1. CSM States
Current Performance
& Ranking
May 2009

2. Contents CSM States Performance Ranking Overall Performance for DEL:
Service Fulfillment
Service Assurance
Overall Performance for Broadband:
Streamyx Technical Complaint Handling
Overall Performance for Billing Complaint:
DEL
Broadband
Overall Performance of Service Fulfillment DQ
Overall Performance of Service Fulfillment IPVPN
Overall Performance of Service Assurance DQ & IPVPN
CRC Reports
Appendix

3. CSM States Performance & Ranking for MAY ’09
Note:
a) Starting May ’09, Service Fulfillment and Assurance target has been revised as below:
1. Service Fulfillment Broadband – 60% within 3 Calendar Days
2. Service Assurance DEL – 95% within 24 hours
3. Service Assurance Broadband – 60% within 24 hours
b) Calculation Ranking Result = SF DEL + SF BB + SA DEL + SA BB + Tech Comp Streamyx + BC DEL
c) BB billing complaint was not included in the ranking result, as it will be done by HQ.
d) With the implementation of PIP 2.0 WS 4.3 Strengthening Execution Capacity - Streamyx Restoration Phase 1 Rollout in KL, CSSO KL should not receive
any SR related to Streamyx Tech. Complaint. Therefore, CSSO KL is not measured for Streamyx Technical Complaint Handling.

4. CSM States Performance & Ranking for Apr & May ‘09

5. Overall Performance YTD ‘09: 42.51% Source of data: PAMSERVER
Overall Performance for Service Fulfillment
DEL Without Exclusion
Target : 50% < 48 hours
Overall Performance YTD ‘09: 42.51%
Below Target
TOP 3 YTD ‘09 SERVICE FULFILLMENT:
1) MELAKA –54.50%
2) SARAWAK – 52.91%
3) KUALA LUMPUR – 48.33%
BOTTOM 3 YTD ‘09 SERVICE FULFILLMENT:
KELANTAN – 26.09%
TERENGGANU – 35.97%
3) SABAH – 37.48%
Source of data: PAMSERVER

6. Overall Performance MAY ‘09: 44.93% Source of data: PAMSERVER
May ‘09 Performance for Service Fulfillment
DEL Without Exclusion
Target : 50% < 48 hours
Overall Performance MAY ‘09: 44.93%
Below Target
TOP 3 MAY ’09 SERVICE FULFILLMENT:
1) SARAWAK – 61.98%
2) MELAKA – 59.25%
3) N SEMBILAN – 54.28%
BOTTOM 3 MAY ’09 SERVICE FULFILLMENT:
1) KELANTAN – 33.99%
2) SABAH – 35.17%
3) PENANG – 38.53%
Source of data: PAMSERVER

7. Overall Performance YTD ‘09: 92.23% Source of data: PAMSERVER
Overall Performance for Service Assurance
DEL Without Exclusion (..till job done (create)
Target : 95% < 24 hours
Overall Performance YTD ‘09: 92.23%
Above Target
TOP 3 YTD ‘09 SERVICE ASSURANCE:
1) N SEMBILAN – %
2) SARAWAK – 97.21%
3) KEDAH/PERLIS – 96.84%
BOTTOM 3 YTD ‘09 SERVICE ASSURANCE:
KELANTAN – 69.40%
TERENGGANU – 84.46%
PENANG – 87.10%
Note:
Starting May ’09, Service Assurance DEL target has been revised to 95% within 24 hours
Source of data: PAMSERVER

8. Overall Performance MAY ‘09: 93.89% Source of data: PAMSERVER
May ‘09 Performance for Service Assurance
DEL Without Exclusion (..till job done (create)
Target : 95% < 24 hours
Overall Performance MAY ‘09: 93.89%
Above Target
TOP 3 MAY ’09 SERVICE ASSURANCE:
1) N SEMBILAN – 99.60%
2) MELAKA – 98.82%
3) KEDAH/PERLIS – 98.65%
BOTTOM 3 MAY ’09 SERVICE ASSURANCE:
1) KELANTAN – 73.16%
2) TERENGGANU – 79.55%
3) PENANG – 86.78%
Note:
Starting May ’09, Service Assurance DEL target has been revised to 95% within 24 hours
Source of data: PAMSERVER

9. Overall Performance YTD ‘09: 79.93% Source of data: PAMSERVER
Overall Performance for Service Fulfillment
Broadband Without Exclusion
Target : 60% < 72 hours
Overall Performance YTD ‘09: 79.93%
Above Target
TOP 3 YTD ‘09 SERVICE FULFILLMENT:
1) PENANG – 85.57%
2) PERAK – 81.57%
3) MELAKA – 81.42%
BOTTOM 3 YTD ‘09 SERVICE FULFILLMENT:
PAHANG – 73.30%
NEGERI SEMBILAN – 73.59%
3) JOHOR – 77.75%
Note:
Starting May ’09, Service Fulfillment BB target has been revised to 60% within 72 hours
Source of data: PAMSERVER

