Performance Information Performance Information
Managing and Measuring Performance
It is essential that we keep a check on how the Company is performing, so that we can make sure we are meeting our objectives and delivering the best possible service for our customers.
At the core of our performance management framework is our Service Improvement Plan. This is developed with Directors and staff to ensure we meet the aims and objectives detailed within our Business Plan, which takes account of customers' needs and aspirations.
Linked to the Service Improvement Plan is a Basket of Measures, consisting of key performance indicators to measure improvements in service delivery. These are reviewed annually after consultation with key stakeholders. The targets set are challenging, with improvements being required year on year. Progress is monitored on a monthly basis, measuring current and projected performance against targets and top quartile performance for ALMOs (where information is available). The Company is aiming to achieve upper quartile performance in key areas within a 3 year period, sooner if possible, and current and proposed targets map our road to excellence.
Performance against all actions within the Service Improvement Plan is presented to the Company's Management Board on a monthly basis, along with performance against the indicators within the Basket of Measures.
All actions and indicators within the Service Improvement Plan and Basket of Measures are colour-coded using a traffic light system, so we can see at a glance whether performance is improving and on target.
Contacts
Performance StandardsTristar House
Lockheed Court
Preston Farm Industrial Estate
Stockton-on-Tees
TS18 3SH
0844 736 0007
Downloads
Making a Difference Q3 09/10
(27 KBAdobe PDF)
Performance Information - Basket of Measures Q3 09/10
(27.1 KBAdobe PDF)
Performance Management Framework
(33 KBAdobe PDF)
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