4. The monitoring regime for each service varies, but the basic criteria comprise 20 audits, each audit recorded as either a pass (zero score) or fail (1 point). At the end of the performance month a monthly percentage is calculated by summing the individual audit scores, dividing the result by the number of audits and multiplying that figure by 100 to give a monthly percentage score. If the month's percentage score is less than the performance threshold required, then no deduction is made. If it is greater than the threshold, then the following formula is used to calculate the deduction:
■ Number of service audit points available x (Percentage Score - (100 - The Threshold)) / Threshold.
5. If five of the 20 audits fail then the monthly percentage is 25 per cent (actual performance achieved 75 per cent). The threshold for reprographics is 90 per cent, therefore, that month's performance will incur a performance deduction. There are a total of 114 points available for Reprographics service audits, and the deduction is calculated as follows:
■ The total points awarded will be 114 x ((25 - 10)/90) = 19.
■ The Total deduction will be 19 points x £300 per point = £5,700.
6. Applying the same performance level to another service would result in a different deduction as the number of points available differs from service to service. For example, Text Preparation, has 15.38 points available, the calculation therefore would be 15.38 x ((25 - 10)/90) = 2.56 points. Thus the deduction would be 2.56 points x £300 per point = £769.
7. The performance-monitoring methodologies differ for each service, with some slightly more complex than others, for example, Internal Cleaning.
8. Each day 12 sample areas (Zones) are audited between 07.00 and 08.00 hours. The 12 zones selected for auditing must comprise the following area types: 5 Work spaces, 1 Meeting space, 1 Ancillary space, 3 Support spaces, 1 Common space and 1 'Other' space.
9. Each zone is audited using a checklist specific to that area type. Each item on the checklist has a weighted score (as some failures have a greater significance than others). Each accommodation category or zone also has a weighting (to reflect its relative importance).
10. The result of each audit is recorded by two figures: 'Total Points available' for that zone; and 'Total Non-Conformances' awarded. These scores are entered into a spreadsheet, where the percentage score for each of the 12 audits is multiplied by the area weighting to produce weighted non-conformance scores. A daily performance percentage is then calculated by using the following calculation:
■ (Total weighted score / maximum possible weighted score) x 100.
11. At the end of the month a monthly percentage score is calculated adding up each of the daily scores and dividing by the number of days audits that took place in that month.
12. This performance percentage is then compared against the threshold for the service. If the performance level is less than the threshold a penalty deduction is calculated using the same formula as for the other services but with 150.19 points available.
13. For example, if the Internal Cleaning Service audit achieved 80 per cent then the deduction would be:
■ 150.19 x ((20 - 10)/90) = 16.687 points.
■ The Total deduction would be 16.687 points x £300 per point = £5,006.33.