Pennant
Civil Engineering
believes that communication
is the key element
in achieving effective
customer care. The
combination of a
stable workforce
with well-defined
roles, working within
the management system,
ensures an infrastructure
that can address
customer care issues
reliably and effectively
at all levels. In
addition, the workforces
of both Pennant
and of our appointed
partners are strategically
based, and therefore
able to manage customer
care issues more
immediately and
personally then
a distant administration.
Formal
customer feedback
processes have been
used by our infrastructure
teams since 1993
to provide data
for Continuous Improvement,
which as fed back
to and acted upon
by our operational
teams. The principles
of our Customer
Care plan are detailed
as follows:
- Appoint
a Co-ordinator
for all project
participants’
customer care,
satisfaction
and feedback
issues.
- Appoint
a single individual
contact in each
partnership
organisation.
- Identify
the equivalent
contacts in
operational
customers’ teams.
Use formal Customer
Feedback meetings
to co-ordinate
the construction
process.
- Hold
customer feedback
meetings with
managers, partly
to prevent issues
arising.
- Record
any issue, cause
and resolution
using the mechanisms
established
within the Management
System.
- Report
to the Board
on a monthly
basis.
- Report
to the customer
team in an agreed
manner.
- Escalate
to Director
level should
issues planned
at meetings
need added impetus.
- Analyse
the data from
customer issues.
- Improve
the management
system in the
light of experience.
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