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Assignment Management
Dbi’s management team takes full responsibility for the quality of Dbi assignments and for the internal administrative procedures in support of assignments. In particular, the Management Team is responsible for ensuring that the management reviews of the Quality System take place in line with the approved procedures.
Our key quality procedures for managing client assignments are as follows:
- Bidding to requirements
Requests for services are allocated a unique project reference number, maintained throughout the life of the project. The nominated Bid Support Coordinator (BSC) manages the entire bid. The BSC consults the client as appropriate to ensure full understanding of the requirement. All bids for work are subjected to independent Quality Review by a suitably experienced member of staff
- Contract Management
The BSC is responsible for all aspects of Contract Management. We operate a number of major framework agreements including those with OGC and MoD, and we are accustomed to adjusting our procedures to meet clients' requirements
- Performance Monitoring
A senior member of staff will visit the site on a regular basis at a frequency agreed with the client, depending on the scale of the assignment. During such visits they will review progress with the Interim Manager
- Quality Assurance
All deliverables are subject to quality assurance either independently through peer review, by a senior member of staff. Our Quality Management procedures do not allow the release of written reports without quality assurance
- Customer Care and Retention
Whilst we believe that the above steps enable us to completely understand and achieve the very best level of support and delivery of service to our clients, problems can and do occur. However, we believe that it is how a problem is handled that impacts on a client. In line with our Quality System, when an issue is brought to our attention, formally or otherwise, we take immediate action, bringing it to the attention of the Management team and if necessary, the Board, offering a solution which will hopefully prove to be satisfactory within seven working days. All issues are eventually reviewed by the Board as part of our continual Lessons Learned improvement programme. To date, in over 20 years’ trading, Dbi has received only 18 complaints. Dbi also has a strong track record of retaining clients, and of obtaining repeat business with previous clients, indeed about 70% of all revenues result from repeat business with previous or current clients.
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