Quality Performance Rating System Promotes Great Client Experience

“Certainty of Outcome for Complex Problems Worldwide” is Haskell’s pledge to its Architecture/Engineering/Construction clients, and its groundbreaking new Quality Performance Rating (QPR) system turns certainty of outcome into a tangible measurement.

By quantitatively measuring project delivery and providing highly interactive business intelligence in near-real time, QPR measures key performance indicators that ensure the best possible results.

“The central purpose of QPR is to improve client experiences, but another important purpose is to generate more conversations about quality internally,” said Lance Simons, Haskell’s Vice President of Safety & Quality. “QPR will prompt more conversations concerning quality because QPR will illustrate projects delivering on expectations and/or areas of needed improvement.”

Stakeholders throughout the company contributed to the creation of the QPR system, including team members in Quality, Design Consulting Services (DCS) and the executive leadership team. QPR’s Business Intelligence programming was created by Sean Browning, Haskell’s Manager of Business Analytics, and Linh Luong, a Project Delivery Specialist.

QPR is calculated with data aggregated from three measurements: The Quality Implementation Plan (QIP), the Client Experience, and Leadership Rating.

QIP counts for 25% of the QPR score and measures how well team members meet commitments to activities and processes that will deliver the best solutions for clients. At the beginning of each project, the project team establishes goals and objectives that will lead to the highest-quality outcomes, and the QIP score illustrates how well the team achieves those objectives. Susan Payne, Quality Systems Specialist, and Steve Millard, Quality Assurance Manager, administer the QIP data and allocate scores.

The Client Experience portion of QPR is weighted at 50% since client satisfaction is of the utmost importance. Clients are surveyed at least twice during the project, with questions concerning their experience working with Haskell. The survey data is scored using the Net Promoter Score (NPS) process, which indicates how likely a customer is to promote Haskell’s services.

The Leadership Rating portion accounts for the final 25% and is an internal assessment of overall project execution as rated by Business Unit/Division leaders. Haskell leadership is charged with issuing candid ratings illustrating the performance through the period measured. Although a client might be satisfied, a lower rating is an indication of elevated project leadership involvement to ensure the satisfaction of the customer. Thus, projects with higher leadership ratings indicate the project team is effective and meeting expectations.

“The leadership rating brings the project evaluation full circle,” Simons said. “Leadership ratings can often explain gaps between QIP and client satisfaction. If a project has a high QIP score but a low Client Experience score, Group Senior Leadership is charged to dive deeper into the details and identify means to correct the delivery.”

Simons said QPR essentially uses negative information to deliver positive results.

“Haskell cannot grow if everyone sits around patting each other on the back,” Simons said. “QPR forces team members to have the tough conversations that will drive continual improvement. Projects and teams with lower QPR are challenged to improve and change outcomes well prior to completion.”

QPR is holistic and a reflection of the project team’s commitment to Haskell Quality expectations. QPR data is accessible to the organization via the Haskell BI Dashboard. QPR scoring contains color coding to allow leadership at all levels to quickly know where to insert themselves and provide needed support/visibility to assure the greatest possible certainty of outcome.

“The QPR aligns perfectly with Haskell 2025 Operational Excellence goals and challenges us all to reach higher in the delivery of all Haskell projects and services,” Simons said.

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