§ Sir Paul Beresford
To support the objectives set out in the agency's corporate plan 1995–1997, and business plan 1995, we have set financial, productivity, customer satisfaction, environmental, and internal quality targets.
The financial targets are:
- —to increase sales by 10 per cent. or to £157 million whichever is the higher,
- —to achieve an overall surplus after interest of 1.5 per cent. on total sale.
The productivity targets are:
- —to increase sales/staff ratio from £1.27 million per employee projected for 1994 to £1.42 million in 1995,
- —to reduce the cost of £ of sales from 2.9p projected in 1994 to 2.6p in 1995.
The customer satisfaction targets are:
- —to ensure 90 per cent. of direct orders are delivered by the due date,
- — to resolve 90 per cent. of complaints within one month, the balance within three months.
The environmental target is:
- —to ensure that all new or revised catalogue entries contain information relating to the environmental impact of the product and, where appropriate, its production and disposal.
These targets require the agency to build on improvements in sales, efficiency, and customer service, made in 1994.
In addition, the agency is proposing new pay and grading arrangements and management delayering, and other measures in line with the White Paper "The Civil Service—Continuity and Change".