c \ud574\uacb0\ud558\uc9c0 \ubabb\ud55c \ucc44 \uc791\uc5c5\uc774 \uc885\ub8cc\ub418\uace0 \uc788\uc74c\uc744 \ub098\ud0c0\ub0c5\ub2c8\ub2e4.<\/p>\n

\n
\n
\uacf5\uc2dd<\/div>\n
(30\uc77c \uc774\ub0b4 \ubc18\ubcf5 \ud638\ucd9c \u00bc \ucd1d \uc791\uc5c5 \uc218) \u00d7 100<\/div>\n<\/div>\n
\n
\ubaa9\ud45c<\/div>\n
5% \ubbf8\ub9cc \u00b7 2% \ubbf8\ub9cc \ub3d9\uae09 \ucd5c\uace0<\/div>\n<\/div>\n<\/div>\n

\uac1c\uc120 \ubc29\ubc95:<\/strong> \uae30\uc220\uc790 \ubc0f \uc9c1\ubb34 \uc720\ud615\ubcc4\ub85c \ubc18\ubcf5 \ud1b5\ud654\ub97c \ubcc4\ub3c4\ub85c \ucd94\uc801\ud569\ub2c8\ub2e4. \uae30\uc220\uc790\ubcc4 \ud328\ud134\uc740 \uad50\uc721 \uaca9\ucc28\ub97c \ub098\ud0c0\ub0c5\ub2c8\ub2e4. \uc791\uc5c5 \uc720\ud615\ubcc4 \ud328\ud134\uc740 \uc798\ubabb\ub41c \ubd80\ud488 \uc0ac\uc591, \uc791\uc5c5 \ud15c\ud50c\ub9bf\uc758 \ubd80\uc871\ud55c \uc9c4\ub2e8 \uc2dc\uac04, \ub2e4\ub978 \ud574\uacb0 \ubc29\ubc95\uc774 \ud544\uc694\ud55c \ubc18\ubcf5\uc801\uc778 \uc7a5\ube44 \uc624\ub958 \ub4f1 \uc2dc\uc2a4\ud15c\uc801\uc778 \ubb38\uc81c\ub97c \ub098\ud0c0\ub0c5\ub2c8\ub2e4.<\/p>\n<\/div>\n

<\/p>\n

\uc2e4\uc81c\ub85c \uc791\ub3d9\ud558\ub294 KPI \ucd94\uc801 \uc2dc\uc2a4\ud15c\uc744 \uad6c\ucd95\ud558\ub294 \ubc29\ubc95<\/h2>\n

\uc62c\ubc14\ub978 KPI\ub97c \uc2dd\ubcc4\ud558\ub294 \uac83\uc740 \uc791\uc5c5\uc758 \uc808\ubc18\uc5d0 \ubd88\uacfc\ud569\ub2c8\ub2e4. \uae68\ub057\ud55c \ub370\uc774\ud130\ub97c \uc218\uc9d1\ud558\uace0 \uc9c0\uc18d\uc801\uc73c\ub85c \uac80\ud1a0\ud558\uace0 \uc774\uc5d0 \ub530\ub77c \uc870\uce58\ub97c \ucde8\ud558\ub294 \uac83\uc774 \ub098\uba38\uc9c0 \uc808\ubc18\uc774\uba70 \ub300\ubd80\ubd84\uc758 \uc791\uc5c5\uc774 \ubd80\uc871\ud55c \ubd80\ubd84\uc785\ub2c8\ub2e4. Grand View Research\ub294 FSM \uc2dc\uc7a5\uc774 2030\ub144\uae4c\uc9c0 117\uc5b5 8\ucc9c\ub9cc \ub2ec\ub7ec\uc5d0 \uc774\ub97c \uac83\uc73c\ub85c \uc608\uc0c1\ud558\uba70, \ubd84\uc11d \ubc0f \ubcf4\uace0\ub294 \ud50c\ub7ab\ud3fc \ucc44\ud0dd\uc758 \uc8fc\uc694 \ub3d9\uc778 \uc911 \ud558\ub098\ub85c \uc5b8\uae09\ub429\ub2c8\ub2e4. \uc544\ub798\uc758 6\uac00\uc9c0 \uc0ac\ub840\ub294 \uc544\ubb34\ub3c4 \uc77d\uc9c0 \uc54a\ub294 \ub300\uc2dc\ubcf4\ub4dc\ub97c \uad6c\ucd95\ud558\ub294 \ud300\uacfc KPI\ub97c \uc0ac\uc6a9\ud558\uc5ec \uac1c\uc120\uc744 \ucd94\uc9c4\ud558\ub294 \ud300\uc744 \uad6c\ubd84\ud569\ub2c8\ub2e4.<\/p>\n

