Best Value Review of Workshops

Workshops Performance Indicators

1 Percentage of jobs completed within target

A target time has been set for each standard job. The percentage of jobs where the target time has been achieved will be measured. The current target is 80% of jobs to be completed within target. More importantly, it is planned that there be a gradual reduction in the target time for the jobs, until the optimum time is achieved.

2 Percentage reduction in the number of defects against target

Defects are now being identified by type, Body / Electrical / Mechanical / Equipment, the aim is to reduce the number of defects in each type with a combined target of reducing the total number of defects by 5 %.

3 Time taken to respond to, repair or request a vehicle replacement for a defect, where the defect will be split into category 1-4

Target for attending all categories - 100%

Target for completing category 1 - 85%

Target for completing category 2 - 85%

Target for completing category 3 - 90%

Target for completing category 4 - 100%

4 Percentage Customer Satisfaction

Satisfaction surveys are currently sent out with each serviced vehicle, but it is envisaged that the survey will be sent on a quarterly basis from April 2006. The target is to attain 100% customer satisfaction.

Station Managers who have had vehicles serviced in the previous month will be sent a satisfaction survey asking about the quality of the customer service and workmanship. They will be asked to comment on the collection and delivery of the vehicle.

5 Productivity

This Performance Indicator will be for management use. The outturn will be reported to Performance Review Committee annually.

Productive time is calculated as available hours plus overtime and out of hours work less annual leave.

Target productivity for the current year, and the projected outturn for the year ended 31^st March 2006 is 89% . It is planned that the productivity targets for individual elements that are controllable, will be examined and reduced over the future years.