KSS Information Memorandum 2021

Operations Commentary and Performance

All management efforts, systems, initiatives and innovations are driven to bring value to the assets. This section explains some of Kennards operating characteristics and activities, and provides insight into operating performance. Key Performance Indicators Kennards has developed a unique set of KPI’s that apply to operations of the storage centre. Each KPI has performance benchmarks describing the expectations of the company. Every team member in the centres knows their KPI’s and how they are performing. In addition, their incentive remuneration is attached to them. The KPI’s are :  Occupancy of area rented.  Revenue against previous year or forecast. The support office provides administrative support and high level HR supervision; National Brand and Marketing execution; coordinated information systems for consolidated reporting and analysis; Accounts Payable and group purchasing. A call centre operates to capture overflow calls from the storage centres. The storage centres are overseen by an Operations Managers who supervise the quality, marketing, service and performance of the centre. An Operations Manager will oversee between 8 and 18 storage centres. The business adopts a decentralised approach to the day-to-day operations of the business. Each storage centre has a permanent team with a Manager responsible for the entire operation and success of their performance. The Manager and his/her team are accountable for the quality of the centre including repairs and maintenance; daily bank reconciliations and local market developments; customer service; sales; accounts receivable and any other property related matters.

 Asking price improvement.  Actual Price improvement  Delinquents customer ratio and amount owing ratio.  Merchandise sales benchmarks.  Ancillary income earned.  Insurance sale ratios.

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