\n
\n

5~7\uac1c\uc758 \ud575\uc2ec KPI\ub85c \uc2dc\uc791<\/h3>\n

\uce21\uc815\ud56d\ubaa9\uc774 \ub9ce\uc744\uc218\ub85d \ub178\uc774\uc988\uac00 \ubc1c\uc0dd\ud569\ub2c8\ub2e4. \ud604\uc7ac \uac00\uc7a5 \ud070 \uacfc\uc81c\uc640 \uad00\ub828\ub41c KPI\ub97c \uc120\ud0dd\ud558\uace0 \uc138\ud2b8\ub97c \ud655\uc7a5\ud558\uae30 \uc804\uc5d0 \uc9c0\uc18d\uc801\uc73c\ub85c \ucd94\uc801\ud558\uc138\uc694.<\/p>\n<\/div>\n

\n

\ub370\uc774\ud130 \uc218\uc9d1 \uc790\ub3d9\ud654<\/h3>\n

\ucd9c\uadfc, \uc791\uc5c5 \uc644\ub8cc \ubc0f \uc11c\uba85\uc744 \ucea1\ucc98\ud558\ub294 FSM \uc18c\ud504\ud2b8\uc6e8\uc5b4\ub294 \uae30\uc220\uc790\uac00 \uc791\uc131\ud560 \ucd94\uac00 \uc591\uc2dd \uc5c6\uc774 \uc2e0\ub8b0\ud560 \uc218 \uc788\ub294 \ub370\uc774\ud130\ub97c \uc790\ub3d9\uc73c\ub85c \uc81c\uacf5\ud569\ub2c8\ub2e4.<\/p>\n<\/div>\n

\n

\ub9e4\uc6d4\uc774 \uc544\ub2cc \ub9e4\uc8fc \uac80\ud1a0<\/h3>\n

\uc6d4\ubcc4 \ub9ac\ubdf0\ub294 \ubb38\uc81c\uac00 \ubcf5\uc7a1\ud574\uc9c0\uba74 \ubb38\uc81c\ub97c \ud3ec\ucc29\ud569\ub2c8\ub2e4. 5\uac00\uc9c0 \ud575\uc2ec KPI\uc5d0 \ub300\ud55c \uc8fc\uac04 \uac80\ud1a0\ub294 \ub098\uc05c \ucd94\uc138\uac00 \ub098\uc05c \ubd84\uae30\ub85c \ubcc0\ud558\uae30 \uc804\uc5d0 \ub77c\uc6b0\ud305 \ub610\ub294 \ud30c\uacac \uaddc\uce59\uc744 \uc870\uc815\ud560 \uc218 \uc788\ub294 \ucda9\ubd84\ud55c \ub9ac\ub4dc \ud0c0\uc784\uc744 \uc81c\uacf5\ud569\ub2c8\ub2e4.<\/p>\n<\/div>\n

\n

\uae30\uc220\uc790, \uc9c0\uc5ed, \uc9c1\uc5c5 \uc720\ud615\ubcc4 \uc138\uadf8\uba3c\ud2b8<\/h3>\n

\uc9d1\uacc4\ub41c \uc22b\uc790\ub294 \uc2e0\ud638\ub97c \uc228\uae41\ub2c8\ub2e4. 72% FTFR\uc740 \ud55c \uae30\uc220\uc790\uac00 55%\uc774\uace0 \ub2e4\ub978 \uae30\uc220\uc790\uac00 91%\uc778 \uac83\uc744 \ubcfc \ub54c\uae4c\uc9c0 \uad1c\ucc2e\uc544 \ubcf4\uc785\ub2c8\ub2e4. \uc138\ubd84\ud654\ub294 \uc22b\uc790\ub97c \ud2b9\uc815 \uc791\uc5c5\uc73c\ub85c \ubc14\uafc9\ub2c8\ub2e4.<\/p>\n<\/div>\n

