Performance Management

Measuring our performance in the provision of services is fundamental to our continuous improvement and customer retention. It is our objective to formally measure performance of site-based services at a minimum of a monthly basis or as per contractual requirements.

Our preferred method of performance measurement is the “Balanced Scorecard” approach. This method is based on an objective assessment against agreed Key Performance Indicators (KPI) which are focused on agreed service outcomes. The Balanced Scorecard methodology is used whenever practical. However, this does not restrict the development and implementation of contract-specific methodologies for specific expectations and outcomes.

Contract Compliance Auditing

In addition to measuring performance against agreed Key Performance Indicators, we regularly audit each of our contracts to ensure compliance with contractual obligations. The frequency and extent of contract compliance audits are at the discretion of the client.

Our phased approach

From comprehensive audit to full engagement, our quality assurance is broken down into three phases on a monthly basis.

Quality Assurance Inspection Level 1

Site or area supervisor conducts an audit of the service delivery against contract specifications.

Quality Assurance Inspection Level 2

Project or area manager conducts an audit of service delivery against contract specifications, time attendance records, roster and allocation of resources, equipment allocation and serviceability, instructions to staff, reporting, work orders and service delivery, invoicing and continuous relationship management.

Quality Assurance Inspection Level 3

HSQE statutory compliance manager conducts an audit of general standard of cleaning and quality system compliance, including operations manual and training register, testing and tagging of in-service electrical equipment, correspondence and record keeping, site safety plan, reporting of incidents and corrective actions, insurances and staff appearance.