APP_11 — Register of HSQE Objectives and KPIs¶
Document Information
| Field | Value |
|---|---|
| Document Reference | APP_11 |
| Issue Number | 3 |
| Issue Date | 1 June 2026 |
| Next Review | 1 June 2027 |
| Controlled By | Sean Ashton (HSQE Consultant) |
| Approved By | Aaron Mason, Director |
Master source — this page is canonical
The IMS portal is the master source for APP_11. The Excel below is a downloadable snapshot — 14 SMARTER objectives across Quality, Health & Safety, Environmental and Business Excellence with RAG status, owners, evaluation methods and review cadence.
Related: APP_05 Risk & Opportunity Log · APP_22 Accident Statistics
Tip: use the floating button bottom-right to toggle wide-mode (Alt+W).
Purpose¶
This register establishes SMARTER objectives and key performance indicators aligned with A M Water Services Limited's Integrated HSQE Policy commitments. Progress is monitored quarterly with formal reviews conducted bi-annually.
SMARTER Objectives and KPIs¶
Quality Management¶
| Ref | SMARTER Objective | Measurement | Target | Timeline | Owner | Evaluation Method |
|---|---|---|---|---|---|---|
| Q1 | Specific: Reduce customer complaints through right-first-time delivery Measurable: Track complaints per 1000 customers Achievable:Based on current 1.3 rate Relevant: Critical for business retention Time-bound: Monthly tracking Evaluated: Monthly ops review Reviewed: Quarterly trend analysis |
Customer complaint rate | <2 per 1000 customers | Monthly | Aaron Mason (Director) | Monthly customer feedback analysis and root cause review |
| Q2 | Specific: Achieve consistent service quality across all 21 teams Measurable: Jobs completed without rework Achievable: Current baseline being established Relevant: Reduces costs and delays Time-bound: Monthly measurement Evaluated: Team performance reviews Reviewed: Quarterly with teams |
First-time completion rate | >95% jobs right first time | Monthly | Aaron Mason (Director) | Weekly team briefings, monthly performance data |
| Q3 | Specific: Maintain ISO 9001:2015 certification Measurable: Audit non-conformances Achievable: Documentation ready Relevant: Business credibility Time-bound: Annual audit Evaluated: Internal audits quarterly Reviewed: Management review |
ISO 9001 surveillance audit | Max 2 minor NCRs | Annual | Sean Ashton (HSQE Consultant) | Quarterly internal audits, annual external audit |
Health & Safety¶
| Ref | SMARTER Objective | Measurement | Target | Timeline | Owner | Evaluation Method |
|---|---|---|---|---|---|---|
| H1 | Specific: Maintain zero harm workplace across all operations Measurable: RIDDOR and Lost Time Injuries Achievable: Currently at zero Relevant: Legal and moral duty Time-bound: Continuous monitoring Evaluated: Weekly safety meetings Reviewed: Monthly board review |
RIDDOR incidents + LTIs | Zero incidents | Daily/Monthly | Aaron Mason (Director) | Daily toolbox talks, weekly safety walks, monthly analysis |
| H2 | Specific: Complete RAMS for all work activities Measurable: % jobs with approved RAMS Achievable: System in place Relevant: Legal requirement Time-bound: Before job start Evaluated: Weekly audit Reviewed: Monthly compliance check |
RAMS completion rate | 100% jobs with RAMS | Per Job/Weekly | Jason May (Supervisor) | Pre-start checks, weekly compliance audits |
| H3 | Specific: Ensure all operatives hold current safety certifications Measurable: Training records complete Achievable: Training providers identified Relevant:Competence assurance Time-bound:Quarterly updates Evaluated: Training matrix review Reviewed: Quarterly HR meeting |
Safety training currency | 100% mandatory training current | Quarterly | Leanne Mason (Director - Admin) | Quarterly training matrix review, expiry tracking |
Environmental Performance¶
| Ref | SMARTER Objective | Measurement | Target | Timeline | Owner | Evaluation Method |
|---|---|---|---|---|---|---|
