Performance

Client Communication:

  • A weekly operations review to be undertaken by the site Security Guards who will openly discuss and report on specific events enabling effective action plans to be developed.
  • A monthly or quarterly management meeting to be undertaken by the Site Supervisor, Security Manager and relevant client representative to review:
    • Weekly meeting outcomes
    • Business enhancement and development initiatives
    • OH&S
    • Medium-term planning
What will be measured How will we measure Frequency Person Responsible
Service Quality QA Inspection Report Weekly Security Guard
Servicing of all areas QA Inspection Report Weekly Security Guard
Servicing of all areas QA Inspection Report Weekly Security Guard
Occupational Health & Safety Visual inspection, Verbal Question & Answer Monthly Security Guard & Manager
Guards Knowledge of site and OH&S Verbal Question & Answer Monthly Security Manager
Continuous Improvement Program Evidence of continuous improvement program Monthly Security Manager & general manager
Overall Performance Formal Meeting, Client & Staff Quarterly Security Manager & General Manager
Non-Conformance Number of Complaints in communication books Daily Security Guard
Customer Satisfaction Customer Survey Bi Annually Security Operations Manager

OH&S Performance Monitoring

Information is crucial to the development and operation of an OH&S management system that is effective and meets the requirements of legislation.

Without high quality information, management activities lack direction and staff do not understand their role in the minimization of risk. We recognize that high quality information is based on the systematic collection and analysis of data.

Information is regularly communicated via, but not limited to:
  • Annual release of key performance indicators (updated by the end of the first quarter of business)
  • Company noticeboards
Critical Key Performance Indicators are:
Health Safety & Environment
1 LTIFR – Total Reportable Injury Frequency Rate
2 AIFR – All Injury Frequency Rate
3 Outstanding Corrective Actions
4 Environmental Sustainability
Operational
5 Compliance to security duty checklists
6 Customer Satisfaction
7 Manning levels
8 Staff turn-over
9 Monthly reporting
Financial
10 Invoice Timing
11 Invoice Accuracy
12 Cost Reduction Initiatives