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Live Q&A session 3 with Mayank Kumar
The document discusses critical success factors (CSFs) and key performance indicators (KPIs). It provides examples of how to identify CSFs using different approaches like process-based, value chain-based etc. It then explains how to define KPIs after identifying CSFs to measure performance. As a case study, it analyzes Zomato's CSFs and KPIs using a value chain approach covering areas like getting users, making users happy and charging restaurants. It ends with inviting questions from the audience.
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Live Q&A session 3 with Mayank Kumar
- 1. Introduction to the Company Live Q&A Session with Mayank Kumar Co-‐Founder, MD, UpGrad
- 2. Page -‐2-‐ Agenda for the session CSF & KPI – Recap CSF & KPI -‐ Zomato Example Open Q&A 1 2 3
- 3. Page -‐3-‐ How to Think about Cri7cal Success Factors? CriPcal AcPviPes (Success Factors) that are required in order to achieve your Goals/ Mission/ Vision AcPvity 1 (CSF) AcPvity 2 (CSF) AcPvity 3 (CSF) AcPvity 1 (CSF) AcPvity 2 (CSF) AcPvity 3 (CSF) AcPvity 1 (CSF) AcPvity 2 (CSF) AcPvity 3 (CSF) Goal 1 Goal 2 Goal 3 Mission Vision
- 4. Page -‐4-‐ How to Think about Cri7cal Success Factors? Formula based approach -‐ Maroosh example Size of LocaPon Total SeaPng Available Occupancy RaPo of Seats Real Estate x Turnaround per Seat x x Average Price per Item No. of Items per Order x x Layout Marke7ng • Cross sell • Bundling Mission Vision Goal 1 = Sales Volume Price • Pricing strategy Process
- 5. Page -‐5-‐ How to Think about Cri7cal Success Factors? Value chain based approach -‐ Snapdeal example Value Chain CSF Breadth of offering • Tying up with the right sellers Ability to search • User friendly pla^orm (UI/ UX) • Accurate product informaPon A`ract customers • Digital MarkePng • TV Ads • Tie Ups Delivery • Managing logisPcs • Tie ups with delivery partners • Efficient warehousing and distribuPon Network • Strict Quality Control Personalized Experience • Data Science Pla^orm
- 6. Page -‐6-‐ What next aJer CSF? Key Performance Indicators 1 IdenPfy the acPviPes 2 Determine tangible, measurable metrics 3 Measure & monitor those
- 7. Page -‐7-‐ Agenda for the session CSF & KPI – Recap CSF & KPI -‐ Zomato Example Open Q&A 1 2 3
- 8. Page -‐8-‐ Source: zomato.com/portugal Zomato Example What all does Zomato help us discover?
- 9. Page -‐9-‐ Zomato Example Process chain based approach Value Chain CSF KPI Get Users Make Users Happy Charge Restaurants Extensive LisPng Curated InformaPon Usability Increase App Download Increase Price per Ad • Menu CollecPng Team • Local Presence • Menu CollecPng Team • In-‐house Content Team • User Interface • User Experience • Restaurant Tie Up • Distributor Tie Up • Digital MarkePng • Word of Mouth • Unique Users • AnalyPcs/ Consumer Data • #LisPngs per months • Coverage as % of total #restaurants • # shares per content piece • # likes per content piece • App raPng • Net Promoter Score • CPMs • B2B relaPonships • B2B sales people efficiency • # of App Download • # of AcPve Users
- 10. Page -‐10-‐ Agenda for the session CSF & KPI – Recap CSF & KPI -‐ Zomato Example Open Q&A 1 2 3
- 11. Page -‐11-‐ Ask your queries Open Q & A What’s your venture’s CSF & KPI?