If you Measure it, you can Manage it

Page 1 | 2 of 2

Recent business performance reflects Kennard's passion and enthusiasm. "We are now perceived as the 'innovators' in the market and are pleased to have our competitors watching our every move".

Customer service is exceptional; the provision of quality essential, and award nights every year reward and reinforce this excellence. Kennard reasons "We want to provide quality service. We won't sell down. I'd rather have 300 customers with a positive experience than 400 with a mediocre one".

Kennards OCI profile, 2000
Research & Development by Robert A Cooke, Ph D
and J Clayton Lafferty, Ph D. © Human Synergistics International

"Since 2001 our business has grown from 25 to 28 storage centres, with three more to come. The scale of centres has increased, with two locations now equivalent to three standard size centres each".

"Importantly, the supervision ratio has improved to a point where our Operations Managers maintain 14 - 15 sites each, when the industry average is 8 - 10".

Kennards OCI profile, 2001
Research & Development by Robert A Cooke, Ph D
and J Clayton Lafferty, Ph D. © Human Synergistics International

Kennards OCI profile, 2002
Research & Development by Robert A Cooke, Ph D
and J Clayton Lafferty, Ph D. © Human Synergistics International

The most recent OCI measure in May 2003 depicts a reduced Constructive and increased Defensive culture. To his credit, Kennard sees these results as an opportunity not a failure.

"The strong initial shift in culture meant we sat back and relaxed a bit. This shows we can't rest on our laurels and now have our eye back on the ball".

Kennards OCI profile, 2003
Research & Development by Robert A Cooke, Ph D
and J Clayton Lafferty, Ph D. © Human Synergistics International

The next step is getting strong communication back on the agenda. Kennard wants all staff to truly believe that they don't just rent space, they improve people's lives by "renting space during life's big changes".