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16 Old Bailey

Project 46

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.

The team

Hammerson, Waterman Partnership, GMW, DLE, Carillion

Start: December 1998

Finish: June 2000

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