Striving for continuous improvement

In March 2010, we polled all of our clients and asked one simple question: “Has our service over the last 6 months been better or worse?”. The results are in and we have a clear majority.

Over the last 6 months we have made some very subtle and some very prominent changes to the way we operate our support department. The biggest change is, of course, the permanent introduction of the Service Delivery Co-ordinator role. Having trialled this framework for a number of weeks and getting very positive feedback, Chris Wood has now taken up this mantle, having been involved in similar roles since 2005.

 As we promised at the time, our service levels would be closely monitored to ensure the benefits of our changes were reaching our clients. We asked, you answered. Has our service improved over the last 6 months? 86% of respondents agreed that it had! An overwhelming majority of almost 9 out of 10 of our clients have seen not just our regular high standard of service but an actual improvement.

 But we’re still not content. Of those who wouldn’t see an improvement, many chose to offer some excellent feedback on exactly where they felt we were falling short. So, on March 30^th, a meeting was held, chaired by CEO Russell Whitlock, of all Managers and Directors and a clear plan was drawn up on how we can push further forward. Exciting times lie ahead. If you want to know more about what’s on the cards feel free to call on 0845 688 6888 or e-mail info@rwcommunications.co.uk.