\n

KPI\ub97c \ud300\uc5d0 \ud45c\uc2dc<\/h3>\n

\uad00\ub9ac\uc790\uc5d0\uac8c\ub9cc \ud45c\uc2dc\ub418\ub294 \ub300\uc2dc\ubcf4\ub4dc\ub294 \ud589\ub3d9 \ubcc0\ud654\ub97c \uc720\ub3c4\ud558\uc9c0 \uc54a\uc2b5\ub2c8\ub2e4. \uc790\uc2e0\uc758 FTFR\uacfc \uc77c\uc815 \uc900\uc218 \uc5ec\ubd80\ub97c \ud655\uc778\ud558\ub294 \uae30\uc220\uc790\ub294 \uc131\uacfc \uac00\uc2dc\uc131\uc774 \uc5c6\ub294 \uae30\uc220\uc790\ubcf4\ub2e4 \uc9c0\uc18d\uc801\uc73c\ub85c \ub6f0\uc5b4\ub09c \uc131\uacfc\ub97c \ub0c5\ub2c8\ub2e4.<\/p>\n<\/div>\n

\n

\uc751\ub2f5 \ud2b8\ub9ac\uac70\ub97c \uc0ac\uc804 \uc815\uc758\ud558\uc138\uc694.<\/h3>\n

\ubbf8\ub9ac \uc815\uc758\ud558\uc138\uc694. FTFR\uc774 X \uc544\ub798\ub85c \ub5a8\uc5b4\uc9c0\uba74 \ubd80\ud488 \uc900\ube44\ub97c \uac80\ud1a0\ud558\uc138\uc694. \uc774\ub3d9 \uc2dc\uac04\uc774 Y\ubcf4\ub2e4 \ub192\uc544\uc9c0\uba74 \ub77c\uc6b0\ud305 \uaddc\uce59\uc744 \uac10\uc0ac\ud558\uc138\uc694. \uc0ac\uc804 \uc815\uc758\ub41c \uc751\ub2f5\uc744 \ud1b5\ud574 KPI \ucd94\uc801\uc740 \ub2e8\uc21c\ud55c \uc815\ubcf4 \uc81c\uacf5\uc774 \uc544\ub2cc \uc791\ub3d9 \uac00\ub2a5\ud558\uac8c \ub429\ub2c8\ub2e4.<\/p>\n<\/div>\n<\/div>\n

\n

\uacb0\ub860:<\/strong> \uccab\ub0a0\ubd80\ud130 12\uac1c\uc758 KPI\ub97c \ubaa8\ub450 \ucd94\uc801\ud560 \ud544\uc694\ub294 \uc5c6\uc2b5\ub2c8\ub2e4. \ud604\uc7ac \uac00\uc7a5 \ud070 \uc6b4\uc601 \uacfc\uc81c\uc640 \uc77c\uce58\ud558\ub294 4~5\uac1c\ub97c \uc120\ud0dd\ud558\uace0 \uaddc\uc728\uc5d0 \ub530\ub77c \ucd94\uc801\ud558\uc138\uc694. \uc218\uce58\uac00 \ud5a5\uc0c1\ub418\uba74 KPI \uc138\ud2b8\ub97c \ud655\uc7a5\ud558\uc138\uc694. \ucd5c\uace0\uc758 \uc131\uacfc\ub97c \ub0b4\ub294 \ud604\uc7a5 \uc11c\ube44\uc2a4 \ud300\uc740 \uc790\uc8fc \uac80\ud1a0\ub418\ub294 \ub300\uaddc\ubaa8 \ub300\uc2dc\ubcf4\ub4dc\uac00 \uc544\ub2c8\ub77c \uc9c0\uc18d\uc801\uc73c\ub85c \ucd94\uc801\ub418\ub294 \uc18c\uc218\uc758 \uc9c0\ud45c\ub97c \uc0ac\uc6a9\ud558\uc5ec \uc6b4\uc601\ub429\ub2c8\ub2e4.<\/p>\n<\/div>\n

<\/p>\n

\uc790\uc8fc \ubb3b\ub294 \uc9c8\ubb38<\/h2>\n
\n
\n

\ud604\uc7a5 \uc11c\ube44\uc2a4 \uad00\ub9ac\uc5d0\uc11c \uac00\uc7a5 \uc911\uc694\ud55c KPI\ub294 \ubb34\uc5c7\uc778\uac00\uc694?<\/h3>\n

