Operational Efficiency Scorecard

Velos Operations Inc. • Q2 FY2024 • Target Operating Margin: 28%

Current Operating Margin
24.6%
-3.4% vs target
Throughput Efficiency
0.81
+0.04 MoM
Rework Rate
6.2%
-3.6pp vs peak
FCR Rate
78.4%
+2.1pp QoQ
Capacity Utilization
82%
Near optimal
SLA Compliance
94.7%
+6.4pp recovery
Automation Coverage
58%
+14pp Q/Q

Process Node Efficiency Map

Cycle Time Distribution — Mean vs. P90

Cost per Resolved Ticket Trend

Capacity Utilization Heatmap

W1
W2
W3
W4
W5
W6
W7
W8
W9
W10
W11
W12
W13
Triage
79
81
83
85
84
92
86
84
82
81
83
85
84
Investigation
76
78
80
82
81
91
83
82
79
78
80
81
80
Resolution
87
86
88
90
89
95
91
88
87
86
87
88
87
Verification
74
75
77
79
78
88
80
79
76
75
77
78
77
70-79%
80-84%
85-89%
90-94%
95+%

Schedule Adherence by Team

Process Performance Detail Table

Process Node Volume Mean Cycle (hrs) P90 Cycle (hrs) Rework % Automation % Cost/Unit SLA Compliance
Intake 2,847 0.8 1.2 3.1% 72% $8.20 98.2%
Triage 2,791 2.4 4.8 6.2% 41% $14.60 95.1%
Investigation 2,218 8.2 14.6 7.8% 28% $38.40 91.7%
Resolution 2,045 5.6 9.8 4.9% 54% $26.30 96.4%
Verification 1,944 3.2 6.1 5.4% 65% $12.80 94.8%
Escalation (Tier 2) 412 16.4 28.2 11.2% 18% $78.90 87.3%
Escalation (Tier 3) 87 32.8 56.4 8.6% 12% $124.50 90.2%
Documentation 2,847 1.2 2.4 2.8% 88% $5.40 99.1%

Rework Rate Trend by Node

Top Rework Drivers

Ambiguous policy 32%
Incomplete data 26%
Handoff errors 19%
Tool failure 14%
Other 9%

FCR Rate by Channel — 13-Week Trend

Escalation Frequency per Tier

Operating Margin Impact Simulator

Scenario: -1% Rework
+$180K
Annualized savings
Scenario: +5pp FCR
+$142K
Annualized savings
Scenario: +10% Auto
+$267K
Annualized savings