Napier University

Facilities Services Balanced Scorecard

Measures

Owner

2006-07

Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun

Jul Comments

PROCESS
Reactive Maintenance
Reactive tasks % within DLO

Internal Provision - PPM % within DLO

G Esplin

G Esplin

<80%

>80%<89%

>90%

<80%

>80%<89%

>90%

No measures received for

Aug & Sept

No measures received for

Aug & Sept

Cleaning
% Zones to SLA level ( Maximiser)

L McEvoy

<65%

>65%<85%

>85%

Logistics - Mail
Deliveries made per SLA

L McEvoy

<94%

>95%<97%

>98%

Logistics - Porters
Requests via FS helpdesk

<89%

actioned/completed within agreed timescales

L McEvoy

>90%<95%

during calender month

>96%

Logistics - Stores
Deliveries received and dispatched

L McEvoy

within 24 hours

<95%

>96%<97%

>98%

0<2%

Security
Preventation measures-educational or

L McEvoy

awareness campaigns. Quarterly measure

>3

Catering
Total amount of Wastage as a %

S Ferguson

of Counter Sales Income

Summer Flat Occupancy Rate

(July & August)

H Crocker

>2%

>1%<2%

<1%

<60%

>60%<75%

G
s.ferguson balancescorecard 2006-07

G
G

>75%

Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun

Jul Comments

Print Room
Printing digital (including copying)

A Methvan

Economy service

Printing digital (including copying)

A Methvan

Standard service

Printing digital (including copying)

A Methvan

Express service

Digital Ptinting (including copying)

A Methvan

& offset - Offset service

Downtime of machines - Digital b/w

A Methvan

copier/printers

Downtime of machinery offset press

A Methvan

<85%

>85%<95%

>95%

<85%

>85%<95%

>95%

<85%

>85%<95%

>95%

<90%

>90%<98%

>98%

<85%

>85%<95%

>95%

<85%

>85%<95%

>95%

No measures received for

Aug & Sept

No measures received for

Aug & Sept

No measures received for

Aug & Sept

No measures received for

Aug & Sept

No measures received for

Aug & Sept

No measures received for

Aug & Sept

R
A
G
R
A
G
R
A
G
R
A

s.ferguson balancescorecard 2006-07

Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun

HUMAN RESOURCES - PEOPLE

Sickness Absence (Manual Staff)

>11%

No. of days available compared to

>9%<11%

no. of days reported sickness as a %

<9%

Sickness Absence (Admin/M'ment)

A Smith

>6%

No. of days available compared to

>4%<6%

no. of days reported sickness as a %

<4%

Staff Turnover

A Smith

>20%

No of leavers as a % of av. No. of staff in

10-20%

the period

<10%

<1%

Training Hours

A Smith

A Smith

% number of available hours spent in

1%

training per month

>1%

>3

<3

Health & Safety

Number of accidents reported

C Morrison

Jul Comments
No measures received for
Aug & Sept

No measures received for

Aug & Sept

No measures received for

Aug & Sept

No measures received for

Sept

R
A
G
R
A
G
R
A
G

s.ferguson balancescorecard 2006-07

Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun

Jul Comments

CUSTOMER
Customer Satisfaction - Catering
Number of compliments received

S Duncan

per month

Customer Satisfaction - Catering

Number of complaints received

S Duncan

per month
Customer Satisfaction - Cleaning

<5

>5<10

>10

>10

>5<10

<5

<2

Number of compliments received

>2<7

per month

>7

Customer Satisfaction - Cleaning

L McEvoy

>7

Number of comlaints received

L McEvoy

>2<7

per month

<2

Customer Satisfaction - External Catered Events

Customer perception of Napier University

H Crocker

<80%

>80%<90%

(quarterly)

>90%

H Crocker

<80%

>80%<90%

>90%

as a venue - excellent overall evalution as

a % of total Weddings/functions
Customer Satisfaction - External Conferences
Customer perception of Napier University
as a venue - excellent overall evalution as
a % of total Conferences.

