The Dashboard: Pointer s National Account Management System

Transcription

1 The Dashboard: Pointer s National Account Management System Accurate Metrics for Measuring Contract Performance POINTER PERFORMANCE. POINTER PROOF. POINTER PROMISE. POINTER PHILOSOPHY. POINTER PREPARED. POINTER PROFESSIONAL. POINTER DASHBOARD. POINTER PERFORMANCE. POINTER PROOF. POINTER PROMISE. POINTER PHILOSOPHY. POINTER PREPARED. POINTER PROFESSIONAL. POINTER DASHBOARD. POINTER PERFORMANCE. POINTER PROOF. POINTER PROMISE. POINTER PHILOSOPHY. POINTER PREPARED. POINTER PROFESSIONAL. POINTER DASHBOARD. POINTER PERFORMANCE. POINTER PROOF. POINTER PROMISE. POINTER PHILOSOPHY. POINTER PREPARED. POINTER PROFESSIONAL. POINTER DASHBOARD. POINTER PERFORMANCE. POINTER PREPARED. POINTER PROFESSIONAL. POINTER DASHBOARD. POINTER

2 HOW ARE WE DRIVING? Here at Pointer we like to treat our national account customers as though they are passengers in a luxury car. We drive your contract forward. Let us chauffeur drive your national account contract while you sit back and enjoy the ride But we need to know what you think of our driving Two way dialogue. Open Book. A true business partnership. Quantative means of measuring. Against five key ometers on our account dashboard. You can look at a glance and see how your account is doing, or else you can look in more detail at the nuts and bolts. In all of Pointer s National/ Major Accounts, it is our philosophy to deliver excellent customer support. And as a part of our quest for continuous business improvement, we measure ourselves against key performance indicators in five crucial areas: Account Management Project Installations THE KEY ACCOUNT DASHBOARD Event Monitoring Service & Maintenance Issued by Pointer Ltd, 65 Schedule North Wallace Street, Glasgow, G4 0DT Accounting/ Billing

3 HOW ARE WE DRIVING? Your customer satisfaction feedback is crucial in order that we may continue to improve. Our aim is to deliver prompt, complete, high quality and trouble free design, installation, commissioning, training, maintenance, service and monitoring of security and fire systems to your sites. We offer a true open book partnership with total transparency in order to meet your business needs. Many companies promise that they will deliver on time and on budget projects within a certain timeframe and fix problems on a first time fix basis when required. With Pointer s dashboard, we can truly say whether we have met certain KPIs and pre arranged targets. Key ideas accountability, metrics, measurement, Allowing you to target your spending more effectively. And allowing us to drill down into areas in which there are clearly issues

4 Account Management Reports Total Install Net Sales Total Recurring Monthly Net Sales New Locations Cancelled Locations Existing Locations Customer Complaints

5 Customer Complaints Ref File No Customer's Name Dept. Brief Description Open Closed Raised by INC29 EH2338 The Assay Office Service Failed to rectify faults and created new ones through negligence 15/02/ 19/02/ J Stirling INC30 SGD Service Failed to attend 08/09/ D Pell INC31 FL436 St John's University Fire Other monitoring response 10/10/ 04/11/ M Clavery CUSTOMER COMPLAINTS Survey Service Installation Accounts Employee's Behaviour Other

6 Installation Reports Total Completed Install Work Orders On-Time Completed Install Work Orders 30 Day Return Trips after Install 100% Compliant Installations Pending Install Backlog Work Orders - Orders Logged into system - Orders Approved for Processing - Jobs Awaiting to be scheduled - Jobs Scheduled - Equipment Ordered -Work in Progress - Installations Completed - Billings Processed -Jobs on Hold

7 Service Reports Total Completed Service Repairs Service Response within 4 hrs of notification Service Response within 24 hrs of notification Service Response within 48 hrs of notification Service Response within 72 hrs of notification Average time for a Service Response (days) Reject/ Defect Reports First Time Fix - Return Repair Trips - Service Repairs Non-billable - Service Repairs Billable - Fire Inspections Past Due - Fire Inspections Performed on time Completed Service Repairs on High Activity Locations

8 2nd Visit Causes Summary of Oldham Calls Access Equipment Parts Competence Customer Related Misc / Quotes Number of Calls Jobs Issued Jobs Completed 2nd Visits /10/ /10/ /11/ /11/ /11/ /11/ /12/ /12/ /12/ /12/ /01/ /01/ /01/ /01/ /01/ /02/ /02/ /02/ /02/ /03/ /03/ /03/ /10/ /10/ /11/ /11/ /11/ /11/ /12/ /12/ /12/ /12/ /01/ /01/ /01/ /01/ /01/ /02/ /02/ /02/ /02/ /03/ /03/ /03/2011 Fig 1: 1 st time fixes per engineer Fig 2: 1 st time fix causes Summary of Service Calls on Account N u m b e r o f C a lls Jobs Issued Jobs Completed 2nd Visits /10 / /10 / /11 / /11 / /11 / /11 / /12 / /12 / /12 / /12 / /01 / /01 / /01 / /01 / /01 / /02 / /02 / /02 / /02 / /03 / /03 / /03 /2011 Fig 3: Total number 1 st time fixes

9 Reject/ Defect Report No Date Supplier Description Quantity /06/2010 Misco Computer Suppliers Professional VGA to NTSC /07/2010 BSB Progeny P3 3001D LHS of Board Broken /08/2010 Multicare Electronics Faulty WV-LD Z000/9 1 J B 26/08/2010 Indigo Vision Transmitters 9000 being returned /08/2010 Webway One Webway - Crashed & Constant Line Faults /09/2010 WTC Fire Security Various Beams/Various Faults /09/2010 WTC Fire Security ATS No Buzzer /09/2010 WTC Fire Security EV635 1

10 Monitoring Reports Total Police/ Fire/ Medical Response Responses Caused by Customer Responses Caused by Equipment Responses Caused by Monitoring Responses Caused by Other/ Unknown Responses on Actual Alarms Avg. Time to Acknowledgement by Operator on Alarms (secs) Total Monitored Systems Total Incidents (which require intervention by monitoring specialist) Avg. Incidents per monitored system per month Total Incidents on High Activity Location Total Responses on High Activity Location

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12 L2 L3 URNW Fig 1: False Alarm Management Stats (Sco) April May June July August Sept October Fig 2: EMC Response Levels (Scotland) EMC Response Levels SCOTLAND April 2009 to March April May June July August Sept October November December January Febuary March URNW L L

13 Fig 1: False Alarm Management Stats (Eng) Apr L2 8 L3 14 URNW 75 May June July Aug Sept Oct Fig 2: EMC Response Levels (England) EMC Response Levels ENGLAND April 2009 to March Apr May June July Aug Sept Oct Nov Dec Jan Feb Mar URNW L L

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15 Billing Reports Total Invoices Total Corrective Credits Recurring Services Invoices Recurring Services Corrective Credits Install invoices Install Corrective Credits Service Repair Invoices Service Repair Corrective Credits Total Accounts Receivable

16 High Activity Locations Reports Top 20 Customer Locations with Highest Activity (Service calls, incidents, responses)