HC Deb 05 June 1996 vol 278 c451W
Mr. Booth

To ask the Chancellor of the Duchy of Lancaster what targets he has set for the Buying Agency. [31592]

Mr. Freeman

Following the transfer of the agency from the Department of the Environment on 1 January, I have set targets for 1996 as follows:

  • Financial
    1. 1. To generate a return on capital employed of 8 per cent.—this was applied to the last six months of 1995 and was achieved.
    2. 2. To achieve a growth in sales of the core business of 20 per cent.—the outturn for 1995 was £137 million.
  • Productivity
    1. 3. To reduce the basic cost per £ of core business sales to 2.6p—the outturn for 1995 was 2.8p, additional development costs in 1996 will not be included in this target.
    2. 4. To retain all existing utilities business and achieve a 4 per cent. increase in the number of customers—this is a new target.
  • Customer satisfaction
    1. 5. To deliver 93 per cent. of all direct orders by the due date—the outturn for 1995 was 92 per cent.
    1. 6. To resolve 95 per cent. of all customer complaints in one month and the rest within three months—the outturn for 1995 was 94 per cent.
  • Internal quality
    1. 7. To gain accreditation as "Investors in People"—this is a new target.
  • Environmental
    1. 8. To create an environmental effects register of TBA's activities as described in the BS 7750 standard—this is a new target.

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