(quarterly)

One Stop Shop

Initial response rate within 24 hours

Customer Complaints

H Crocker

<70%

>70%<80%

>80%

>7%

Number of Complaints as a % of

>2%<7%

total number of jobs (Help Desk)

<2%

USG Survey Results

G Esplin

P Hughes

No measures received for

Aug & Sept

<65%

s.ferguson balancescorecard 2006-07

Meaused Annually

>65%<70%
>70%

Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul

Comments

FINANCIAL
Energy cost savings per year

Average spend per head

G Esplin

S Ferguson

per transaction

<20k

>20<25K

>25K

<1.15

1.15-1.40

>1.40

No measures received for

Aug & Sept

Vacation Letting
Enquiry/conversion rate on vacation flats

<10%

as a % of total enquires

>10%<15%

Measured Quarterly

>15%

Student Accommodation Voids

H Crocker

>6%

% of available income

>4%<6%

(Measured Sept to June)

<4%

Conversion Rate - Conference Office

H Crocker

<15%

No of confirmed bookings as a % of

>15%<25%

enquiries per month

>25%

Student Rent Arrears

H Crocker

>2.5%

Arrears as a % of available total

H Crocker

>1.5%<2.5%

rent. Annual Figure

<1.5%

R
A
G
R
A
G
R

s.ferguson balancescorecard 2006-07

A
G
R
A
G

s.ferguson balancescorecard 2006-07

Process
DLO Reactive
DLO PPM
cleaning
Mail
Portering
Stores
Security
Wastage
Summer flat
Occupancy
Economy
Standard
Express
Offset
Downtime digital
Downtime offset

Upper
Lower
Upper
Lower
Upper
Lower
Upper
Lower
Upper
Lower
Upper
Lower
Upper
Lower
Upper
Lower
Upper
Lower
Upper
Lower
Upper
Lower
Upper
Lower
Upper
Lower
Upper
Lower
Upper
Lower
Upper
Lower
Upper
Lower
Upper
Lower
Upper
Lower

Human Resource
Manual Staff
Upper
Sickness
Lower
Admin Staff
Upper
sickness
Lower
Staff turnover
Upper
Lower
Training Hrs
Upper
Lower
No of Accidents
Upper
Lower
Upper
Lower
Upper
Lower
Upper
Lower

Aug
Sep
Oct
Nov
Dec
Jan
Feb
Mar
Apr
May
Jun
Jul
89.9
89.9
89.9
89.9
89.9
89.9
89.9
89.9 89.9 89.9
89.9 89.9
80
80
80
80
80
80
80
80
80
80
80
80
89.9
89.9
89.9
89.9
89.9
89.9
89.9
89.9 89.9 89.9
89.9 89.9
80
80
80
80
80
80
80
80
80
80
80
80
85
85
85
85
85
85
85
85
85
85
85
85
65
65
65
65
65
65
65
65
65
65
65
65
98
98
98
98
98
98
98
98
98
98
98
98
94
94
94
94
94
94
94
94
94
94
94
94
96
96
96
96
96
96
96
96
96
96
96
96
89
89
89
89
89
89
89
89
89
89
89
89
97
97
97
97
97
97
97
97
97
97
97
97
95
95
95
95
95
95
95
95
95
95
95
95
3
3
3
3
0
0
0
0
2
2
2
2
2
2
2
2
2
2
2
2
1
1
1
1
1
1
1
1
1
1
1
1
70
70
63
63.00
95
95
95
95
95
95
95
95
95
95
95
95
85
85
85
85
85
85
85
85
85
85
85
85
95
95
95
95
95
95
95
95
95
95
95
95
85
85
85
85
85
85
85
85
85
85
85
85
98
98
98
98
98
98
98
98
98
98
98
98
90
90
90
90
90
90
90
90
90
90
90
90
95
95
95
95
95
95
95
95
95
95
95
95
85
85
85
85
85
85
85
85
85
85
85
85
95
95
95
95
95
95
95
95
95
95
95
95
85
85
85
85
85
85
85
85
85
85
85
85
95
95
95
95
95
95
95
95
95
95
95
95
85
85
85
85
85
85
85
85
85
85
85
85

