Best Answer bornyesterday, 06 December 2022 - 08:42 PM
So the way that I look at performance monitoring is to answer it at face value.
1. Start by thinking about performance indicators that you believe are important, then rate the supplier by those criteria periodically on a Likert Scale (a number between 1 and 5 with 5 being most positive). If we were judging a customer-facing employee, the criteria may be politeness, personal hygiene, customer delight (as observed as customers are walking away after being served), punctuality to shift, and ability to follow directions.
2. Decide upon your grading scale. So let's say you have five criteria and you're using the 1-5 scale, then the best score is going to be 25 and the worst score is going to be 5. At this point you just have to decide where your lower acceptable limit is on the scale - the point at which they rate so poorly that their performance is unacceptable. The important thing is to determine boundaries.
3. Now assess the performance of the supplier based on your questions and score them.
4. Perform the same assessment again at a predetermined time (quarterly? annually? every full moon?) and log your results.
5. So your performance evaluation becomes the data points of your trend as it relates to time (meaning: a line chart with the y-axis to be the performance score and the x-axis to be the time interval between assessments). This is performance monitoring.
And since one of your topics is pest control, I would point out that a trend of zero's is still a trend: if the PCO hasn't caught any pests and you (or they) have no evidence of pests, then that's a good problem to have.
Possible laundry criteria
- cleanliness of returned clothes
- promptness of scheduled appointments
- customer service
- price among competitors
Possible Pest control criteria
- ability to follow your work rules (use of PPE, hygiene, overall appearance)
- customer service, promptness
- thorough documentation of procedures, corrective actions, follow ups, chemicals used
- reporting potential problems (PCO's tend to travel the dark corners of your plant - they can tell you about potential problems)
- ability to follow their own schedule of activities/tasks and document accordingly