10. Overall Performance MAY ‘09: 82.02% Source of data: PAMSERVER
May ‘09 Performance for Service Fulfillment
Broadband Without Exclusion
Target : 60% < 72 hours
Overall Performance MAY ‘09: 82.02%
Above Target
TOP 3 MAY ’09 SERVICE FULFILLMENT:
1) PENANG – 91.14%
2) SELANGOR – 86.04%
3) KEDAH/PERLIS – 82.90%
BOTTOM 3 MAY ’09 SERVICE FULFILLMENT:
1) PAHANG – 69.24%
2) N SEMBILAN – 70.78%
3) KELANTAN – 75.93%
Note:
Starting May ’09, Service Fulfillment BB target has been revised to 60% within 72 hours
Source of data: PAMSERVER

11. Overall Performance YTD ‘09: 57.96% Source of data: PAMSERVER
Overall Performance for Service Assurance
Broadband Without Exclusion
Target : 60% < 24 hours
Overall Performance YTD ‘09: 57.96%
Below Target
TOP 3 YTD ‘09 SERVICE ASSURANCE:
1) PENANG – 76.41%
2) JOHOR – 72.46%
3) MSC – 67.75%
BOTTOM 3 YTD ‘09 SERVICE ASSURANCE:
TERENGGANU – 33.85%
N SEMBILAN – 36.42%
MELAKA – 42.15%
Note:
Starting May ’09, Service Assurance BB target has been revised to 60% within 24 hours
Source of data: PAMSERVER

12. Overall Performance MAY ‘09: 56.77% Source of data: PAMSERVER
May ‘09 Performance for Service Assurance
Broadband Without Exclusion
Target : 60% < 24 hours
Overall Performance MAY ‘09: 56.77%
Below Target
TOP 3 MAY ’09 SERVICE ASSURANCE:
1) PENANG – 74.93%
2) JOHOR – 68.73%
3) SABAH – 67.81%
BOTTOM 3 MAY ’09 SERVICE ASSURANCE:
1) TERENGGANU – 24.26%
2) PERAK – 31.72%
3) N SEMBILAN – 31.87%
Note:
Starting May ’09, Service Assurance BB target has been revised to 60% within 24 hours
Source of data: PAMSERVER

13. Overall Performance YTD ‘09: 82.00%
Overall Performance for Technical Complaint Handling
Streamyx
Target : 90% < 4 Days
Overall Performance YTD ‘09: 82.00%
Below Target
TOP 3 YTD ‘09 SERVICE ASSURANCE:
1) MSC – 96.00%
2) JOHOR – 95.00%
3) PERAK – 95.00%
BOTTOM 3 YTD ‘09 SERVICE ASSURANCE:
KELANTAN – 29.00%
KEDAH/PERLIS – 63.00%
TERENGGANU – 64.00%
Note:
With the implementation of PIP 2.0 WS 4.3 Strengthening Execution Capacity - Streamyx Restoration Phase 1 Rollout in KL, CSSO KL should not receive
any SR related to Streamyx Tech. Complaint. Therefore, CSSO KL is not measured for Streamyx Technical Complaint Handling.
Source of data: iCARE

14. Overall Performance MAY ‘09: 82.00%
May ‘09 Performance for Technical Complaint handling
Streamyx
Target : 90% < 4 Days
Overall Performance MAY ‘09: 82.00%
Below Target
TOP 3 MAY ’09 SERVICE ASSURANCE:
1) PERAK – 97.00%
2) SARAWAK – 97.00%
3) MSC – 96.00%
BOTTOM 3 MAY ’09 SERVICE ASSURANCE:
1) KELANTAN – 39.00%
2) KEDAH/PERLIS – 52.00%
3) PENANG – 57.00%
Note:
With the implementation of PIP 2.0 WS 4.3 Strengthening Execution Capacity - Streamyx Restoration Phase 1 Rollout in KL, CSSO KL should not receive
any SR related to Streamyx Tech. Complaint. Therefore, CSSO KL is not measured for Streamyx Technical Complaint Handling.
Source of data: iCARE

15. Overall Performance for Complaint Resolution for DEL Billing Complaint
Target : 90% < 15th Business Days
Overall Performance YTD ‘09: 96.06%
Above Target
TOP 3 YTD ’09 BILLING COMPLAINT:
1) PERAK – 99.47%
2) JOHOR – 98.24%
3) PAHANG – 98.98%
BOTTOM 3 YTD ’09 BILLING COMPLAINT:
1) SARAWAK – 89.05%
2) SABAH – 90.35%
3) TERENGGANU – 90.95%
Source of data: SMART

16. Apr ‘09 Performance for Complaint Resolution DEL Billing Complaint – 15th Business Days
Target : 75% < 15th Business Days
Overall Performance APR ‘09: 95.95%
Above Target
TOP 3 APR ‘09 BILLING COMPLAINT:
KEDAH/PERLIS – 100%
PERAK – 100%
JOHOR – 99.79%
BOTTOM 3 APR ‘09 BILLING COMPLAINT :
1) SARAWAK – 76.39%
2) SABAH – 88.74%
3) KELANTAN – 93.32%
Source of data: SMART