\ucd5c\ucd08 \uc218\uc815\ub960(FTFR)\uc740 \uac00\uc7a5 \uc911\uc694\ud55c \ub2e8\uc77c KPI\ub85c \uac00\uc7a5 \uc9c0\uc18d\uc801\uc73c\ub85c \uc778\uc6a9\ub429\ub2c8\ub2e4. \uc774\ub294 \uc6b4\uc601 \ud6a8\uc728\uc131, \uc900\ube44\uc131, \uace0\uac1d \ub9cc\uc871\ub3c4\ub97c \ud558\ub098\uc758 \uc22b\uc790\ub85c \ud3ec\ucc29\ud569\ub2c8\ub2e4. \uc5c5\uacc4 \uc911\uc559\uac12\uc740 \uc57d 72%\uc774\uba70, \uc5c5\uacc4 \ucd5c\uace0\uc758 \uc870\uc9c1\uc740 80% \uc774\uc0c1\uc5d0 \ub3c4\ub2ec\ud569\ub2c8\ub2e4.<\/p>\n<\/div>\n

\n

\uc88b\uc740 \ucd5c\ucd08 \uc218\uc815\ub960 \ubca4\uce58\ub9c8\ud06c\ub780 \ubb34\uc5c7\uc785\ub2c8\uae4c?<\/h3>\n

\uc5c5\uacc4 \ud3c9\uade0\uc740 \uc57d 72%\uc785\ub2c8\ub2e4. 75% \uc774\uc0c1\uc774\uba74 \uac15\ub825\ud55c \uac83\uc73c\ub85c \uac04\uc8fc\ub418\uba70, \uc608\uce21 \uac00\ub2a5\ud55c \uc11c\ube44\uc2a4 \ud658\uacbd\uc5d0\uc11c \ub3d9\uae09 \ucd5c\uace0\uc758 \uc6b4\uc601\uc740 80~89%\uc5d0 \uc774\ub985\ub2c8\ub2e4. 65% \ubbf8\ub9cc\uc740 \uac70\uc758 \ud56d\uc0c1 \ubd80\ud488 \uac00\uc6a9\uc131, \uc791\uc5c5 \uc815\ubcf4 \ud488\uc9c8 \ub610\ub294 \ud30c\uacac \uae30\uc220 \ub9e4\uce6d\uc5d0 \uc8fc\uc758\uac00 \ud544\uc694\ud568\uc744 \uc758\ubbf8\ud569\ub2c8\ub2e4.<\/p>\n<\/div>\n

\n

\ud604\uc7a5 \uc11c\ube44\uc2a4 KPI\uc640 \uc9c0\ud45c\uc758 \ucc28\uc774\uc810\uc740 \ubb34\uc5c7\uc785\ub2c8\uae4c?<\/h3>\n

\uce21\uc815\ud56d\ubaa9\uc740 \uce21\uc815 \uac00\ub2a5\ud55c \ub370\uc774\ud130 \ud3ec\uc778\ud2b8\uc785\ub2c8\ub2e4. KPI\ub294 \ube44\uc988\ub2c8\uc2a4 \ubaa9\ud45c\uc5d0 \uc911\uc694\ud55c \uac83\uc73c\ub85c \uc758\ub3c4\uc801\uc73c\ub85c \uc120\ud0dd\ud558\uace0 \uc9c0\uc18d\uc801\uc73c\ub85c \ucd94\uc801\ud558\uc5ec \uacb0\uc815\uc744 \ub0b4\ub9ac\ub294 \uc9c0\ud45c\uc785\ub2c8\ub2e4. \uc2e4\uc81c \ud14c\uc2a4\ud2b8: \ud300\uc774 \uc22b\uc790 \uc774\ub3d9\uc5d0 \ub530\ub77c \ud589\ub3d9\uc744 \ubc14\uafb8\uc9c0 \uc54a\ub294\ub2e4\uba74 KPI\uac00 \ub418\uc5b4\uc11c\ub294 \uc548 \ub429\ub2c8\ub2e4.<\/p>\n<\/div>\n

\n

\uae30\uc220\uc790 \ud65c\uc6a9\ub960\uc744 \ub192\uc774\ub824\uba74 \uc5b4\ub5bb\uac8c \ud574\uc57c \ud569\ub2c8\uae4c?<\/h3>\n

