Product category:
Design and Build Services
News Release from: Mace
Edited by the Buildingtalk Editorial
Team on 06 October 2005
Mace signs a 3 year agreement with
Leading Edge
Mace signs a 3 year agreement with Leading Edge to use KPI-online to help them improve their customer service.
Mace Limited takes its performance seriously on their contract with Hertfordshire County Council They need to because to meet the requirements of the contract, they have to achieve A minimum of 80% customer satisfaction rating on all their projects
This article was originally published on Buildingtalk on 9 May 2005 at 8.00am (UK)
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With so many projects each year, Mace could have kept one person busy full time to just carry out a survey with each stakeholder at the end of the project.
However, they were particularly keen to make sure that they had a process in place to help them identify any issues while there is still time to put them right, before they turn into major problems.
They are also keen to develop and implement best practice.
Leading Edge has been measuring customer service levels in the construction industry since 1995.
It has carried out face to face and telephone research in this area for many companies particularly building materials manufacturers.
The company's ambition is to help the industry improve its awful image in this area.
However, in a cost conscious industry the only way to achieve this was by developing an economic version using the internet.
KPI-online was developed as a direct result of this.
This web based, key performance improvement system measures gaps in a company's performance showing when and where they fall short of levels their customers expect from them.
This not only identifies gaps where the company is not quite meeting their customers needs but also includes a process to find the client's hidden agendas to make sure they are working to these.
Mace and Leading Edge have been working together to develop a total solution.
Amanda Warren, Operations Director said "This tool will be the engine room of developing best practice".
"This was the final piece in our business improvement process designed specifically for Hertfordshire County Council".
"Now we have a complete system to drive us to continuously improve what we are doing and meet our customer's needs better".
"And it will be very cost effective".
Mace has now signed a 3 year agreement with Leading Edge to support them in this.
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