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Performance Area

The document provides a sample format for reporting on key performance indicators (KPIs) for maintenance contracts. It includes sections for quality, service, administration, contractual obligations, and management information. For each performance area, it lists the KPIs to be reported on and the frequency of reporting. The format also includes a section for performance targets and actuals, along with a performance rating. Finally, it provides an example of a joint action planning document to address any issues and define responsibilities and deadlines for resolving them.

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529532
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© Attribution Non-Commercial (BY-NC)
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Download as DOCX, PDF, TXT or read online on Scribd
66 views

Performance Area

The document provides a sample format for reporting on key performance indicators (KPIs) for maintenance contracts. It includes sections for quality, service, administration, contractual obligations, and management information. For each performance area, it lists the KPIs to be reported on and the frequency of reporting. The format also includes a section for performance targets and actuals, along with a performance rating. Finally, it provides an example of a joint action planning document to address any issues and define responsibilities and deadlines for resolving them.

Uploaded by

529532
Copyright
© Attribution Non-Commercial (BY-NC)
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Performance Key Performance Reporting

Criteria Format
Area Indicator (KPI) Frequency
Exception report,
Adherance to % and number of non- statistics and
Quality Monthly
Specification conformances graphics, including
trends
Exception report,
% of programmed
statistics and
Program Delivery maintenance jobs fully Monthly
graphics, including
completed
trends
% of unplanned jobs Exception report,
responded to within statistics and
Service Responsiveness Monthly
contractual response graphics, including
time trends
Customer survey via
Customer selected sample of face-
Biannually Report
Satisfaction to-face interviews with
key customers
Exception report,
Invoicing % and number of statistics and
Administration Monthly
Accuracy invoices approved graphics, including
trends
Compliance with Number of contractual
Contractual Agreed Terms and problems encountered Quarterly Report
Conditions first time without query
Provision of the full
Agreed
management
"management pack"
Management Timely Provision information "pack" one
Quarterly including all KPI
Information of Data week ahead of the
data and trend
planned quarterley joint
graphs
reviews

Review Date:

Performance Key Performance Performance Performance


Criteria
Area Indicator (KPI) Target Actual Rating
Adherance to % and number of non-
Quality < 1%  
Specification conformances
Service % of programmmed
Program Delivery > 95%  
maintenance jobs
Responsiveness % of unplanned jobs > 90%  
responded to within
contractual response time
Customer survey via
Customer selected sample of face-to-
Good  
Satisfaction face interviews with key
customers
% and number of Invoices
Administration Invoicing Accuracy 85%  
approved
Compliance with Number of contractual
Contractual Agreed Terms and problems encountered first 100%  
Conditions time without query
Provision of the full
management information
Management Timely Provision of
"pack" one week ahead of 100%  
Information Data
the planned quarterley joing
reviews

Attachment 5.1c - Sample Joint Action Planning


Contract:

Review Date:

Agreed Responsibility for


Performance Area Comments/Issues Deadline
Action Delivery
Quality        
Service        
Administration        
Contractual        
Management
     
Information

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