Global Organisation – Account Performance Scorecard

Brief

Rigby Morrison was asked to develop and oversee performance improvement of a national facilities management account for a global organisation.

Solution

Rigby Morrison worked initially with the organisation to understand current performance and confirm metrics by which performance improvement could be measured.

The initial data gathering indicated that the performance across the account was very inconsistent, and that the contract managers working on the account had no set goals or measures. This finding was strengthened through discussion with the contract managers by understanding that they had no success or failure levels, and actually did not know what KPI’s that the account needed to achieve.

Through reading the contract and associated documents in detail, Rigby Morrison’s performance improvement team developed a comprehensive set of monthly goals and targets for the contract managers surrounding:

Reactive/PPM attendance and completion
Statutory compliance
Debt
Energy Initiatives
WIP
Sustainability measures

These goals and targets aligned perfectly with the account KPI’s, therefore if the contract managers achieved their goals and targets, the account achieved its KPIs. To this end, Rigby Morrison provided all reporting templates and scorecards required to document and measure performance and trigger action before failure.

Results

The account KPI improved from 82% to 98% in the 3 months following the implementation of Rigby Morrison’s performance improvement scorecard. This ultimately resulted in account extension for 3 years.

As the performance improvement scorecard was tailored specifically to the organisation, it allowed for them to extend the concept to other national accounts, all of which noticed significant benefits.