Quality

Scope:  the quality of product & service delivery (on time, to agreed standards, within budget)


“Now”

Minimum expectations 2012 to 2015

  • Transparent measurements for the quality of product and services delivered across all divisions (incl 360 degree post project assessments).
  • Sustainability performance indicators identified for monitoring and reporting.
  • Zero service strike incidents.

“Our Future”

Aspirational Goal for 2020

  • Safely complete all projects on time, within budget and to the required quality.
  • Measure and report on year-on-year performance improvement trends.
  • Zero service strike incidents.

Processes

Scope:  the effectiveness and efficiency of the internal and operating processes


“Now” 

Minimum expectations 2012 to 2015

  • Standard operating procedures are embedded across all operating divisions.
  • Continual improvement is initiated at a departmental level.
  • An integrated CRM software aligned with business development processes.

“Our Future”

Aspirational Goal for 2020

  • Standard operating procedures reflect best practices.
  • Managers are driving performance and continuous improvement across the business.
  • Continuous improvement philosophy embedded with employees given time and creative space to develop ideas.
  • Microsoft Dynamics includes interactive workflow to drive business processes and performance standards.