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Annual Report PDF - Black Sun Plc

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Directors’ <strong>Report</strong>: Business ReviewKey Performance Indicators (KPIs) continuedCustomer FocusThe Group’s priority is to understand its customers’ needs and expectations, and deliveron its commitments throughout the life of its products and services.Link to 2010Executive Committeetop ten objectives p123. Focus on our commitments to our customers throughschedule performanceLink to executive directors’2010 annual incentive p107Other objectivesLink to principal risksp58Defence spending, government customers, global market, contractaward timingSCHEDULE ADHEREnCECUSTOMER SATISFACTIOnPerformanceThe Group targets an aggregated improvementin schedule adherence metrics relating tomilestones across its major contracts.Schedule adherence metrics can only be fullyinterpreted and understood on a contract-bycontractbasis and, therefore, aggregated datais not presented.The Group targets an aggregated year-on-yearimprovement in customer satisfaction acrossits major contracts.Customer satisfaction metrics can only be fullyinterpreted and understood on a contract-bycontractbasis and, therefore, aggregated datais not presented.Definition3 Target achieved➤ Part of the executive directors’2010 annual incentiveSchedule adherence measures the timing ofachievement of key milestones. It shows howwell the Group is performing against key contractcommitments to its customers.3 Target achieved➤ Part of the executive directors’2010 annual incentiveCustomer satisfaction surveys are used to collectcustomer opinions on key customer-fundedprojects. This provides an opportunity forcustomers to share information on perceivedperformance levels, and identify areas ofstrength and weakness.CommentThe data for the schedule adherence metricincluded 91 (2009 88) contracts reported inContract Reviews prepared under LifecycleManagement (LCM). Performance was strong,achieving the year’s target.The data for the customer satisfaction metricincluded 90 (2009 85) contracts reported inContract Reviews prepared under LCM. Theyear’s target was achieved. Plans to improveperformance on those contracts reporting adeterioration in customer satisfaction arebeing implemented.p32For more information on LCM, which provides a structured approach to managing contractualcommitments and investments throughout project and product lifecycles18 www.baesystems.com

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