Performance measuring and management
Performance to measurable and defined service levels is a critical part of the service we provide to our customers. Each process and department measure success by comparison with targets defined by agreed levels of performance. Monthly KPI are reviewed and discussed for conformance and customer satisfaction.
Departmental KPI include:-
- Pre-Press proofing on time
- Plates available for printing to schedule
- Printing time and date to schedule
- Print Finishing on time
- Production errors
- Customer complaints
- Pick and Wrap right first time
- Delivery on time
- Stock Turn
- Management of redundant and slow moving stock
- Customer cost savings
Customer satisfaction is critical to the success of our business and is measured pro-actively through customer feedback survey forms. We don’t wait until we receive a complaint to recognise any failures, we ask our customers to measure our performance and feed back their assessment of our ability to meet and surpass expectations.
We recognise that our operations have the potential to affect the environment. Harlow Printing meets all legal and regulatory requirements. Indeed, we regard it as critically important that we continuously improve all aspects of our environmental performance. Therefore we ensure that while satisfying the demanding requirements of our clients, our goods, services and internal housekeeping comply with environmental legislation and best practice.
In partnership with County Durham Environmental Trust (CDENT) and Groundwork South Tyneside and Newcastle we have designed and developed a wildlife garden at our new warehouse and distribution centre. The garden is a biodiversity project providing a natural habitat for endangered flora and fauna. Local schools have been involved in the planting of many hundreds of shrubs and trees over the last several months. The garden is now available as a curriculum resource for local schools providing opportunities for the practical application and appreciation of habitat, environment and indigenous species. We have been the recipient of many awards for environmental good practice including:
Evening Chronicle Environmental business of the year award
STEP awards for environmental good practice
South Tyneside Borough Council Gold award for environmental good practice