Head Office
The head office receives the quotas at the highest aggregation level. These quotas serve as the basis for verifying compliance with the infrastructure department with respect to the basic framework. The quotas can be used for making reports to management.
Quotas
Quotas are determined by comparing different key figures. In each case, the quotas are determined at the next-highest service level.
Facility management
At this level, the key figures and quotas taken from previous levels are aggregated at the highest level. The quotas determined here are relevant for making reports to the head office.
Quotas
Quotas are determined by comparing different key figures. In each case, the quotas are determined at the next-highest service level.
Key figures
Key figures are clearly defined values/quantities pertaining to the provision of a service. In each case, the key figures are recorded and documented by the direct service provider.
Service manager
At this level, the key figures and quotas from the functional levels are consolidated and the degrees of fulfilment are determined. The degrees of fulfilment are relevant for verifying compliance with the agreed service level commitments. In addition, key indicators pertaining to costs and to the number of spot checks carried out at the service manager level are collected. The degrees of fulfilment represent the highest level of aggregation with respect to legal compliance and are passed on from this level without further processing.
Quotas
Quotas are determined by comparing different key figures. In each case, the quotas are determined at the next-highest service level.
Key figures
Key figures are clearly defined values/quantities pertaining to the provision of a service. In each case, the key figures are recorded and documented by the direct service provider.
Facility management service
The figures provided by the facility service are used to calculate quotas. The calculation method will be specified by PwC. At this level, key figures are used to determine the number of checks carried out with respect to service provision by the facility service. In addition, the complete work records must be developed. Development is carried out in cooperation with PwC. All key figures that are relevant for the service provider and for PwC must be considered. The creation of the work records is a one-off activity which is carried out during the development of the contract.
Quotas
Quotas are determined by comparing different key figures. In each case, the quotas are determined at the next-highest service level.
Key figures
Key figures are clearly defined values/quantities pertaining to the provision of a service. In each case, the key figures are recorded and documented by the direct service provider.
Facility service
At this level, only key figures are collected. The figures are taken from work records. The type of recording will be specified by PwC. It is crucial that the information is only recorded in terms of the distinction between “work was completed” and “work was not completed or was not fully completed”. This unambiguous difference makes it possible to determine quotas on the subsequent levels of fulfilment.
Key figures
Key figures are clearly defined values/quantities pertaining to the provision of a service. In each case, the key figures are recorded and documented by the direct service provider.
Our monitoring system allows us to collect information continually and quantifiably at all management levels. This enables us both to provide transparency on the business efficiency of our work and to compare levels of business efficiency. At every service level, indicators are logged and quotas are recorded. This data is passed on to the next-highest level of management. In this way, information is recorded, evaluated and consolidated in a structured way while at the same time quality is ensured.