Total quality and customer satisfaction are core to our success and our reputation as a leading maintainer of infrastructure throughout the UK. Effective quality management systems, designed to deliver the needs and expectations of all stakeholders are key to the Enterprise business model.
In order to be effective, we acknowledge that all processes must be understood, measured and in control. Through process engineering activities, all processes are identified, measures and documentation agreed and interactive models developed. All process managers and operators are trained and have access to the necessary information and resources required to perform processes to their optimum capability.
The implementation of a quality-driven agenda ensures key issues are addressed and reviewed by the Enterprise Board and Management teams at regular intervals. The data for these reviews is taken from a combination of quantitative and qualitative sources including our WorkManager system, audit management system, customer relationship management system and direct customer interface points. This ensures that both reactive and enabling activities inform performance management.
As a result of this approach, the quality assurance system of Enterprise has achieved and retained accreditation to the international quality standard ISO9001 via B M Trada Certification Ltd. Initial certification was achieved in November 1992 and has been successfully extended into new scopes as the business has grown.