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Managing organisational change and improving performance with clarity and transparency at Cairn Housing Association

Cairn Housing Association has for over 30 years served a wide variety of communities throughout Scotland offering a range of affordable housing and related services. With over 3,500 homes under management and offices in Edinburgh, Inverness, Glasgow, Coatbridge and Thurso, they address housing needs of people in both urban and rural areas, including older people and those who need specialised support.

Cairn is a non-profit distributing organisation, controlled by a voluntary Board. They are a recognised Scottish charity and registered with the Scottish Housing Regulator as a Registered Social Landlord (RSL). 

Cairn HA chose initially to implement Clearview’s Strategy and performance suite at the beginning of 2013. They have quickly embedded the system within the strategic and operational planning process at Cairn.  Fin Smith, Head of Business improvement, who has now implemented Clearview twice at two separate Scottish Housing providers, commented on Cairn HA’s use of the Clearview Strategy and performance suite…

“We took the decision to implement Clearview to support our programme of organisational change and improvement. The suite of modules really complements our chosen approach to strategic planning, project management, risk management and performance improvement.

We have made great progress since we began our implementation process at the start of 2013 and we are now reporting to senior management and Board on progress against the strategic plan (using the strategy and project modules) and on performance against KPIs (using the performance scorecard module).

This approach has brought clarity to the processes involved and greater transparency for all involved by providing ‘a single point of truth’ that we can all agree on and work from. This enables us to be much more targeted in terms of directing our resources towards effective improvement activity.”

Cairn have since purchased the Clearview Intelligence and reporting module to bring their performance data to life and provide unique insight into their performance management data using the powerful business data analytics toolset.

However, the Clearview journey has not ended here. The system has been extended further with the personal performance module, being used to embed and cascade performance management down to the individual level, using the system for their appraisals to greatly improve the management of this process across their 240 staff.

Fin continues,

“The personal performance module pulls through the performance measures and tasks from the previous year directly into the appraisal form. We can also monitor the process at every stage to ensure we get maximum participation at all levels in our performance review process.”

Customer and community engagement the next stage of the Clearview journey…

Starting in November 2013, Cairn HA will be implementing the Clearview Customer engagement suite.  Looking to the next stage of their journey with Clearview, Rory Gaffney, Director of Business Services, comments:

“Our aim, working in partnership with the Scottish Government, local authorities and other key stakeholders, is to create strong sustainable communities by providing choice and improving access to high quality affordable homes and services."

The Clearview Customer engagement suite will enable us to consistently capture and monitor all aspects of our customer and community engagement activity, including social outcomes achieved. This information will provide valuable insight into the communities we serve and ultimately help us tailor and improve our services to them. We are also looking to increase the levels of engagement with our customers and the incentives support available within Clearview’s customer engagement suite will support our ambitions in this area.”

Mark Hobart, Managing Director, Clearview says,

“From the outset, Cairn have been a professional and forward thinking organisation. There has been strong senior management buy-in to implementing our strategy and performance suite and more recently the personal performance module and this has helped embed a strong performance improvement culture within their organisation.

However, I am delighted that Cairn have continued their faith in Clearview’s products and services with the recent purchase of our Customer engagement suite to support and monitor their customer engagement strategy. We seek to provide strong partnerships with our customers and this level of continued endorsement is testament to the strength of the relationships our respective teams have buil

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