We like walking the talk. We have a register. We have a ‘rolling’ review that checks the data. We table the data and the results in management review. And we tweak the whole process at each milestone.
Overall, we have 9 objectives. Two each for quality, environment and safety. We have 3 dealing with strategic objectives. So, the 2 quality objectives deal with continuous improvement and customer satisfaction. Go figure right!
Split off from them are 3 (in total) programs that have dedicated resources, targets and ample records to show what we have achieved.
One of them includes a 100% rate of surveying all clients at the end of each contract. This creates ample feedback to determine satisfaction, elicit testimonials and also creates an atmosphere to review the requirements for any new agreement to be drafted for the next year. Sure, our volumes are low, but the resources we commit ensures nearly 96% return rate. Invaluable.