| E1 | Specific: Prevent all environmental incidents Measurable: Spills, breaches, complaints Achievable:Zero currently maintained Relevant:Environmental protection Time-bound: Continuous Evaluated:Incident reviews Reviewed:Monthly environmental meeting |
Environmental incidents | Zero spills/breaches | Daily/Monthly | Sean Ashton (HSQE Consultant) | Spill kit checks, environmental inspections |
| E2 | Specific: Maximise waste diversion from landfill Measurable: % waste recycled/recovered Achievable:82% already achieved Relevant:Sustainability commitment Time-bound: Quarterly measurement Evaluated: Waste transfer notes Reviewed: Quarterly with waste contractor |
Waste diversion rate | >80% diverted | Quarterly | Jason May (Supervisor) | Waste transfer note analysis, site segregation audits |
| E3 | Specific: Measure and report annual carbon footprint (Scope 1 + 2) and identify reduction opportunities [UPDATED 2026] Measurable: tCO₂e recorded for the calendar year; ≥3 reduction opportunities identified each annual review Achievable: Yes — data is in fuel-card statements, telematics and electricity bills already collected Relevant: ISO 14001 clause 6.1.2; Achilles UVDB B2.11.1; alignment with primary water-company customer supply-chain net-zero programmes Time-bound: 2025 baseline drafted by 30 June 2026; annual reporting at each Management Review thereafter Evaluated: Fuel-card data, telematics, electricity bills; UK GHG Conversion Factors Reviewed: Annually at Management Review |
Annual carbon footprint (Scope 1 + 2) | 2025 baseline by 30/06/2026; year-on-year reporting from 2026; reduction targets to be set once baseline + practical levers are established | Annual | Aaron Mason (Director) | Fuel-card data, telematics, electricity bills, UK GHG Conversion Factors |
Business Excellence¶
| Ref | SMARTER Objective | Measurement | Target | Timeline | Owner | Evaluation Method |
|---|---|---|---|---|---|---|
| B1 | Specific: Maintain operational readiness of all equipment Measurable: % time equipment available Achievable:Maintenance schedule in place Relevant:Operational efficiency Time-bound:Monthly tracking Evaluated: Downtime analysis Reviewed: Monthly ops meeting |
Equipment availability | >95% planned availability | Monthly | Jason May (Supervisor) | Daily equipment checks, maintenance schedule adherence |
| B2 | Specific: Operate an active continuous-improvement programme; review effectiveness quarterly [UPDATED 2026] Measurable: Improvement Register (IAF-XXXX-XXX) kept current with named owners and outcomes; quarterly review with status update Achievable: Yes — relies on existing IAF register and the established weekly Director / HSQE compliance call Relevant: ISO 9001 / 14001 / 45001 clause 10; sustains business improvement without forcing trivial counts Time-bound: Quarterly review at the standing call; full review at annual Management Review Evaluated: Improvement Register, weekly compliance call notes Reviewed: Quarterly |
Improvement programme activity (review cadence + closed-out items) | Improvement programme reviewed quarterly with documented outcomes; no minimum-count threshold | Quarterly | Sean Ashton (HSQE Consultant) | Improvement register (IAF), weekly compliance call notes |
| B3 | Specific: Ensure visible leadership engagement Measurable: Director site visits logged Achievable: Directors committed Relevant: #TEAM culture Time-bound: Monthly minimum Evaluated: Visit log Reviewed: Monthly board meeting |
Management site presence | 2 visits per director/month | Monthly | Aaron & Leanne Mason (Directors) | Site visit log, team feedback |
Performance Dashboard¶
Monthly Review Metrics (Core 5)¶
- Safety: RIDDOR/LTI count (Target: 0)
- Quality: Customer complaints (Target: <2/1000)
- Environment: Incidents (Target: 0)
- Operations: First-time completion (Target: >95%)
- Equipment: Availability (Target: >95%)
Quarterly Strategic Metrics¶
- Training compliance status
- Waste diversion percentage
- Improvements implemented
- Carbon baseline progress (from Q4 2025)
