SMG Europe recognises the essential components that underpin mutual trust partnership working as; quality and consistency of agreed service levels, best fit solutions, transparency of costs, on-going training, thorough monitoring of associate contractors, continuous client feedback, robust reporting procedures and best practice standards. We ensure the above as follows:
- Development of a clearly defined service level agreement that provides a best fit for the client organisation. This is gained through in-depth consultation with the client, site analysis, specification breakdown and flexible cost methodology.
- Development and monitoring of Key Performance Indicators in line with the unique needs of the client venue and their internal and external customers.
- On-going customer satisfaction survey and feedback with Business Development Manager and appropriate SMG Europe FM staff and client.
- Evolvement of service and flexibility of contractual agreements to meet changing needs of clients.
- Ongoing training of staff to ensure:
- Flexible and highly skilled teams;
- Service excellence i.e. professionalism, attentiveness, communication, flexibility and initiative;
- We are one step ahead of legislation.
- Quality standards and performance criteria which reflect our membership of industry bodies such HVCA , BSI, FAST and NICEIC.
- Commitment to and full implementation of TQM.
- Registration with BSI to ensure the maximum benefits from the TQM system.
- Access to group resources, procurement channels and expertise through SMG Europe.
