5 Performance improvement
Requirements
What the Transport Agency expects of you | How the Transport Agency will assess your performance | |
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5.1 | Monitoring performance | |
You regularly assess how well you and your staff meet the Transport Agency’s expectations as set out in the PRS. The frequency of self-assessments is appropriate to the size of your business and the inspection and certification work carried out by your business. This means you carry out a self-assessment at least once a year and within two months before a scheduled review. You record each self-assessment by completing a Self-assessment record which is filed in this folder. You record any problems or opportunities to improve that you identify during self-assessments in your Improvement record for follow-up. | The Transport Agency will:
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5.2 | Correct handling of complaints and vehicle recalls | |
You and your staff are open to complaints and regard them as opportunities to improve. This means you:
You keep a Complaints record, in which all verbal and written complaints are recorded. You record any problems or opportunities to improve that you identify in the investigation of complaints in your Improvement record for follow-up. | The Transport Agency will:
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5.3 | Commitment to the PRS | |
You and your staff are committed to making the PRS work in and for your business. This means you:
| The Transport Agency will:
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Scores
Score | ||||
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0 | 1 | 2 | 3 | |
5.1 | Monitoring performance | |||
You do not assess how well you and your staff meet the Transport Agency’s expectations as set out in the PRS. This means there is no evidence of your carrying out self-assessments. | You sometimes assess how well you and your staff meet the Transport Agency’s expectations as set out in the PRS. This means you carry out some self-assessments but you do not:
| You regularly assess how well you and your staff meet the Transport Agency’s expectations as set out in the PRS. This means you carry out self-assessments at least once a year (or more often as appropriate to the size of your business and the inspection and certification work carried out by your business). However, you do not always:
| You and your staff are fully committed to improving your inspection certification work. This means you:
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5.2 | Correct handling of complaints and vehicle recalls | |||
You and/or most of your staff are not open to complaints and your handling of complaints is inadequate. This means you:
| You and/or many of your staff are not open to complaints and your handling of complaints is barely adequate. This means you:
| You and most of your staff are open to complaints and your handling of complaints is adequate. This means you:
However, you do not always record in your Improvement record, and follow up on, the problems or opportunities to improve that you identify in the investigation of complaints. | You consistently comply with Transport Agency, vehicle manufacture and the legal requirements to notify Transport Agency of any safety related defects in a vehicle production run. This means you promptly:
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5.3 | Commitment to the PRS | |||
You and/or most of your staff show little or no commitment to making the PRS work in and for your business. This means you do not:
| You and most of your staff show some commitment to making the PRS work in your business but there is little evidence that you actively use it to improve your inspection and certification work. This means:
| You and most of your staff show an adequate level of commitment to making the PRS work in and for your business. This means you:
| You and your staff are fully committed to making the PRS work in and for your business. This means you:
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