Annual Compliance¶
- ISO 9001/14001/45001 surveillance results
- Legal compliance status
- Insurance audit outcomes
Performance Rating System¶
RAG Status:
- 🟢 Green: Target achieved/exceeded
- 🟡 Amber: Within 10% of target - monitor closely
- 🔴 Red: >10% below target - immediate action required
Review & Governance¶
Weekly (Operational)¶
- Safety performance (Aaron Mason)
- RAMS compliance (Jason May)
- Equipment status (Jason May)
Monthly (Tactical)¶
- Review 5 core KPIs
- Update RAG status
- Identify corrective actions
- Director site visit log
Quarterly (Strategic)¶
- Full 12 KPI review
- SMARTER objective progress
- Resource requirements
- Improvement opportunities
Bi-Annual (Policy)¶
- Complete objectives review
- Target adjustment
- Policy alignment check
- Stakeholder feedback
Escalation Triggers¶
Immediate Director Attention Required:
- Any RIDDOR reportable incident
- Environmental breach or regulator contact
- Customer complaint trend (2+ months red)
- Equipment failure affecting multiple teams
- Any metric red for 2 consecutive periods
Implementation Notes¶
- Data Sources: Defined for each KPI to ensure consistency
- Single Accountability: Each KPI has one named owner
- SMARTER Compliance: All objectives meet SMARTER criteria
- Team Alignment: 21 operational teams feed into metrics
- #TEAM Philosophy: Embedded in leadership and improvement objectives
*This document forms part of A M Water Services Limited's Integrated Management System and should be read in conjunction with the IMS Manual (MAN_01), HSQE Policy (POL_HSQE_00), and relevant Standard Operating
Audit trail¶
| Date | Action | By | Details |
|---|---|---|---|
| Prior | See Document Control table above | — | Historical revisions recorded separately |
| 24/04/2026 | Rev 3 drafted | Sean Ashton, HSQE Consultant | 2026 annual refresh. Standardised doc-control header. Added downloadable companion file. Cross-referenced APP_05 (Risk Register), APP_09 (COSHH), APP_10 (Legal Register) where relevant. Audit trail regularised. |
| 04/05/2026 | E3 simplified | Sean Ashton, HSQE Consultant | Objective E3 reframed from "Q4 2025 baseline + 5% annual reduction + net-zero by 2040" to "measure and report annual carbon footprint (Scope 1 + 2); identify reduction opportunities; align with primary water-company customer supply-chain net-zero programmes". Reason: original target was logically incoherent in year 1 (5% reduction against an unestablished baseline) and the 2040 net-zero LTO was not realistic for a 20-person water-services SME without sector-wide vehicle alternatives. Simplified version is honest, measurable and audit-defensible. |
| 04/05/2026 | B2 simplified | Sean Ashton, HSQE Consultant | Objective B2 reframed from "≥3 implemented improvements per quarter" to "operate an active continuous-improvement programme; review effectiveness quarterly with documented outcomes; no minimum-count threshold". Reason: arbitrary count target risked counting trivial items to hit the number; the substantive activity (active register reviewed at the standing weekly Director / HSQE call) is what matters. Same KISS lens as the E3 simplification. |
How this document is approved
This document is maintained under AMWS's continuous-compliance model. Substantive revisions are reviewed and signed off by the Directors at the standing weekly Director / HSQE compliance call (Sean Ashton, Onyx + Leanne Mason). Currency, cross-references and minor edits are checked at the monthly Onyx site visit. The annual Management Review (September) provides the strategic-level confirmation. Compliance is therefore continuous, not gated on a single annual meeting.
This document forms part of A M Water Services Limited's Integrated Management System. Paper copies are uncontrolled when printed.
Local controlled copy
Word version of this controlled document (for offline / paper records):
The page above is the master source — the Word doc is a snapshot for offline use.