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2. High quality of services
The research of the current needs of the people living in the BHA facilities
Alignment of the needs identified with the services provided, within the imposed resource constraints
The introduction of the employees in the change processes through their involvement and the usage of their input
The review of the changes implemented so far in terms of quality improvement and the assessment of their costs and results
The prioritization of the change processes developed and proposed based on their resource sustainability (Marquis, 2006)
The review of the needs, wants and inputs of other categories of stakeholders, such as the employees or the general public, in order to identify new opportunities for development.
3. Operational efficiency
The integration of technologies to support all organizational operations and processes
The provision of training programs focused on operational efficiency
The usage of the available resources in a responsible manner
An increase in the awareness of managers and employees on operational efficiency
The tracking of the operations completed, the resources consumed and the results obtained (Goodway, 2012).
3. Key performance indicators
As the Bushmead Housing Association implements the above mentioned steps, it would be expected to register the first results. Still, the actual success of the strategies implemented would be assessed through the lenses of the KPIs below:
1. Sustainable growth and development
The population is better satisfied with the quality of the services provided by BHA
The services offered are better...
Service quality
The stakeholders participate more in the decision making process and more input is collected
The feedback retrieved from the population served is superior and the perceptions of the Bushmead Housing Association have improved
Decisions are made in an integrated manner, with focus on the input provided by various stakeholder categories.
3. Operational efficiency
The company is able to provide housing services to more individuals, within the same resource constraints (10 per cent increase in the number of the people served)
The staff redundancies are eliminated
Technologies are more numerous and better used
The staffs are better skilled and the number of training programs has increased by 10 per cent.
References:
Campbell, a., Whitehead, J., 2010, How to test your decision making instincts, McKinsey Quarterly
Marquis, H., 2006, 6 steps improved service quality, ITSM Watch, http://www.itsmwatch.com/itil/article.php/11700_3629661_2/6-Steps-Improved-Service-Quality.htm last accessed on February 16, 2012
Panettieri, J., 2011, the 7 steps to building a sustainable growth business, MSP Mentor, http://www.mspmentor.net/2011/05/03/the-7-steps-to-building-a-sustainable-growth-business / last accessed on February 16, 2012
2012, Ten steps to operational efficiency, Goodway, http://www.goodway.com/learning-center/operations-management/ten-steps-operational-efficiency last accessed on February 16, 2012
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