Interview: How can performance be precisely controlled?
In an interview with the Sasse Newsletter Team, Project Manager Jennifer Keck explains why the performance management model exists at Sasse, how it works and what advantages it entails.
Sasse Group works with a performance management model. What does this mean?
It means that we take a close look at all factors we need to manage and control facilities management services. In doing so, we not only look at the individual steps and phases, but take a holistic view of all aspects of a service or a contract. This begins with the first phase, work planning, and extends to work preparation, the actual execution of the work, the associated control, and finally to work follow-up and work documentation. We accompany all steps and carefully document and check them. The result is a very reliable overall picture.
What tools do you use for this?
First and foremost, there are checklists and quality controls. They are integrated into our IT system, the Sasse Service App, and other supporting documents as well as the processes are managed digitally. The employees in the projects where the performance management model is applied have direct access to these tools. They are trained and briefed in detail to ensure the best quality of results for all involved. This content has a very high priority in our training programme.
Why are you introducing this model?
The classic quality control, i.e. the immediate review of the service provided, is often no longer sufficient to present precise results. The reasons are manifold – such as the wide-ranging local distribution of tasks, the time lag between completion and review or the detailed nature of tasks. New approaches are needed to gain an overview here. Moreover, not only the result of the performance should be considered, but also the way there or the follow-up. After all, there are also numerous factors that influence the quality of performance.
What goal are you pursuing with this?
For us, the performance management model is an intelligent tool for a modern form of quality assurance. Similar to industry, all phases of service provision are evaluated and documented. As I said, the model starts with planning and work preparation, i.e. when each individual begins his or her work, checks his or her equipment, internalises his or her schedule. Within the framework of the defined process steps, this also creates space for “personal responsibility”. Each individual is thus motivated to deal with his or her tasks in much greater detail and thus also to develop a deeper understanding of defined processes. This in turn leads to continuous improvement and a demonstrable professionalisation of our services, right up to billing.
What advantages does this tool offer clients?
In principle, you have access to all documents, checklists and processes from our Sasse toolbox that were developed within the framework of the performance management model and selected for the project/site. In other words, maximum transparency – for both sides – and also individually tailored to the client and the service to be provided. As a result of this further developed performance management, higher quality is achieved in all phases. The advantages for our clients are obvious: Relief of our clients from control activities with simultaneous quality assurance according to industrial standards under the service provider’s own responsibility. The relevant documents are available in the system without delay. Clients only need to carry out spot checks. Service providers and clients also gain starting points for the continuous improvement process. In short, there’s a whole bundle of added value that has a direct impact on value creation!