\ub300\ubd80\ubd84\uc758 \ud300\uc740 85% \uc774\uc0c1\uc774 \ub2ec\uc131 \uac00\ub2a5\ud560 \ub54c 60~70%\ub85c \uc6b4\uc601\ub429\ub2c8\ub2e4. \uadf8 \uaca9\ucc28\ub294 \uac70\uc758 \ud56d\uc0c1 \uacfc\ub3c4\ud55c \ucd9c\uc7a5\uacfc \uc218\ub3d9 \uad00\ub9ac\uc785\ub2c8\ub2e4. \uc704\uce58 \uc778\uc2dd \ud30c\uacac, GPS \ud655\uc778 \ucd9c\uadfc \ubc0f \ubaa8\ubc14\uc77c \uc791\uc5c5 \uc644\ub8cc \uc591\uc2dd\uc740 \uac01\uac01 \uc791\uc5c5 \uc2dc\uac04\uc744 \uc5f0\uc7a5\ud558\uc9c0 \uc54a\uace0\ub3c4 \uae30\uc220\uc790\uc758 \ud558\ub8e8\uc5d0 \uccad\uad6c \uac00\ub2a5 \uc2dc\uac04\uc744 \ucd94\uac00\ud569\ub2c8\ub2e4.<\/p>\n<\/div>\n

\n

\uc5bc\ub9c8\ub098 \ub9ce\uc740 \ud604\uc7a5 \uc11c\ube44\uc2a4 KPI\ub97c \ucd94\uc801\ud574\uc57c \ud569\ub2c8\uae4c?<\/h3>\n

5~7\ubd80\ud130 \uc2dc\uc791\ud558\uc138\uc694. \uadf8 \uc774\uc0c1\uc740 \uc18c\uc74c\uc744 \ubc1c\uc0dd\uc2dc\ud0a4\uace0 \ucd08\uc810\uc744 \ud76c\uc11d\uc2dc\ud0b5\ub2c8\ub2e4. \uc9c1\uc811\uc801\uc73c\ub85c \uc2e4\ud589 \uac00\ub2a5\ud558\uace0, \ud604\uc7ac \uac00\uc7a5 \ud070 \uacfc\uc81c\uc640 \uc5f0\uacb0\ub418\uba70, \ud604\uc2e4\uc801\uc73c\ub85c \uc218\uc9d1\ud560 \uc218 \uc788\ub294 \ub370\uc774\ud130\ub85c \uce21\uc815 \uac00\ub2a5\ud55c KPI\ub97c \uc120\ud0dd\ud558\uc138\uc694. \uc131\ub2a5\uc774 \ud5a5\uc0c1\ub428\uc5d0 \ub530\ub77c \uc138\ud2b8\ub97c \uc810\uc9c4\uc801\uc73c\ub85c \ud655\uc7a5\ud569\ub2c8\ub2e4.<\/p>\n<\/div>\n

\n

\ud604\uc7a5 \uc11c\ube44\uc2a4\uc5d0 \ub300\ud55c \uc801\uc808\ud55c SLA \uc900\uc218\uc728\uc740 \uc5bc\ub9c8\ub098 \ub429\ub2c8\uae4c?<\/h3>\n

90% \uc774\uc0c1\uc758 \ubaa9\ud45c\ub294 \ub300\ubd80\ubd84\uc758 \uc11c\ube44\uc2a4 \uc6b4\uc601\uc5d0 \ub300\ud55c \ud45c\uc900\uc785\ub2c8\ub2e4. \uacf5\uc2dd \uacc4\uc57d\uc744 \ub9fa\uc740 \ud300\uc740 \uc77c\ubc18\uc801\uc73c\ub85c 95% \uc774\uc0c1\uc744 \ubaa9\ud45c\ub85c \ud569\ub2c8\ub2e4. 80% \ubbf8\ub9cc\uc740 \uc2ec\uac01\ud55c \uacbd\uace0\uc785\ub2c8\ub2e4. \uc774\ub294 \uc77c\ubc18\uc801\uc73c\ub85c \ucc3d\uc774 \ube44\ud604\uc2e4\uc801\uc73c\ub85c \ube61\ube61\ud558\uac70\ub098, \uc791\uc5c5 \uae30\uac04\uc774 \uacfc\uc18c\ud3c9\uac00\ub418\uac70\ub098, \ucc3d\uc774 \ub2eb\ud788\uae30 \uc804\uc5d0 \uc0ac\uc804 \uacbd\uace0\uac00 \uc5c6\uc74c\uc744 \uc758\ubbf8\ud569\ub2c8\ub2e4.<\/p>\n<\/div>\n

