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Working in partnership
Pointer has a strategic objective of forming long-term
relationships with both our Customers and our Suppliers.
Pointer's preferred route to achieve this is through Partnership
and Framework Agreements.
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As an organisation, we pride ourselves in our success in
developing and maintaining Partnership opportunities and defining
Framework agreements specific to the needs of our customers.
This allows us to work together to facilitate a long term business
relationship based upon openness, trust, honesty and co-operation,
which delivers sustainable mutual benefits of improved quality of
customer service, identification and implementation of innovative
business solutions, cost control and acceptable profit.
All of these qualities are measurable and therefore can be areas
for targeted improvement.
Key Performance Indicators
When we take on a large-scale new service and maintenance
contract, we would agree with the customer specific KPIs.
Reporting would be by spreadsheet or automated report.
Pointer holds Partnership agreements with several key accounts,
working as a partnership allows the relationship to be managed in
both directions.
Pointer has developed an internal structure to support the
delivery of Partnership and Framework agreements with extensive
experience in the successful delivery, maintenance and development
of projects within the fields of CCTV, ANPR, Access Control, Intruder Alarm
Systems and Fire Detection & Alarm
Systems.
We have in place proven:
* Project Management Team
* Engineering Resource
* Service
Management system
* Business Excellence Approach
* IT backup
* Learning and Development
team
* Personnel Support
* Supplier
Partnerships specific to projects
Formal agreement with the customer would incorporate some or all of
the following:
* Short, Medium and Long term objectives
* Preventative maintenance
performance measurements
* Emergency repair performance
measurements
* Financial criteria
* Technical performance review
* Training
* Scheduled review meetings
Continual review is fundamental in such a relationship and regular
review meetings are proposed in order to discuss both performance
against mutually agreed criteria and identify areas for
improvement.
These measures and commitment from all parties ensures that
continual technical excellence and cost effectiveness are integral
within the relationship.
Examples of Reports (These are produced via our Corporate
Dashboard)
1. Quotations/ Orders
Frequency
· Quotations/ Orders Requested
Monthly
· Orders Submitted
· Orders Placed
· Order Programmed
· Order Handed Over
2. Weekly Service
Report
Weekly
· Service Requests Outstanding
· Service Calls Attended
· Service Calls Attended and Completed
· Service Calls Attended and Awaiting Return
Visit
· New Service Requests Submitted
· Any significant Action Points
3. Maintenance
Progammes
Rolling
· Maintenances Planned in last month
· Maintenances Completed in last month
· % Achievement over 1 month, 3 months & 6
months
4. Invoicing
Reports
Monthly
· Invoices submitted in the month
· Invoices queried/ resolved
· Queries Outstanding