One of the fundamental concepts of the EFQM system for developing business excellence is “Customer Focus” therefore the development of close and successful working relationships with each and every customer is paramount.
The criteria for success of the model can be summarised, as follows:
“Customer satisfaction, people satisfaction and impact on society are achieved through leadership driving policy and strategy, people management, resources and processes ultimately leading to excellence in business results”
To achieve our aims MPP regularly seeks observations on perceived failings on our part, in de-briefing meetings and logs all customer complaints for review and action by the partners to improve performance.
Where appropriate, formal complaint procedures are included in a projects organisation strategy and/or delivery plan. MPP processes ensure compliance with BS 8600.