1. How to Guide: Performance Feedbacks Learn how to complete, upload and publish Performance Feedback forms

2. Agenda 1 What is Performance Feedback? 2 How does it work? 3 What do I need to do? 4 Steps to completion 5 Now what? 6 FAQ and Extra Help

3. What is Performance Feedback?  Performance Feedback (PF) is a method of assessing performance of both suppliers and purchasers  Supplier performance  Purchaser performance  Provides purchasers with an objective record of a suppliers performance on work  Can be used externally as a marketing tool, internally as a business improvement tool and to develop business relationships and future opportunities  Meets the requirements of ISO 9001 – customer feedback  Purchasers can use it as a filtering tool to differentiate and select suppliers for tendering or contract award  Presented in your database record as a profile

4. “ ” Give FPAL Performance feedback at appropriate stages during the contract to improve mutual performance, minimise waste, learn from mistakes and best practice, and report on the extent of Code compliance achieved by both parties UKCS Supply Chain Code of Practice Background

5. Example of a Performance Feedback profile Red bars shows the range of scores over the period Yellow bars shows the average score achieved This column displays the average score achieved This column displays the number of non-agreed feedback scores This column displays the number of performance feedback completed

6. Example of a Benchmark profile Red bars shows the range of scores for the benchmarked suppliers Yellow bars shows the average score for the benchmarked suppliers Green bars shows the average score achieved by the selected supplier This column displays the number of non-agreed feedback scores This column displays the number of performance feedback completed by the benchmarked suppliers This column displays the number of suppliers in the benchmark

7.  Agree with customer when to complete - during ongoing operations or at end of work  Both parties agree a level of performance against your product codes and complete the forms  For paper, the signed and agreed (or agreement to disagree) reports are returned to Achilles FPAL for input  On-line submissions, once agreed by both parties, are automatically available on the database  Report details are only seen by the purchaser and supplier involved  PF data is aggregated and displayed as a PF profile on the database for 5 years  There is no pass, fail or overall company score How does it work?

8. What do I need to do?  Review work done recently for your customers and identify feedback opportunities  Your customer need not be Achilles FPAL registered (paper option only)  Ensure your customers are aware that you wish to initiate feedback and agree the timing or milestone(s) at which you would like to do the Performance Feedback  Prepare for the feedback session – maybe by face to face meeting, phone/fax, online - you decide the best way for you  Complete the feedback together by agreeing on the level of performance achieved (fully and accurately) and submit to Achilles FPAL  If you need more information on Achilles FPAL, consider attending a supplier awareness sessionsupplier awareness

9. Performance Feedback - Preparation When should I do Performance Feedback?  Set internal guidelines and targets. Is there a company policy statement?  What is appropriate for this contract? Consider value or ‘risk’ of contract  Relate Performance Feedback to contract milestones / quarterly reviews Who should do Performance Feedback?  The role of the Co-ordinator  Co-ordinating!  Monitoring and ‘closing out’ feedback  Practical help  The ‘Appropriate Person’ –  Person with the direct client facing role.  All parties involved in a job should be consulted  Must be familiar with the feedback process What’s next?  Arrange review meeting with customer  Review blank forms and guidance notes  Be prepared to justify disagreements with high or low scores

10. Steps involved to completion Once the preparation has been done:  Step 1: Access the form(s)  Step 2: Assign codes  Step 3: Complete work details  Step 4: Add the scores  Step 5: Gain agreement  Step 6: Report on your customer / “Purchaser”  Step 7: Get it on the database

11. Step 1 Once the preparation has been done:  Obtain blank paper copies of form(s)  Ensure its the latest version [03/02 (7)]  Photocopies can be used or  Download appropriate form(s) from www.fpal.comwww.fpal.com or  Log into the Achilles FPAL database and create Performance Feedback (or access an existing, part completed electronic form) in the create feedback section of your record Access the form(s)

12. Step 2 Assign Codes  Add appropriate product/service code (up to max 3).  Make sure you are registered for the codes (check your records if not sure); if not, you may need to do a registration update.  Describe the work.

13. Step 3 Complete work details  Add details of the time period that the feedback covers or provide the delivery date.  Order/contract details are optional but a contract/order value band must be entered.  Add details of the time period that the feedback covers or provide the delivery date.  Order/contract details are optional but a contract/order value band must be entered.

14. Step 4 Add the scores  Jointly agree the scores – preferably in a face to face meeting but can be by phone/e- mail  Scoring should be done by those best positioned to make judgements - do not assess an element outside your own detailed knowledge, ask for input from others  Not all elements may be applicable  See next slide for help with scoring

15. Step 4 Scoring guideline

16. Step 5 Gain agreement  Contact details of both parties agreeing scores must be provided, including signatures for paper forms

17. Step 6 Suppliers to complete a performance feedback on client at the same time as supplier performance report Details of the buyer/customer along with details of the work provided Scores the buyer’s performance – suppliers are encouraged to openly discuss the feedback. Not all elements may be applicable Three SCCOP questions relating to tiered compliance Tick box which broadly describes the area of work Agreement is not required by buyer. Supplier can select a confidentiality box which will prevent buyer from seeing the source of the report. Contact details (including signature for paper copies) Buyer Performance

18. Step 7  Check all details are complete  Consider keeping copies for your records  Having agreed with Purchaser who will send in (avoid duplication), paper copies are posted/faxed to Achilles FPAL for upload  Monitor database to check report is entered into your record  If necessary contact Achilles FPAL Get it on the database

19. What’s different about on-line feedback? Once it has been entered on the database there is no significant difference; It is just a slightly different way of getting the data input:  Selected codes are validated before submission  System warns you about any missing data  Allows comments to be added  Automatically entered on the database once all actions are complete  Both parties need database access to view and create reports  No routine Achilles FPAL intervention required

20. Now what?  Once you’ve gone through the process, we suggest you adopt an overall strategy for completing feedback by:  Assigning responsibilities for gathering feedback and ensure your staff understand the process - if not, consider them attending an Achilles FPAL awareness sessionawareness session  Ensuring that you have a monitoring process in place to manage your own performance profile - review process at team meetings  Developing an improvement plan based on your feedback and profile - ensure your profile is marketed effectively  Using the benchmarking facility to benchmark your performance against competitors  Remember Purchasers may initiate feedback on you.

21. Frequently asked questions Q: A purchaser has initiated an electronic feedback. How do I agree the scores? A: Outstanding reports can be viewed in your record under “create performance feedback”. You need performance feedback rights to view this (for help contact your Achilles FPAL User Administrator). Q: Can I conduct feedback with customers who are not Achilles FPAL registered purchasers? A: Yes, this is called non-subscriber feedback [paper only]. Q: Can I prepare my own form and combine it with additional information that I want to collect? A: Yes, provided all the information on the Achilles FPAL form is replicated [word versions available on www.fpal.com ].www.fpal.com

22. Where can I find help?  Your own User Administrator  www.fpal.com Achilles FPAL Document Library www.fpal.com  Achilles FPAL help available on +44 (0) 1224 337533

23. Achilles.com/linkedin Twitter.com/Achillesltd Thank you Assessment Services pf@fpal.com +44(0)1224 337500