Freese and Nichols (F&N), a US provider of engineering and construction services and winner of the 2010 Malcolm Baldrige National Quality Award (Small Business Sector), had intentionally set labour utilisation goals (the percent of time that staff performed billable work) below industry benchmarks to allow time for staff development, continuous improvement activities and investment in…

BPIR Categories

9.2.4 Communicate objectives/goals & metrics
15.4.7 Employee efficiency/productivity performance
14.1.3 Set performance targets.

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