The ACE System helps you retain customers and win more by managing customer relationships with four key processes:
- Expectations - identifying and understanding each others' needs/ adapting working practice
- Performance - measuring perceptions of performance / identifying issues/ in 'real-time' during the contract
- Issues - focusing on key issues/ managing resolution quickly/ developing best practice/ analysing & tracking company wide issues
- Communication - Responding with solutions / sharing across company & supply chain/ managing continuous improvement/ promoting working together
The same process will work the whole way down the supply chain.
Quotes from some of our users:
"We realised that the defects period is an issue and have set up a new Contract Maintenance Department to deal with this aspect of service. This demonstrates how measurement can drive improvement." - Andy Morris, Commercial Director, Ashe Construction.
We provide users with training and documentation to establish and embed the process. Two key aspects of the system, for performance measurement and for issue management, are web delivered and low-cost. We also provide telephone and email support to users and their supply chain members.
If you are operating a quality management system to ISO 9000:2000, you will find it helps you meet the requirement to understand customers' needs, measure customer satisfaction and manage continuous improvement.
If your organisation is using the EFQM Business Excellence Model, you will find our analysis module helps to identify the enablers where improvement is needed from the customers' perspective.
We are now seeking Partner and Partnership opportunities with professionals working typically in construction management, business improvement, quality systems etc.