Key innovation: performance measurement
The team is using a performance measurement system to make the organisation 'customer orientated'. It was based on a customer satisfaction survey developed by Tarmac Building (now Carillion). Benefits include knowing which priorities to focus on in order to please the client, problems are flagged up early, project by project comparisons are possible, plus the system allows a move to zero defects, and gives a competitive edge.
Hammerson, Waterman Partnership, GMW, DLE, Carillion
Start: December 1998
Finish: June 2000