How Do We Measure Up?
Maintenance of high standards can only be assured if the workforce is well trained, well motivated and committed to the continuous improvement of company performance.
As a company it is important for us to provide consistency in the quality of service and product offered to our clients and as a result we have taken the initiative regarding benchmarking and the formulation of key performance indicators (KPIs).
In order to successfully monitor our performance, measure our success and set targets for future improvement we use the following key performance indicators:
Our key performance indicators are:
Customer Satisfaction (with the product and service)
Probably the most important of the measures. Data is collected from questionnaires completed by customers on completion of the works. To monitor this KPI effectively it is essential to maximise the number of questionnaires returned and we are looking at strategies to achieve this.
Client Satisfaction (with product and service)
Again data is collected in the form of a questionnaire to be completed by the client team at the end of each project. See client testimonials
Defects in completed properties are measured by collating information from an independent quality control inspection of a sample of properties at the end of each scheme.
Health and safety is again of paramount importance and performance is measured by recording the number of reportable accidents on a project and measuring these as a proportion of the total labour hours worked on the project.
Time – project overall is a measure of our performance in respect of agreed completion times for the project as a whole.
Time – per property completion is probably a more important measure in terms of the impact on individual customers. Target times for the completion of works in individual properties are agreed prior to commencement. Start dates and completion dates are then recorded, address-by-address and performance measured as the percentage of properties completed within the target time.
Cost inflation
The agreed rates for each project are compared against benchmark rates agreed at the commencement of the partnership.