Performance measurement
KPIs and Partnering
Solid and productive partnerships utilise KPIs to manage
business improvement and service levels with Clients. Performance
measurement is also cornerstone for successful Open Book contracts.
It is important that KPIs are derived from real project objectives
as opposed to elements that will not directly influence the
strategic goals of the partnership. It is also critical that the
data gathered is analysed and compared with 'smart' targets.
Communicating KPIs
Prior to benchmarking it is important that KPIs are communicated
to the whole team and they understand their role in meeting the
goals and objectives. It is also critical that the partnering team
buys in to the targets set. One of the key issues often overlooked
with performance measurement is the need to incentivise teams to
meet targets with agreement on how to reward success and penalise
failure.
Suggested KPIs
The following is a list of suggested KPIs that can be adopted on
partnering projects
- Client Satisfaction with overall
Service
- Customer
Satisfaction with overall Service
- Quality, Defects
and Recalls
- Repairs
Completed on the First Visit
- Average Job Cost
of Repair
- Cost of
Repairs
- Average repairs
completed on time
- Minor Repairs
Completed within Government timescales
- Appointments
made & kept
- Orders issued
and overdue
- Management
costs
- Repairs related
complaints
- End-to-End
Times
- Roundtable
Satisfaction
- Safety
- Diversity
- Environment