How do you have a structured discussion about how we’re doing our job?
We use the term “Service Line Metrics” to define a set of measurements we take consistently throughout the performance of larger projects and on-going service relationships. These metrics seek to evaluate our productivity (for example, number of measurement points inspected per hour), our safety (including number of hours worked, results of job hazard assessments, and our work to minimize any potential hazards), our quality (the certifications and recent training of our personnel assigned to the work) and any notes from our supervisory staff.
The Service Line Metrics become the basis for daily or weekly client updates as to how we’re doing. Week to week changes in the metrics provide an indication of trends in the service relationship and provide direction for areas of improvement.