Performance Management A presentation by Andrew Lezala About Metro - PowerPoint PPT Presentation

Performance Management A presentation by Andrew Lezala

About Metro Metro network - 15 lines - 195 six-carriage trains - 212 railway stations - 372 kms route length - 830 kms of track - 2,200 weekday services - 4,300 employees - 815,000 daily journeys

Performance Our contract is performance based • 88% on time to 4’ 59” • 98% of all services delivered • Bonus/Penalty regime • Contract termination Performance management is critical

Million trips / annum 100 125 150 175 200 225 250 Patronage growth vs on time reliability Longer-term performance S e p -0 3 Ma r -0 4 S e p -0 4 Ma r -0 5 S e p -0 5 Ma r -0 6 S e p -0 6 Ma r -0 7 S e p -0 7 Ma r -0 8 S e p -0 8 Ma r -0 9 S e p -0 9 Ma r -1 0 S e p -1 0 Ma r -1 1 S e p -1 1 J an -1 2 75 80 85 90 95 100 Services delivered to 04:59 mins

Late Trains by Responsibility Classification

Performance Improvement Plan • Assets that don’t fail • Reliability improvement plans all assets • Move to RCM • Investments - Siemens sanders - Infrastructure • Timetables that work • De-clutter • Metronise • Every minute counts philosophy • On-time departures • Dwell time management • Ill passenger protocol • Management prerogative • Performance reviews

Expected On-time Performance to Oct 2010 Expected Current Variability ± 3% Variability ± 5% 95.0% 92.00% 91.80% 91.80% 92.5% 90.90% 89.90% 90.0% 88.80% 87.75% 87.5% 85.0% 85.80% 85.80% 84.00% 82.5% 82.90% 81.00% 80.0% 79.90% 77.5% 77.75% 75.0% 72.5% 70.0% Mar May Jun Jul Aug Sep Oct Organisational Improvements Speed Restrictions Wait Passenger Loading Rolling Stock Passenger Behaviour Infrastructure Lower Range Upper Range

Million trips / annum 100 125 150 175 200 225 250 Patronage growth vs on time reliability Longer-term performance S e p -0 3 Ma r -0 4 S e p -0 4 Ma r -0 5 S e p -0 5 Ma r -0 6 S e p -0 6 Ma r -0 7 S e p -0 7 Ma r -0 8 S e p -0 8 Ma r -0 9 S e p -0 9 Ma r -1 0 S e p -1 0 Ma r -1 1 S e p -1 1 J an -1 2 75 80 85 90 95 100 Services delivered to 04:59 mins

Balanced Scorecard Cascade

Balanced Scorecard

Visualisation management Deployment, Information Flows Both � Snr Management control Centre Visualisation, Escalation, Policy � Weekly review of SQCDP � Full team attendance � Immediate reaction / support for issues � Central control centre Ways � Daily review of SQCDP � Full group attendance � Team Boards � Daily review of SQCDP � Full team attendance � Full team involvement � Capture issues & escalate

Visualisation management

Visualisation management

Visualisation management

Requirements for Success The reaction of the organisation to the visual information is critical . Without recognition and response, PERFORMANCE will not be achieved. Behaviour: � Do not accept non-conformance � Challenge the condition, create positive tension � Go, Look, See - confirm the processes yourself � Lead by example � Without the correct leadership behaviour it’s just another TOOL

The Roll Out to Date In Place

The Roll Out to Date In Place Level 1 Level 1 COO Rolling Rolling Operations Operations ITC Infrastructure Infrastructure Projects Projects HR HR Commercial Level 2 Stock Stock AO AO Level 3 Metrol Metrol Drivers Drivers Stations Stations Maint Maint R-bility R-bility HR HR RGP RGP Ops Ops Finance Finance H&S H&S P&C P&C TBC TBC TBC TBC TBC TBC Security Security Level 4 X5 X5 X10 X1 X2 X2 X5 Sig Sig EN EN Track Track OCS OCS S&F S&F Comm Comm Planning Planning Level 5 X11 TBC TBC TBC

Lean Six Sigma LEAN SIX SIGMA STABILITY & STABILITY & SPEED SPEED ACCURACY ACCURACY

Benefits Safety Quality Knowledge Transfer Cost Delivery

Benefits Responsibility & Accountability Safety Motivation Quality Recognition Knowledge People Transfer Self Confidence Cost Team Work Delivery Development Hidden Benefits

What Can You Expect? Infrastructure - Track - Level 4 (Oct 2010) (Jun 2011) Original Status Current Status Variant � Absenteeism 5.1 % 3.5% -31% � Overtime 1200 hrs av 900 hrs av -25% � SIM’s Open 50 av 3 av -94% � Graffiti reported 10 per week 50 per week +400% � Training Not measured 100% -------

Customer Satisfaction Monitor Survey October - December 2011 Metro Train's Customer Satisfaction: Needs to be above 62.2 to earn CEPR bonus Need to hit and maintain 70% by 1 December 2014 (FA Sch 30) 70 CEPR Upper 69 67.7 68 66.0 67 65.7 CEPR Lower 66 64.6 65 63.5 63.3 63.3 63.2 64 62.9 Train 63 Satisfaction 62 60.9 60.2 61 On-Time 60 Running 59 Satisfaction 58 57 56 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 2009 2009 2009 2010 2010 2010 2010 2011 2011 2011 2011