17. Overall Performance for Complaint Resolution Broadband Billing Complaint – 15th Business Days
Target : 90% < 15th Business Days
Overall Performance YTD ‘09: 94.10%
Above Target
TOP 3 YTD ’09 BILLING COMPLAINT:
1) KELANTAN – 97.19%
2) KEDAH/PERLIS – 96.13%
3) PENANG – 95.43%
BOTTOM 3 YTD ’09 BILLING COMPLAINT:
1) MSC – 85.00%
2) TERENGGANU – 90.84%
3) MELAKA – 91.17%
Source of data: iCoMS & iCARE

18. May ‘09 Performance for Complaint Resolution Broadband Billing Complaint – 15th Business Days
Target : 90% < 15th Business Days
Overall Performance APR ‘09: 96.71%
Above Target
TOP 3 APR ‘09 BILLING COMPLAINT:
KELANTAN – %
KEDAH/PERLIS – 99.08%
SARAWAK – 98.75%
BOTTOM 3 APR ‘09 BILLING COMPLAINT :
1) MSC – 83.33%
2) MELAKA – 87.32%
3) TERENGGANU – 91.67%
Source of data: iCoMS & iCARE

19. Overall Performance for Service Fulfillment DQ Without Exclusion
Target : 90% within RFS
Overall performance: 99.33%
Above Target
No Update for
Apr & May '09
Source of data: SFCO, CSO

20. Overall Performance for Service Fulfillment IPVPN Without Exclusion
Target : 40% within RFS
Overall performance: 47.67%
Above Target
No Update for
Apr & May '09
Source of data: SFCO, CSO

21. Overall Performance for Service Assurance - per State May ‘09
Source of data: CSOC

22. Overall Performance YTD ‘09: 64.28%
Overall Performance for Service Assurance
DQ Without Exclusion
Target : 50% < 4 hours
Overall Performance YTD ‘09: 64.28%
Above Target
Source of data: RNOC

23. Overall Performance for Service Assurance IPVPN Without Exclusion
Target : 60% < 4 hours
Overall Performance YTD ‘09: 64.50%
Above Target
Source of data: CSOC

24. COINS/IPVPN = -94% (Below target)
Overall Performance for Repeated fault for :
DQ & IPVPN
Target : Reduced by 20%
Mar’09 performance for:
DQ = 23% (Above target)
COINS/IPVPN = -94% (Below target)
No Update for
Apr & May '09
Source of data: RNOC

25. Summary – CRC Performance
(Overall)

26. MONTHLY PPR ACCOUNTS
MONTHLY PPR ACCOUNTS BY STATES- YTD 2009

27. SAVED PPR MONTHLY PPR DISTRIBUTION STATUS STATE MONTHLY ACHIEVEMENT
Target : 30%
May 09 Achievement: 9.22%
below target
* Variance = ( Achievement – Target) / Target

28. SAVED PPR
MAY PPR DISTRIBUTION BY STATES

29. PPR COLLECTION YTD MAY 2009 - DETAIL PPR COLLECTION BY STATE
Target : 30%
YTD May 09 Achievement: 35.39%
Notes:
YTD May 09 Coll Performance = Collection Amt YTD Dec08-May09 / Current O/S YTD Dec08-May09

30. Appendix

31. DEL Fulfillment Overall Performance (Without Exclusion)
Target Fulfillment DEL: 50% < 48hours
Overall CSO for:
MAY = 44.93%
YTD MAY = 42.51%
(Below Target)

32. DEL Fulfillment Without Exclusion < 48 Hours Performance by CSM States
Top 3 States:
Sarawak – 61.98%
Melaka – 59.25%
N Sembilan – 54.28%
Bottom 3 States:
Kelantan – 33.99%
Sabah – 35.17%
Penang – 38.53%

33. Reason Code for DEL Fulfillment >48 Hours
DEL Fulfillment Without Exclusion > 48 Hours Due Reason
Reason Code for DEL Fulfillment >48 Hours
Note:
Highest contributor due to TM –68.21% (Kedah/Perlis) , Customer –57.41% (Selangor) and No Reason – 56.25% (Kelantan)

34. DEL Assurance Overall Performance (Without Exclusion)
(TR create until job done)
Target Assurance DEL: 95% <24hours
Overall CSO for:
MAY = 93.89%
(Above Target)
Note:
Starting May ’09, Service Assurance DEL target has been revised to 95% within 24 hours

35. DEL Assurance Without Exclusion <24 Hours Performance by CSM States (TR create until job done)
Top 3 States:
N SEMBILAN – 99.60%
MELAKA – 98.82%
KEDAH/PERLIS – 98.65%
Bottom 3 States:
KELANTAN – 73.16%
TERENGGANU – 79.55%
PENANG – 86.78%
Note:
Starting May ’09, Service Assurance DEL target has been revised to 95% within 24 hours

36. DEL Assurance Without Exclusion > 24 Hours Reason Code
Note:
Highest contributor due to Customer – 50.15% (Johor) , 3rd party – 83.13% (Pahang) and TM – 47.86% (Selangor)
Note:
Starting May ’09, Service Assurance DEL target has been revised to 95% within 24 hours

37. Thank You