Our reputation has been built on the high level of service our clients consistently receive. As a result, we need to be sure we get the basics right so that we have a solid, yet flexible structure enabling us to adapt our services to support our clients' changing requirements.
A robust and flexible staffing structure
Our staff are cross-trained to provide the flexibility needed to react and support varying activities. In addition to fostering a team environment, this approach enables staff to enjoy learning new skills and it creates alignment between departments as Intelligent Office staff have an understanding of the whole administrative process not just their primary area. The on-site Intelligent Office manager is responsible for assigning resources to volumes of activity and will monitor work loads in each department throughout each day; as requirements change, resources can be adjusted instantly. This effectively deals with the large copying job at the end of the day with a tight delivery time, the unexpected large client meeting that takes place requiring hospitality or a last minute mailing distribution.
Success is measured via key performance indicators in line with your chosen service standards
Each Intelligent Office contract contains service levels agreements which are unique and created to support the needs of each client. With these in place we create a set of key performance indicators which reflect the demands of a growing business and are used as a tool to monitor and report on our performance.
Standard operating procedures (SOPs)
We realise that outstanding performance isn't defined solely by what we do, it must also include how we do it. We develop client specific standard operation procedures, Quick Guides and other procedural documents. They set the standard for the performance of each task and serve as training documents to ensure consistency of service.
Constant drive for improvement
Intelligent Office is committed to improving the services and functions we provide to our clients. We perform to the high standards set at day one of the contract and maintain this as a permanent culture. To keep our reputation of being proactive and forward thinking we constantly search for ways in which we can provide additional value to our clients. It is our cultural approach to this challenge that gives us our long-term competitive advantage.
Intelligent Access
We take great pride in the level of service we consistently provide to our customers. To maintain this reputation a new on-site contract with you will operate to the required standards in the early stages of implementation. The only way to achieve this level of consistency is through uniform processes and procedures. To respond to this challenge we have created Intelligent Access. Intelligent Access is our extranet addressing everything needed to implement and manage an on-site contract. Its contents are far-reaching and comprehensive, providing everything from job descriptions to signage, customer feedback to procedures. It is easily navigated and continually updated. Each document residing in Intelligent Access is considered a living document and the designated owners constantly review, amend and update the documentation In short, it immediately provides the information and skills needed to achieve results. We can confidently assure you that a comprehensive implementation plan supported by Intelligent Access will guarantee that we will be positioned to provide exceptional, consistent service from the first day of business
HR Initiatives
An initiative which we launched to ensure that both staff and clients benefit is the Intelligent Office Star Awards. These were launched during our management conference, in 2006. The conference is the annual event where all the managers and team leaders meet, and the companys goals and objectives which have been previously determined by the board and senior management are rolled out to the organisation as a whole. Thereafter, the Managers and Team Leaders cascade the information to their team members during the daily huddles, and/or monthly meetings. We have developed six awards to recognise outstanding achievement during the year. The winners of the awards are announced each autumn. Details of each of these awards along with the prize are listed below.
Best Intelligent Office Branded Site
This award will be made to the site which is determined throughout the year to have best embraced our brand as well as having complied effectively with our brand manual. The winning team will enjoy an all expenses paid night out at a themed restaurant of their choice.
Best Organic Growth
This award will be made to the site which demonstrates the highest financial organic growth during the year 2006-07. The growth must be internally generated and not delivered through client expansion via acquisitions, mergers or new locations. The winning site will enjoy an all expenses paid day at the races.
Best Customer Satisfaction
This prestigious award will be made to the site which has the highest customer satisfaction ratings achieved in the annual customer satisfaction survey which takes place in March of each year. This will be a clear demonstration of our customers perception of the service we provide. The winning team will enjoy dinner followed by a show of their choice.
Intelligent Office Employee of the year award
This unique award will be presented to the individual team member who demonstrates exceptional commitment over and above the normal day to day level expected in our roles. The winner of the award will receive a weekend for two in
Intelligent Office Manager of the year award
This award will be made to the Site Manager who has led their team and site to achieve the greatest performance during the year in the following key areas:
· Customer and client satisfaction
· Revenue and profit performance
· Lowest staff turnover
· People management and development
· Contribution to best practice
The winner of the award will receive a weekend for two to the value of £500 to the location of their choice.
To mark our involvement with the Princes Trust we will recognise the individual or team that has participated most actively in charity work. This can include fundraising or volunteering. The aim of this award is to recognise participation and the judges will review evidence gathered throughout the year. The winner or winners will receive a prize which will be reviewed each year.
