Your Leadership Challenge

Improve efficiency and staff satisfaction in the site maintenance request system.

Your Leadership Goal

Reduce response time from 5 days to 2 and raise satisfaction from 3.1 to 4.5.

Key Behaviours to Apply

S10 Sustain Change, T7 Simplify Systems, L9 Measure What Matters.

Date started	Date completed

Key Results and Lead Measures

Key Results	Lead Measures
1. Average response time drops to 2 days.	• Daily triage of tickets.• Update visual tracker each morning.
2. 90% of requests completed within 2 days.	• Review outstanding tasks weekly with the site team.• Identify and remove common bottlenecks.
3. Satisfaction improves to 4.5.	• Conduct staff survey at 45 and 90 days.• Share improvement data in the weekly bulletin.

Progress Tracker

	30 Days	60 Days	90 Days
Key Actions	Introduced daily triage and visual tracker.	Response time reduced to 3.5 days.	Staff adapting well; continue to monitor the backlog.
Evidence of Impact	Weekly review meetings and staff survey midpoint.	80% compliance of meeting 2 days; satisfaction 4.2.	Continue tracking and communicating wins.
Reflections / Adjustments	Automated reporting; end-of-cycle survey.	Response time 2 days; satisfaction 4.6.	Clear improvement; focus next on preventative maintenance.
Next Steps after 90 days	Develop a preventative maintenance tracker and a cross-team workflow audit.