\n

\ud604\uc7a5 \uc11c\ube44\uc2a4 KPI\ub294 \uc5b4\ub5bb\uac8c \uace0\uac1d \ub9cc\uc871\uacfc \uc5f0\uacb0\ub429\ub2c8\uae4c?<\/h3>\n

\ucd5c\ucd08 \uc218\uc815\ub960, \uc751\ub2f5 \uc2dc\uac04, \uc77c\uc815 \uc900\uc218\ub294 CSAT\uc640 \uac00\uc7a5 \uc9c1\uc811\uc801\uc73c\ub85c \uc5f0\uacb0\ub41c \uc138 \uac00\uc9c0 \uc6b4\uc601 KPI\uc785\ub2c8\ub2e4. \uae30\uc220\uc790\uac00 \uc815\uc2dc\uc5d0 \ub3c4\ucc29\ud558\uc5ec \uccab \ubc88\uc9f8 \ubc29\ubb38\uc5d0\uc11c \ubb38\uc81c\ub97c \ud574\uacb0\ud558\uace0 \uc2e0\uc18d\ud558\uac8c \ub300\uc751\ud558\uba74 \uae30\uc220\uc801 \ubcf5\uc7a1\uc131\uc5d0 \uad00\uacc4\uc5c6\uc774 \ub9cc\uc871\ub3c4 \uc810\uc218\uac00 \ub192\uc544\uc9d1\ub2c8\ub2e4. Aberdeen Group\uc740 \uc21c\uc218\ud55c \uc6b4\uc601 \ud6a8\uc728\uc131\ubcf4\ub2e4 \uace0\uac1d \ub9cc\uc871\uc744 \ud604\uc7a5 \uc11c\ube44\uc2a4 \uc131\uacf5\uc758 \uc8fc\uc694 \ucc99\ub3c4\ub85c \uc2dd\ubcc4\ud569\ub2c8\ub2e4.<\/p>\n<\/div>\n<\/div>\n

<\/p>\n

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<\/div>\n
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\ud604\uc7a5 \uc11c\ube44\uc2a4 \uad00\ub9ac \uc18c\ud504\ud2b8\uc6e8\uc5b4<\/div>\n
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\uc2a4\ud504\ub808\ub4dc\uc2dc\ud2b8 \uc5c6\uc774 \ubaa8\ub4e0 KPI\ub97c \uc790\ub3d9\uc73c\ub85c \ucd94\uc801<\/span><\/h2>\n

Shifton\uc740 GPS \ucd9c\uc11d \ubc0f \uc791\uc5c5 \uc644\ub8cc\uc5d0\uc11c FTFR, \uc774\ub3d9 \uc2dc\uac04, SLA \ub2ec\uc131, \ud65c\uc6a9\ub3c4 \ubc0f \ucd08\uacfc \uadfc\ubb34\ub97c \uc790\ub3d9\uc73c\ub85c \ucea1\ucc98\ud569\ub2c8\ub2e4. \ubb34\ub8cc\ub85c \uc2dc\uc791\ud558\uace0 \ud544\uc694\uc5d0 \ub530\ub77c \ubaa8\ub4c8\uc744 \ucd94\uac00\ud558\uc138\uc694. \uac01\uac01 $5\/\uc9c1\uc6d0\/\uc6d4\uc785\ub2c8\ub2e4. \ucd5c\ub300 55\uc77c \ubb34\ub8cc \ud3c9\uac00\ud310\uc774 \uc81c\uacf5\ub418\uba70 \uce74\ub4dc\uac00 \ud544\uc694\ud558\uc9c0 \uc54a\uc2b5\ub2c8\ub2e4.<\/p>\n<\/div>\n

\ud83d\ude80 \ubb34\ub8cc\ub85c \uc2dc\uc791\ud558\uc138\uc694<\/a>
\n\ud83d\udcc5 \ub77c\uc774\ube0c \ub370\ubaa8 \uc608\uc57d<\/span><\/a><\/p>\n

HVAC \u00b7 \ud1b5\uc2e0 \u00b7 \uc720\ud2f8\ub9ac\ud2f0 \u00b7 \uac74\uc124 \u00b7 40\uac1c \uc774\uc0c1\uc758 \uc5b8\uc5b4<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n