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
