Why performance matters to Muir and the woman with a bird's eye view
RAISING the bar and reaching new heights is something Muir is always striving to do, but deciphering performance levels across all the Association’s services is no easy task.
Ensuring we can pinpoint the areas we need to target most means collating lots of data, conducting analysis and identifying new ways of working.
Tricia Thomas is Muir Group Housing Association’s Performance Manager and works diligently to gather and present her findings so we can see what needs doing and where.
An avid problem solver, Tricia gets a bird’s eye view of all things Muir, so we asked her exactly what it is about performance that makes it matter.
“I act as a catalyst for Muir to investigate our data and identify the root causes of our performance,” Tricia said.
“I compile the Association’s annual benchmarking results and work with different service areas to analyse the information and set targets for the forthcoming year.
“By measuring performance we want to achieve improved outcomes and attain Muir’s corporate objectives.
“This ensures that Muir improves as a housing association and delivers a better service for residents.”
Muir Group Housing Association prioritises the level of service it delivers to customers and takes pride in the way it works.
Music-loving Tricia, who enjoys spending time with her family, helps promote Muir’s ethos across the organisation to drive efficiencies without cutting corners; delivering greater customer satisfaction with regards to the services we deliver.
“In this role you need to have an over-arching vision,” said Tricia.
“I try to align each area of the business to help deliver Muir’s goals.
“I can provide coaching, workshops or one-to-one sessions to help teams reach their targets and roll out Muir’s Performance Management Framework.”
Tricia also works with Muir’s executive directors to plan the provision of evidence for auditors and says she enjoys being part of an organisation which plays a big part in changing people’s lives.
“I really value being a part of that,” she said. “In my role I can see when we achieve targets and I like to make a positive difference, both internally and to our customers.
“I enjoy problem solving and seeing things through to the end.
“At Muir there is a good work ethos and a real desire to have a positive impact on the lives of our residents.”
To learn more about how people are working in some of the other departments at Muir, visit the links below.