Commercial Services Quality Control and Customer Care. Commercial Services’ Quality Unit will be headed by a General Manager, supported by full-time assessors/inspectors, and specialist staff in Health and Safety and Human Resources. The Unit’s role will be to: • Drive the concept of quality in the organisation; • Produce performance information to monitor performance in the organisation; • Advise managers on options to improve performance; • Ensure that Commercial Services gains quality accreditation and maintains it; • Act as the Departmental Management Team’s champion for quality issues in the Department. Responsibility for performance monitoring and implementation of improvement programmes lies with operational staff as part of their overall duties. This will ensure that quality is accepted by all members of the organisation. The Quality Control and Customer Care Management System is simple in its basic concept but paying due regard to the Customer Contract and Citizen’s Charter of the Authority, by seeking to: • identify the objectives that the service is striving to achieve; • identify performance indicators that will measure the success of the operation in achieving those objectives; • measure, monitor and report extent of compliance with the service objectives and produce strategies to improve where there are significant trends of under-performance; • ensure that all requirements have been achieved and operations completed to agreed standards; • ensure that personnel involved receive applicable training in the standards required; • identify customer satisfaction with the service objectives and the service produced; • identify customer requirements for improvements and recommend appropriate changes; • provide feedback to the source of the complaint/recommendation; • audit and evaluate the system processes and correct them where applicable; • provide a culture and process for continually improving standards and evaluating lessons learned, ensuring they are fed back into processes; • benchmarking services with comparable authorities to ensure the maintenance of high quality low cost services. The source of most complaints or service requests will be the Hotline. However, once these have been passed to Commercial Services, the Commercial Services Customer Satisfaction Procedure will manage those complaints and requests and will also apply to, issues arising from any of the service tracking methods described above, as well as Street Environment Officer comments, issues identified at xxxx meetings which may ...
