Performance management process for CCTV Installation Firms: jobs done well, not just jobs done
Counting cameras fitted is simple. Counting the ones that still work well six months later is the real test, and it is the one customers apply.
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Share your requirementsWhy performance management process matters in CCTV installation firms
Installers are judged by the number of jobs they finish, since the sales team asks for more. Speed wins praise, while loose cabling, wrong angles and untidy walls are noticed by customers and not by the office. Callbacks are blamed on the equipment. Good installers who work carefully feel penalised, and the careless ones are rewarded.
A fairer process measures a few things: jobs done on time, callbacks within a set period, customer feedback and tidiness. Each installer or team sees their own numbers each month and agrees one improvement. Incentives, if any, rest on quality as well as quantity. Teams should see how each measure is worked out, so the numbers are trusted and not argued. Review the measures twice a year with installers, since a fair system changes as the work does.
Installers also act as the company's face. They talk to the customer about camera positions and explain how to view footage. A technically correct job done with poor explanation produces calls to the office. A review that includes how the installer handled the customer, and whether the handover was complete, brings out the whole job.
How to set it up
1. Choose four measures
Jobs completed, callbacks, customer feedback and job sheet completeness. Define each in a line.
2. Record by team
Each job sheet carries the team name, so callbacks and feedback can be traced.
3. Hold a monthly conversation
Use one page, discuss one thing that went well and one to improve. Keep it short and respectful.
4. Design incentives with quality in mind
Pay part of any job-based incentive only when callbacks stay low and feedback is good.
5. Check the customer handover
Include in the review whether the installer demonstrated viewing, gave the login details safely and left a contact for support.
6. Review the system twice a year
Ask installers if the measures feel fair, and adjust. The performance management and incentive design work offers a method.
Check these first
Before changing anything, find out what is true today. Use your own records for a defined period and note gaps in the evidence. The review may take longer if records are incomplete or spread across teams.
- Count callbacks by team for the last quarter.
- Ask installers what they believe is being measured.
- Check how many job sheets are incomplete.
- Look at whether the highest earner by job count has the most callbacks.
- Ask customers from the last month whether they were shown how to view footage.
GullyHR can do this with you. Read how we approach performance management process in general, or share your requirements and we will tell you where to start.
Questions owners ask
Record the cause of every callback in a simple code, such as installation, equipment or customer change. Review the codes monthly, and discuss patterns with the team.
Yes, but keep it simple, such as a short call or message. Use it for learning, and avoid penalising a team for one unreasonable customer.
A short monthly check on the numbers and a fuller talk twice a year. Frequent, small conversations work better than one annual meeting.
Look at fixes completed first time, time to attend and customer comments. Do not penalise a service technician for faults that came from the original installation.
Use measures that fit the role, such as schedule kept, site coordination and customer satisfaction, along with callbacks on their projects.
We set up the interview and hiring process for CCTV installation firms
Every business interviews, but few have a written process that works the same way for every role and every interviewer. GullyHR designs yours, from the role brief to the offer, trains your managers to run it, and can run it for you on the roles you hand us.