MEASUREMENT AND MANAGEMENT
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Lamer is a clear believer in the motto, 'you can't manage if you don't measure', and thus KPIs hold no fear for him. In fact, he loves them.
"I remember when I first came into transport, I was going to see a customer and then being told we'd lost the business because our service was rubbish — and I was completely surprised by that," he confides, Lamer continues: "That cannot happen at Suckhng Transport. It cannot happen because i tell the customer just haw good Suckling Transport's service is."
The more prescriptive the client's desires, the better: They tell me what they want precisely — and I love that because I can set the team up and incentivise it to deliver those targets.
"We're forever measuring the business: we've got 14 KPIs on the Shell contract, for example,' he says. "We've put up a large screen, featuring live updates telling people how we're doing."