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:
Computacenter is ISO 9001:2008 certified by the British Standards Institution. The ISO standard provides the framework that underpins the 'Service Excellence' commitment and ethos of the organisation.
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 9001:2008 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.
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
Excellence in Action
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.