Premier Support Services Key Performance Measurement

Title Page

Client / Site
Name of Service Provider
Month / Period Measured
Prepared by
Date of Performance Review
Location

Premier Support Services StandardS Performance Measurement System

Overview: Please note PSS key for Premier Support Ser Services

The In Premier Support Services Performance Management System is a Quartly Performance Measurement system designed to help Clients & Managers, effectively capture and record service performance data against standard Key Performance Indicators (KPI's). The System is an easy to use tool which should be used to measure the performance and act as a focal point for discussion at review meetings.

Instructions:
1 The PSS QA should be used to measure the performance of the cleaning team / service providers.

2 The score is automatically calculated depending on which button is selected and the weighting of each KPI.

3 Comments should be inserted to provide back-up for low scores, add detail or record specific information. Response Required should be used to specify dates / times when actions are required.

4 The PSS QA should be completed by the appropriate Manager ahead of the service review meeting and PSS should also measure their own performance using the PSS QA ahead of the service review meeting.

5 To enable timely submission of PSS QA scores as part of the Quartly Business Review (QBR), the PSS QA forms and performance review of the previous Month, should be completed by the 10 th of the following month. i.e. PSS QA review for May completed by 10th June.

6 The score from the self-assessed PSS QA forms the basis of KPI 3.1 (i.e. 10% of the total score)

7 Upon completion the PSS forms should be printed and signed by the manager from both parties. Signed copies should be retained in the appropriate files on site.

8 The PSS scores should be submitted as part of the Monthly Performance Measurement section of the next Quaertly Business Review.

9 Apply service remedies as determined by final scores.
Follow these instructions when answering the questionnaire below:

1. Answer the questions below by selecting or typing in the most appropriate response.
2. Add photos and notes by clicking on the paperclip icon
3. To add a Corrective Measure click on the paperclip icon then "Add Action", provide a description, assign to a member, set priority, and due date
4. Complete audit by providing digital signature
5. Share your report by exporting as PDF, Word, Excel or Web Link

1. RAMS / Equipment & Training

1.1 All equipment provided fit for purpose, well maintained & in good working order (PAT Tested)
1.2 All Staff inductions and training complete
1.3 Site File upto date

2. Resource Management

2.1 Contracted hours met
2.2 Signing in / communication book available for all to review

3. Service Delivery

3.1 Reception - Clean to specification
3.2 Corridors - Clean to specification
3.3 Meeting rooms - Clean to specification
3.4 BC Suites - Clean to specification
3.5 Toilets- Clean to specification
3.6 Kitchens / Tea Points - Clean to specification
3.7 Stairwells - Clean to specification
3.8 Staff Offices - Clean to specification
3.9 Hard floors - Clean to specification
3.1 Capets - Clean to Specification
3.11 Dusting (high and low level) - Clean to Specification
3.12 Water flushing completed and documented

4. Reactive Activity

4.1 Response times achieved to priority instructions issued to service delivery team
4.2 Resolution of service failures / complaints within timescale allocated

5. Client Liaison

5.1 Attendance by PSS Manager at Monthly review meetings and attendance by PSS Services' Senior Management (Branch Manager level) at Quarterly review meetings.
5.2 Effective communication & pro-active notification of changes to service delivery requirements as appropriate (i.e. changes to staff rosters, working patterns etc)

6. Service Delivery Management

6.1 Staff appearance. All staff in correct uniform and no negative comments or complaints from Site Management, retailers or customers.
6.2 Evidence of daily / weekly / monthly service checks / inspections being undertaken by site / local management
6.3 Availability of provider to implement additional services