Portakabin achieves CSE accreditation
Portakabin has been awarded Customer Service Excellence (CSE) accreditation – the Government standard which assesses and recognises organisations with outstanding performance in customer service. Portakabin is believed to be the first modular building specialist to achieve this milestone. The CSE framework is an in- depth and independent assessment of an organisation’s service delivery, professionalism, customer insight, and service satisfaction against demanding qualifying criteria. It also helps to drive continuous improvement in relation to customer-focused delivery and customer engagement. To help it deliver customer service excellence at every level, the initiatives and systems in place at Portakabin include: • A ground-breaking Customer Charter – another first in the modular construction sector – which sets out clearly defined service standards that have been developed in consultation with customers.
• Performance measures such as the number of projects delivered on time and on budget are closely monitored and set out in regular KPI reports. Over the past 10 years, Portakabin has delivered a staggering 99.7 per cent of buildings on time and on budget. This compares to construction industry
statistics of only 34 per cent of projects on programme and 58 per cent to cost (source: Constructing Excellence/Glenigan).
• Portakabin surveys around 1,800 customers every year, providing clear feedback about how it is meeting customer needs and expectations. Its average score for customer satisfaction is 92 per cent and its year-to-date score for business referrals under the Net Promoter benchmarking system is 82 per cent. A further reflection of its customer satisfaction performance is that around 55 per cent of its business is from repeat customers.
• In-depth research is carried out with customers every two years to help ensure products and services continue to meet customer requirements. An example of an initiative in progress as a result of this research is the development of new eco-building solutions.
• A customer focus group meets every two months to review customer satisfaction scores and assess their impact on future activities. Products developed following feedback from customers include a range of multi-faith toilet and
washing facilities, the introduction of damage waiver and the launch of an energy-efficient A-rated building.
• Mystery Shopper projects assess and verify that customers are treated well and receive what they need.
• Staff are encouraged to develop and maintain good working relationships with customers, which is recognised in the development of Values Champions and the work of an Employee Communications Forum. Every modular building project has a single point of contact to simplify communications and ensure effective service delivery.
Portakabin has the reassurance of other independent accreditations which include Government Procurement Service framework; Dun & Bradstreet financial rating; ISO 9001 for quality assurance, ISO 14001 for environmental performance, as well as Zurich, BBA, LABC, and CE approvals for its modular buildings.
www.portanews.co.uk, Email:
information@portakabin.co.uk Tel: 0845 401 0020.
Yorkon launches new CPD programme Off-site construction specialist,
Yorkon, a member of the Portakabin Group, has launched a new CPD training programme to help educate architects, contractors, engineers, facilities managers and other building professionals about working with modular construction. The RIBA-accredited seminar looks at how to get the best out of off-site construction and the latest innovations and technical advancements in modular technology. Yorkon has been the market leader in bespoke design and build off-site solutions for more than 30 years and so its team has a wealth of expertise to help architects and construction professionals advance their knowledge and maintain professional accreditations. The interactive Yorkon CPD workshop, which includes a presentation and a question and answer session, can be arranged at a time and venue to suit attendees. The programme looks at: • A guide to the off-site building process and programme
• An overview of the huge variety of architectural features, cladding and design options now available • An understanding of the flexibility
Building & Facilities Management – October 2013 of off-site construction
• A comparison of its advantages compared to traditional site- based construction methods
• An explanation of how off-site solutions can improve a building’s carbon footprint and health and safety during construction
• How to choose an off-site specialist. Commenting on the launch of the new training session, Simon Ambler, Director at Yorkon, said, “We believe this programme is highly beneficial to building and design professionals who want to make use of the speed, quality and efficiency benefits of off-site construction but without any compromise on design or layout.
“Architects and contractors may not be aware that following the launch of the new Yorkon building system, there are now literally thousands of configurations and permutations for the ultimate in design flexibility and to allow our off- site system to meet almost any building footprint. “An off-site solution can also help building professionals deliver bespoke buildings of the
portable & modular buildings news 25
highest quality, completed in a fraction of the time of traditional site-based methods and because such a large part of the construction and fitting out takes place in a controlled factory environment, it facilitates on-time and on-budget delivery.” All attendees to a Yorkon CPD seminar receive a certificate as proof of attendance, helping to maintain their professional accreditation. Yorkon is a member of the Portakabin Group. For further information about modular buildings and to book the new CPD programme, visit www.
yorkon.co.uk/cpd, email info@
yorkon.com or call 01904 610990
Portable & Modular Buildings
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