Here’s a word that can strike terror into the heart of any Service Manager – compliance.
It is one of those words that carries an emotional overload, mostly negative, and has become associated with oft-derided areas of policy such as Health and Safety. Members of staff are prone to react badly when you suggest that they are not “complying” – taking it as a personal criticism, and an insult to their intelligence/behaviour/performance (depending on the context).
Taking a step back and trying to be objective about “compliance” reveals a different story. It comes in many forms, from conforming to Health and Safety standards, through HR policies on timekeeping and administrative procedures, to completing a set of daily checks on company vehicles. But it’s not just about rules and regulations. It’s an essential part of working together in a harmonious way, and ensuring your workforce is functioning at it’s optimum, most productive level. And, who would not agree that keeping staff safe is an important and positive aspect of management responsibilities?
The Compliance section of the Cognito iQ Radar Chart focuses on the workers behaviour during both the first and last parts of their day, as research suggests that this is when they are most likely to deviate from good practice. It uses the standard approach of measuring performance against specific Key Performance Indicators. These include activities at edges of their shift, like the their timeliness in starting work after they sign on to their shift and how promptly they get to their first on-site task. It can also track overall working hours against the ‘paid’ shift hours. However, the specific KPIs that are used in computing the score are configurable, to reflect those policies that you consider most important.
Additionally, this is represented in the form of a ‘shift summary timeline’, where circles are used to visually indicate how well a worker has performed against parameters set by their organisation. Getting a holistic view of what happened in the shift is critical to understanding performance, as concentrating solely on the number of jobs completed by a worker during these times would mean any company policies, such as beginning a shift within a set time before travel, would be overlooked.
The Cognito iQ Radar Chart gives a complete view of your workforce performance, with the ability to drill down into individual Key Performance Areas (KPAs), such as Productivity, Utilisation and Efficiency, discovering any number of details, from the amount of jobs completed, to task duration, and number of first time fixes. Finally, the Consistency KPA completes the set, comparing the time spent on activities directly related to each task, demonstrating how consistently positive behaviours develop and continue over time.
Keen to find out more? Take a look at how each individual area of the Radar Chart combines to give a meaningful and comparable score for each worker in our Performance Score Executive Briefing.