1. 06/28/16 1
STEPHEN BIRTLES
Customer Service Manager
Engineering Manager
Electronic Security

2. 06/28/16 2
Key Aspects of Role
 Key Responsibilities
 Key Performance Indicators

3. 06/28/16 3
Operational Efficiency
 Management of service resources,
equipment, materials and
processes
 Management of Installation
resources, equipment, materials
and processes
 Health and Safety Legislation

4. 06/28/16 4
Management Of Service
 Engineering Levels
 Engineers And Contractors On Fist
Call
 Engineers Stock Levels And Vehicles
 Engineers Presentation
 Out of hours service on call lists
as are logged well in advance with the
service desk .

5. 06/28/16 5
Management Of
Installation
 Jobs Estimated Correctly
 Contractors Are Properly Audited
 Ensure Materials Are On Site
 Install Team Responsibility

6. 06/28/16 6
Safety Awareness

7. 06/28/16 7
Safety First
 Each engineer is aware of what is
required for his own safety on Site
 Ladders and working at Height
 High visibility vest , hard hats,boots and
eye protection .
 The use of power tools
 Site specific requirements of Individual
customers

8. 06/28/16 8
Commercial
Management
 Achieving Chargeable Service
Revenue and Margin Targets
while maintaining service levels
 Accurate Estimates
 Maintaining Margins for
installations
 Manage Overheads within
Budgets

9. 06/28/16 9
In Other Words
 Engineers are made aware of
customers on all inclusive
contracts ,and which customers
can be charged
 Level 2 customers Are Immediately
targeted by the sales team for up-
grades
 Material costs are kept a minimum

10. 06/28/16 10
Minimum 40%GPM
Total Equip Cost £515.00 Total Install Cost
Equipment GPM % 35% Install GPM %
Equipment GPM £ £277.30 Install GPM £
Equipment Selling £792.30 Install Selling
SUB TOTAL £
(Equip & Labour) Maintenance £ £190.00 Per Annum
Additional Charges Monitoring £ £160.00 Per Annum
NACOSS Cert £ £15.00 Total £ £350.00 Per Annum
Intro Comm £ Term 3 Years
BTConnection £ £45.00 Lease £ Per Week
Sundries /Plant £ £
A TOTAL £
(Order Book)
B MCD £
A + B TOTAL £ Reviewed By (Quotation)
(with MCD)
£368.83
£261.53
£91.53
35%
£170.00
MAINTENANCE / MONITORING & LEASE
GPM %
OVERALL £
£1,113.83
PRICING SCHEDULE
33%
£1,053.83

11. 06/28/16 11
Team Work

12. 06/28/16 12
Achieving Goals
 We can only achieve goals as a
team
 A promise from anyone in the
company commits all of us to
deliver against that promise

13. 06/28/16 13
People Management
Managing the Engineering
Workforce
Developing the Engineering
Workforce

14. 06/28/16 14
Quality
 Each engineer is responsible for
delivering a quality performance in their
job
 Quality means right first time
 Lack of errors and meeting dead lines
e.g. pmvs and 4hour response to all
 service calls
 All engineers will be multi tasking and
trained on all branch group product lines
including .

15. 06/28/16 15
Training On All Intruder

16. 06/28/16 16
Access Control

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CCTV

18. 06/28/16 18
Six Calls Per Day
Actual Branch Productivity
0.00
1.00
2.00
3.00
4.00
5.00
6.00
7.00
8.00
Michael Logan Mark Burdass Pat Rafferty Phil Smith ALAEX
MACHIN
John
Cartwtight
Gary Dowsett Mark Hager Weekly Branch
Total

19. 06/28/16 19
PMV Targets Achieved
Quantity PMV's Req Per Month (Planned and Running Targets)
JAN FEB MAR APRIL MAY JUNE JULY AUG SEPT OCT NOV DEC
Planned Target 23 41 38 22 125 32 18 37 35 23 128 8
Running Target 23 41 38 22 125 71 20 37 42 23 129 9
Achieved 23 41 38 22 86 69 20 30 42 22 128 7
Shortfall 0 0 0 0 39 2 0 7 0 1 1 2
Achieved % 100.0% 100.0% 100.0% 100.0% 68.8% 215.6% 111.1% 81.1% 120.0% 95.7% 100.0% 87.5%
Running Target 64 102 124 249 320 340 377 419 442 571 580
Running Ach 64 102 124 210 279 299 329 371 393 521 528
Running Rate % 100.0% 100.0% 100.0% 100.0% 84.3% 87.2% 87.9% 87.3% 88.5% 88.9% 91.2% 91.0%
Annual Total 530
Achieved 528
% 99.6%
Quantity PMV's Req Per Average Working Day (Planned & Running Targets)KMJ
JAN FEB MAR APRIL MAY JUNE JULY AUG SEPT OCT NOV DEC
Ave Work Days 20 20 20 20 20 20 20 20 20 20 20 20
Planned Per Day 1 2 2 1 6 2 1 2 2 1 6 0
Running Per Day 1 2 2 1 6 4 1 2 2 1 6 0
Planned Annual Average
Per Day 2.2

20. 06/28/16 20
Engineers Not
Responding
 There will be every effort made to
assist engineers not reaching the
required standard .
 There will Be no engineers allowed
to hide within the branch .
 Its not fair on any one in the team
and it will not be tolerated.

21. 06/28/16 21
Customer Ownership
 Take Ownership of the customer in
relation to all aspects of service
provision.

22. 06/28/16 22
Customer First
 We will treat all our customers fairly and
ethically,the way we would wish to be
treated
 We will judge our performance by our
customers satisfaction with the quality of
service they receive,and the revenue
generated
 Dealing with customer complaints in a
effective and timely manner

23. 06/28/16 23
Summary
Lets All Work Towards Making
Chubb Security Sheffield
Simply The Best

24. 06/28/16 24
Thank You For Listening