Quality
and Service Excellence
If you would like to know more about our approach to Quality and Service Excellence, please contact the Service Excellence team by emailing: excellenceinaction@computacenter.com Click here for information about Compliments and Complaints for Computacenter UK |
Service Excellence Council
The Service Excellence Council (SEC) is an executive-level
body responsible for establishing and defining the company’s
quality policy and strategic objectives.
Quality Review Board
The Quality Review Board (QRB) has been established to
support and implement SEC policy and strategy. Its members are
senior management representatives from across all business areas
within Computacenter. The QRB meet regularly and review a number
of key performance indicators in order to recommend improvement.
The
overriding emphasis in all parts of our business – whether
they deal with internal or external customers - is 'Service Excellence'.
It is a message that is constantly reinforced and audited, with
performance measures including; internal and external customer
surveys, staff competency reviews and ISO 9001: 2000 audits
Business Incident & Problem Management
‘Putting it right’ is Computacenter’s
internal business incident and problem management process. It is
designed specifically to identify and fix problems that prevent
us from delivering excellent service. The Quality Department is tasked with initiating and facilitating departmental or cross
functional improvements, and reporting trends to the QRB.
Complaints Handling
The Customer Focus team is responsible for the management
of complaints. The team ensure that corrective actions have been
implemented and the client is satisfied with the outcome. Any complaint
trends or unresolved issues are escalated to the QRB
Employee achievements are recognised through a service excellence award scheme known as Excellence in Action (EIA). The aim of the scheme is to recognise those employees who have made an excellent contribution to their division, the company or a customer. The scheme has two nomination routes: a ‘local’ route, where employees are rewarded for a job well done using a ‘Thank You’, and a more prestigious ‘corporate’ route, which is centrally validated and administered.
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Failure
to safeguard network availability could threaten core production processes.
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audio-visual division offers a highly focused and specialist requisition & management
service, that delivers the very best in AV presentation systems.
At Computacenter we can fulfil all of your consumables requirements. We manage small orders through to a large-scale, fully managed consumables service, with most orders delivered on a next-day service.