9
11
4
6
10

9
11
4
6
10

9
11
4
6
10

9
11
4
6
10

9
11
4
6
10

9
11
4
6
10

9
11
4
6
10

9
11
4
6
10

9
11
4
6
10

9
11
4
6
10

9
11
4
6
10

9
11
4
6
10

20

20

20

20

20

20

20

20

20

20

20

20

1.1
0.99
3
0

1.1
0.99
3
0

1.1
0.99
3
0

1.1
0.99
3
0

1.1
0.99
3
0

1.1
0.99
3
0

1.1
0.99
3
0

1.1
0.99
3
0

1.1
0.99
3
0

1.1
0.99
3
0

1.1
0.99
3
0

1.1
0.99
3
0

Customer
Compliments
Catering
Complaints
Catering
Compliments
Cleaning
Complaints
Cleaning
Wedding
Function
One Stop shop
Complaints
Help desk
USG Survey
Financials
Energy
Av Spend
Flat conversion
Voids
Conf conversion
Rent Arrears

Aug

Sep

Oct

Nov

Dec

Jan

Feb

Mar

Apr

Upper
Lower
Upper
Lower
Upper
Lower
Upper
Lower
Upper
Lower
Upper
Lower
Upper
Lower
Upper
Lower
Upper
Lower

10
5
5
10
2
7
2
7
90
80
90
80
80
70
2
7

10
5
5
10
2
7
2
7
90
80
90
80
80
70
2
7

10
5
5
10
2
7
2
7
90
80
90
80
80
70
2
7

10
5
5
10
2
7
2
7
90
80
90
80
80
70
2
7

10
5
5
10
2
7
2
7
90
80
90
80
80
70
2
7

10
5
5
10
2
7
2
7
90
80
90
80
80
70
2
7

10
5
5
10
2
7
2
7
90
80
90
80
80
70
2
7

10
5
5
10
2
7
2
7
90
80
90
80
80
70
2
7

10
5
5
10
2
7
2
7
90
80
90
80
80
70
2
7

Upper
Lower
Upper
Lower
Upper
Lower
Upper
Lower
Upper
Lower
Upper
Lower
Upper
Lower
Upper
Lower
Upper
Lower
Upper
Lower

4
5
1.4
1.15
15
10
4
6
25
15
40
20

4
5
1.4
1.15
15
10
4
6
25
15
40
20

4
5
1.4
1.15
15
10
4
6
25
15
40
20

4
5
1.4
1.15
15
10
4
6
25
15
40
20

4
5
1.4
1.15
15
10
4
6
25
15
40
20

4
5
1.4
1.15
15
10
4
6
25
15
40
20

4
5
1.4
1.15
15
10
4
6
25
15
40
20

4
5
1.4
1.15
15
10
4
6
25
15
40
20

4
5
1.4
1.15
15
10
4
6
25
15
40
20

May Jun
Jul
10
10
10
5
5
5
5
5
5
10
10
10
2
2
2
7
7
7
2
2
2
7
7
7
90
90
90
80
80
80
90
90
90
80
80
80
80
80
80
70
70
70
2
2
2
7
7
7
70
65
4
5
1.4
1.15
15
10
4
6
25
15
40
20

4
5
1.4
1.15
15
10
4
6
25
15
40
20

4
5
1.4
1.15
15
10
4
6
25
15
40
20

ACTUALS
Process
Aug
Sep
Oct
Nov
DLO Reactive
DLO PPM
Cleaning
76
74
Mail
100
92
Porters
94
94
Stores
100
98
Secuity
5
Wastage
3
2
Summer flat Occ
85.79
Print Economy
Print Standard
Print Express
Print Off set
Downtime digital
Downtime press

Human Resource
Manual Staff
Admin Staff
Staff turnover
Training Hrs
No of Accidents

Customer
Complaints Cat
compliment Cat
Complaints cl
Compliments Cl
Cust Sat Ext
Cust Sat Conf
One stop shop
Complaints HD
USG

Financials
Energy
Av Spend
Flat conversion
Voids
Conf conversion
Rent Arrears

0
0

0.61

0
0
0
0

1
0
0
0

95

92

1.32

1.28

75

4
94.5

Dec

Jan

Feb

Mar

Apr

May

Jun

Jul