The demands on registered providers are many and varied. Achieving your corporate objectives, delivering excellent services, satisfying customers and meeting the expectations of other stakeholders all require top class organisational performance.
How we can help
We can help you to improve your organisational performance in a range of ways, so that you deliver on your corporate objectives and have satisfied customers, engaged staff members and strong relationships with other stakeholders.
Establishing a performance framework
Delivering top class levels of performance requires a robust and well thought through performance framework. We can help you to put that framework in place, ensuring there is a golden performance thread from the objectives in the corporate plan to individual staff member targets and putting in place arrangements for measuring, monitoring and reporting on organisational performance.
Measuring performance
As the saying goes, “what gets measured, gets done”, so it is vital that you measure the right things. We can help you to identify key performance measures at both strategic and operational levels, set performance targets for each measure and to consider how you can monitor and report on performance, in the context of forecast and historic performance, as well as in comparison with other providers.
Setting service standards
Setting service standards and meeting them is a crucial element of satisfying customers and building and maintaining their trust. We can assist you by thinking about the areas of your work it would be appropriate to have service standards, what those service standards should measure and what service levels it would be reasonable for you to commit to meeting.
Performance reviews
Even for successful organisations, there will be times when performance doesn’t meet expectations. We can help you to review performance levels, obtain an understanding of the root causes of under-performance and formulate an action plan to deliver the necessary improvements.
Process re-engineering
Sometimes the changes required to improve performance are relatively straightforward, but on occasion a more radical response will be required. We can assist you to look at the way you are delivering services, whether that is to external or internal customers, and to design and implement changes to processes to drive improvements in performance.