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Process Driven Continuous Improvement for Corporate Image Ltd (Great Yarmouth Norfolk)
Summary
The Directors and management team of Corporate Image took a strategic decision following a review of the business to actively pursue a wider brief of the company to become The Primary Solution Provider for our clients, synonymous with image projection and development.
This re-focussing demanded a clear vision for this business, understanding and accepting of responsibility across and through the organisation, allied to a framework of key processes that would reliably and repeatably deliver the agreed needs of the customer.
To this end Performance Plus Partnership were engaged to facilitate the change process and to map and then build an effective ISO 9001:2000 business framework throughout the Corporate Image Structure. Support for these major changes and training demands was obtained from the European Social Fund supported ASPEN and LAST programmes, enabling the programme to move forward at a faster rate.
Key Elements.
- All key processes mapped, standardised and responsibilities communicated to all staff.
- Reinforcement of the customer facing staff through recruitment and development of other employees.
- The development of new and expanded marketing and promotional materials in both a web and paper based formats.
- The development and agreement of descriptions for each key job role in all disciplines of the business.
Outcomes / Quotes.
- Major show stands delivered to a high level of customer satisfaction for the 2003/4 Boat Show (A.R. Peachment) and Offshore Europe (Gardline Group).
- A significant rise in both turnover and profitability of the business.
- ‘With these changes in place I have increased confidence in the business and our customers are also experiencing the improved focus and attention to their specific needs’. Steve Tubby Operations Director.
- ‘There is an improved understanding of roles and responsibilities, leading to improved cooperation and coordination and hence better customer service. The company is now well prepared for ISO 9001 registration’. Laurence Brooks Managing partner Performance Plus Partnership.
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