Service development

With the sector focused on transition to a fixed price, away from traditional time and materials, our clients are keen to measure existing productivity, performance and quality across operational teams and regions.

Measurement and analysis across operational budgets, scope of work, pre-sales matrix is an important part of the successful transition in addition to understanding team and engineer productivity and performance against agreed and trended benchmarking will provide stakeholders with the keys to drive efficiency throughout the business

KnowBOX is able to assist our clients using a suite of tools and processes that will give stakeholders access to:

  • team and individual performance and quality (activity based)
  • team and individual productivity (activity based)
  • engineer activity-based accreditation (effectiveness of each engineer)
  • service improvement (based on service delivery and competency gaps)
  • service efficiency (right sizing resource, budget and service performance)

Performance and quality

Our experience has proven that to acheive successful operational and technical service improvement.  A quantitative approach is requirement that accurately captures activity based performance and quality data.  Some of the benefits to this approach are that our clients have:

  • greater faith in the transition process
  • the ability to identify competency and confidence gaps
  • measurement of performance against service delivery standards
  • validation of service efficiency decisions
  • can compare the effectiveness against previous performance and base line statistics

Typically the process would include:

  • data collection by data feeds and historic information (manual input considered as a last resort)
  • validation and enhancement via feeds from specific operational tools
  • unbiased performance and quality measurement against internal and external teams
  • capture of competency, communications and confidence gaps
  • identification of performance and quality shortfalls
  • completion of trend and GAP analysis
  • provision of corrective action requirements 
  • track performance and quality across projcts, programs and timeframes
  • weekly and/or monthly productivity, performance and quality reporting

Measurement of performance and quality is key to capture both strengths and weakness.  A focus on competency, communications and confidence gaps and implementation of corrective action has successfully provision transition programs in the initial stages and been a major part of the service improvement over the longer term

These solutions will not only assist our clients in the move to a fixed cost sales model, but enable achievement of service improvement and ultimately the ability to compete and grow the business profitably

These solutions will not only assist our clients in the move to a fixed cost sales model, but enable achievement of service improvement and ultimately the ability to compete and grow the business profitably