01/05/23 1

STEPHEN BIRTLES

Customer Service Manager Engineering ManagerElectronic Security

01/05/23 2

Key Aspects of Role Key Responsibilities Key Performance Indicators

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Operational Efficiency

Management of service resources, equipment, materials and processes

Management of Installation resources, equipment, materials and processes

Health and Safety Legislation

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Management Of Service Engineering Levels

Engineers And Contractors On Fist Call Engineers Stock Levels And Vehicles

Engineers Presentation

Out of hours service on call lists as are logged well in advance with the service desk .

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Management Of Installation Jobs Estimated Correctly

Contractors Are Properly Audited

Ensure Materials Are On Site

Install Team Responsibility

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Safety Awareness

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Safety First Each engineer is aware of what is required for

his own safety on Site

Ladders and working at Height

High visibility vest , hard hats,boots and eye protection .

The use of power tools

Site specific requirements of Individual customers

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Commercial Management

Achieving Chargeable Service Revenue and Margin Targets while maintaining service

levels

Accurate Estimates

Maintaining Margins for installations

Manage Overheads within Budgets

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In Other Words Engineers are made aware of

customers on all inclusive contracts ,and which customers can be charged

Level 2 customers Are Immediately targeted by the sales team for up-grades

Material costs are kept a minimum

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Minimum 40%GPM

Total Equip Cost £515.00 Total Install Cost

Equipment GPM % 35% Install GPM %

Equipment GPM £ £277.30 Install GPM £

Equipment Selling £792.30 Install Selling

SUB TOTAL £(Equip & Labour) Maintenance £ £190.00 Per Annum

Additional Charges Monitoring £ £160.00 Per Annum

NACOSS Cert £ £15.00 Total £ £350.00 Per Annum

Intro Comm £ Term 3 Years

BTConnection £ £45.00 Lease £ Per Week

Sundries /Plant £ £

A TOTAL £(Order Book)

B MCD £A + B TOTAL £ Reviewed By (Quotation)

(w ith MCD)

£368.83

£261.53

£91.53

35%

£170.00

MAINTENANCE / MONITORING & LEASE

GPM %OVERALL £

£1,113.83

PRICING SCHEDULE

33%

£1,053.83

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Team Work

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Achieving Goals We can only achieve goals as a

team

A promise from anyone in the company commits all of us to deliver against that promise

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People Management

Managing the Engineering Workforce

Developing the Engineering Workforce

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Quality Each engineer is responsible for delivering

a quality performance in their job

Quality means right first time

Lack of errors and meeting dead lines e.g. pmvs and 4hour response to all

service calls All engineers will be multi tasking and

trained on all branch group product lines including .

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Training On All Intruder

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Access Control

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CCTV

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Six Calls Per Day

Actual Branch Productivity

0.00

1.00

2.00

3.00

4.00

5.00

6.00

7.00

8.00

Michael Logan Mark Burdass Pat Rafferty Phil Smith ALAEXMACHIN

JohnCartwtight

Gary Dowsett Mark Hager Weekly BranchTotal

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PMV Targets Achieved

Quantity PMV's Req Per Month (Planned and Running Targets)JAN FEB MAR APRIL MAY JUNE JULY AUG SEPT OCT NOV DEC

Planned Target 23 41 38 22 125 32 18 37 35 23 128 8Running Target 23 41 38 22 125 71 20 37 42 23 129 9

Achieved 23 41 38 22 86 69 20 30 42 22 128 7Shortfall 0 0 0 0 39 2 0 7 0 1 1 2

Achieved % 100.0% 100.0% 100.0% 100.0% 68.8% 215.6% 111.1% 81.1% 120.0% 95.7% 100.0% 87.5%Running Target 64 102 124 249 320 340 377 419 442 571 580

Running Ach 64 102 124 210 279 299 329 371 393 521 528Running Rate % 100.0% 100.0% 100.0% 100.0% 84.3% 87.2% 87.9% 87.3% 88.5% 88.9% 91.2% 91.0%

Annual Total 530Achieved 528

% 99.6%

Quantity PMV's Req Per Average Working Day (Planned & Running Targets)KMJJAN FEB MAR APRIL MAY JUNE JULY AUG SEPT OCT NOV DEC

Ave Work Days 20 20 20 20 20 20 20 20 20 20 20 20Planned Per Day 1 2 2 1 6 2 1 2 2 1 6 0Running Per Day 1 2 2 1 6 4 1 2 2 1 6 0

Planned Annual AveragePer Day 2.2

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Engineers Not Responding There will be every effort made to

assist engineers not reaching the required standard .

There will Be no engineers allowed to hide within the branch .

Its not fair on any one in the team and it will not be tolerated.

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Customer Ownership

Take Ownership of the customer in relation to all aspects of service provision.

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Customer First We will treat all our customers fairly and

ethically,the way we would wish to be treated

We will judge our performance by our customers satisfaction with the quality of service they receive,and the revenue generated

Dealing with customer complaints in a effective and timely manner

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Summary Lets All Work Towards Making Chubb Security Sheffield Simply The Best

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Thank You For Listening