Industry: Chemicals

Function: Customer Service

Value-Added Results	Performance Standards
Work process improvements	• No more than 3.33 - 6.5 accidents/million miles. • No recordable injuries/year. • Quality meetings held each month where progress on the last month’s projects is reviewed.
Delivered gas	• No more than $1.71—$1.80 Cost/mile. • No more than $.065— $.07 cost/cubic foot. • No more than 585—600 million cubic feet/month. • No more than 7—10 customer "near-misses"/month.
Satisfied customers	• No more than 2-3 "run-outs"/year caused by the Company. • No customers lost due to service problems.
Motivated and productive employees • Negotiated performance standards • Interim reviews • Final reviews • Rewarded employees	• 100% of employees with written performance standards. • 100% of employees who know how they’re doing compared to the standards. • Supervisor judges the quality of the recognition system in place.
Maintained equipment and adequate supplies	• No more than 16%— 20% days with equipment unused or in maintenance. • No more than 18—19 million cubic feet/month average trailer through-put.
Hired and trained work force	• No more than 14—14.5 million cubic feet/person/month • All department heads have substitutes cross-trained by predetermined date. • A Distribution Coordinator is cross-trained in Computerized Vehicle Scheduling System by predetermined date.
Completed special projects	• To be agreed to.