Carnell's SMART Approach

Measuring our performance helps us to understand the effectiveness of our activities, so that we can deliver continuous improvement throughout our business.

Our strategy is to:

• Benchmark current performance.
• Develop a Performance Management system for capturing and reporting data.
• Set realistic & challenging targets against performance measures
• Review monthly performance and identify improvement areas.
• Share Best Practice within our Business Streams and Clients.

In January 2010, we rolled out a performance management system to capture and report information across our 4 business streams.  The areas monitored are:

• Health, Safety and Environment Performance
• Commercial / Finance Management
• Operational Output
• Transport Management

By changing the way we do things, we aim to increase efficiency which will help drive down costs and increase value for money for our customers.

Continuous Improvement is a fundamental component of the Highways Agency's contracts.  Sharing our performance management system with our customers helps to promote best practice, and by aligning our KPIs with theirs, we aim to prove we are easy to do business with and our operations are Fast, Lean and Right first time.