Operational Measurement System
Perform!™—About Performance Measurement
Perform!™ is a web-based SQL server product that can be hosted on an Intranet or an external ASP model. It is an integrated system that uses a custom built database of activities to meet each client’s specific operational needs. Each operator records what they do, when they do it and how long it takes them to complete the activity.
The recording task adds no more than five minutes to the operator’s daily schedule. A 1% investment in daily data capture typically helps to deliver a 30-40% productivity improvement in a relatively short timeframe.
Perform!™ holds benchmarks, targets, job, skills and location analysis and a knowledge database that can retain various documentation relevant to process activities like process maps and operating procedures.
Perform!™ is Six Sigma friendly by providing continuous measurement data to identify priority projects and allows you to measure success post implementation
Perform!™ will produce detailed unit and total costing of activities, allowing precise customer service charging capability based on actual resources used.
Outputs include figures, graphs and dashboard reporting using “traffic light” principles to provide easy to understand visual performance metrics. These outputs are used to track progress by measuring productivity improvement and improving quality of service delivery through elimination of errors and defects.
The reports also highlight workload backlogs, indirect time, absenteeism and important KPIs required by the leadership team.
Contract SLAs can be measured providing an accurate reporting mechanism for assessment of customer performance
User Friendly Screens
The data is entered on user friendly screens with three input options to suit people’s different work patterns. (Automatic timer option available in addition to direct entry and diary entry screens displayed).
Outputs & Outcomes—Driving Change
The main advantage of the Perform!™ integrated reporting suite is the provision of a multi-dimensional view of performance to identify issues for action.
Not only is there explanation of time spent by the Shared Services & Back Office teams, but activities, rework, errors and overdues with commentary are provided so actions can be taken at the right time.
For instance if indirect activities like unproductive meetings and absenteeism are tackled by acting upon the evidence provided, there can be a rapid change in effective use of resources.
The traffic light balanced scorecard dashboard report below, which is tailored to your requirements, is simple to understand and highlights improvement as it takes place. Action is now based on facts and the culture naturally evolves to become more focused on service delivery quality.
We always recommend that outputs from Perform!™ become part of a team ethos to drive change by engaging team members at all levels rather than as a medium used purely by management. We find that once everyone in the team understands and “buy-into” the purpose of the Dashboard, they will then strive to turn the traffic light indicators green!
Click here to view the Balanced Scorecard Dashboard
For further information about the Perform!™ web based performance measurement system, please download the powerpoint presentations below:
Perform! Presentation for Finance
Perform! Presentation for HR
Click here to view the WL Gore pan-European Finance Shared Services Case Study
Contact Us if you would like to arrange for an on-line demonstration of the Perform!™ system.
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