Mace Group

Mace as a company uses measurement as a key component of how we do business. At a corporate level we measure:

• Staff satisfaction
• Client satisfaction
• Safety record
• Financial performance
• Income
• Profit
• Repeat order client's percentage

We target annual improvement against all of these measures.

At a project level we are one of the few organisations in the UK that measure performance across its entire portfolio of projects. The reason we do this is that our aspiration is to deliver a world-class service for our clients and one way we can deliver this is by measuring how well we are doing such that we know which areas to focus on and improve.

At a project level we tend to use the Constructing Excellence Construction Industry KPIs as it enables us to test how well we are performing against the industry at large.

• Client satisfaction - product
• Client satisfaction - service
• Client satisfaction - defects
• Safety
• Predictability - construction cost
• Predictability - construction time
• Predictability - design cost
• Predictability- design time
• Reduction in construction cost (year on year)
• Reduction in construction time (year on year)

As an example of how this is at Hertfordshire County Council where we TUPE transferred the council's in-house property team and for the last five years we have been implementing a change management programme to improve their performance.

In the first three years we have moved an underperforming team delivering results that regularly beats the construction industry performance figures by a significant amount and subsequently hitting our Year 5 targets.

These results enabled HCC to both attain Beacon Council status and a major accolade from the ODPM for their achievements.

Most major programmes of projects executed under framework agreements incorporate KPIs as performance management tools and many are linked to pain/gain incentivisation as part of the contract.

Related project
Hertfordshire County Council TW3 Programme