KPI Meeting - Double Negative

• Site

• Client

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

Section 1 - Service Standards

1 - Helpdesk

• Have PSS been able to respond and resolve all objectives within appropriate time?

  Yes

  No

  N/A

2 - Staff & Management

Contract Manager

• With regards to management of the contract, have all requirements set in the service agreement been met & to what standard? Please add further comments below to justify your answer.

  Yes

  No

  N/A

Technical Skills Training

• Has all training for the month been issued suitably with records kept & future training needs planned for appropriately?

  Yes

  No

  N/A

Customer Service Traning

• When observing PSS operatives, has customer service been adequate and are there any improvements that could be made?

  Yes

  No

  N/A

Site Staff Attendance and Cover (Holiday & Sickness)

• Has cover been provided for absent operatives suitably & within appropriate time?

  Yes

  No

  N/A

3 - Customer Service

Staff Behaviour

• Question covered in 3.4

Staff Presentation

• Is dress code being met?

  Yes

  No

  N/A

Complaints

• Have all written complaints been responded to within 48 hours? If answer is no, please give explanation as to why.

  Yes

  No

  N/A

Section 2 - Technical Standards

4 - Standards & Operation

Quality of Cleanliness Standards

Standard of cleaning

• Basement

  Excellent

  Good

  Satisfactory

  Room for improvement

  Poor

• Ground floor

  Excellent

  Good

  Satisfactory

  Room for improvement

  Poor

• First floor

  Excellent

  Good

  Satisfactory

  Room for improvement

  Poor

• Second floor

  Excellent

  Good

  Satisfactory

  Room for improvement

  Poor

• Third floor

  Excellent

  Good

  Satisfactory

  Room for improvement

  Poor

• Fourth floor

  Excellent

  Good

  Satisfactory

  Room for improvement

  Poor

• Fifth floor

  Excellent

  Good

  Satisfactory

  Room for improvement

  Poor

• Sixth floor flats

  Excellent

  Good

  Satisfactory

  Room for improvement

  Poor

Invoicing

• Has all invoicing been submitted within appropriate timescale holding correct information?

  Yes

  No

  N/A

Equipment/Storage Standards

• Has all PSS equipment/storage areas been appropriately maintained, kept clean and remained accessible at all times? If possible, please provide photographic evidence of cleanliness from site inspection in media option below.

  Yes

  No

  N/A

• Equipment/Storage Area

  Media

Monthly Contract Meeting

• Has minutes been provided provided in accordance with agreed specification

  Yes

  No

  N/A

5 - Contract Specification

Daily / Weekly / Fortnightly Tasks

• Have all works been carried out to meet the requirements stated in the specification, on time and to the agreed contract level.

  Yes

  No

  N/A

Periodic Tasks

• Have all works been carried out to meet the requirements stated in the specification, on time and to the agreed contract level.

  Yes

  No

  N/A

Sub-contractor Management

• Have all works been carried out to meet the requirements stated in the specification, on time and to the agreed contract level.

  Yes

  No

  N/A

6 - Health & Safety

Health & Safety - Annual Reviews

• Are permits-to-work appropriately signed and returned, RAMS & COSHH data relevant and within date & Human Focus training also up to date?

  Yes

  No

  N/A

Health & Safety - Accident and Near Miss Reporting

• Have accidents and near misses identified been reported by the quickest practicable means and are records readily accessible?

  Yes

  No

  N/A

Authorisation signatures

• Client signature

  Sign

• Select date

  Date