The Association needed to be able to demonstrate that it is actively monitoring its Members’ compliance with the Customer Service Standards which are a condition of membership of the Association.
A formal monitoring procedure has therefore been developed that is appropriate to the needs of the Association and is manageable within available resources.
.
All Members are required to complete and submit to the Secretary a Monitoring Form on an annual basis. The form is designed around the Customer Service Standards and is intended as a check list to remind members of the standards and to prompt internal company consideration of the adequacy of their procedures and application. The form has to be signed by a Director of the Member Company
To augment the information reported on the form, each year a 10% random sample of Members are selected to be visited by the Secretary and/or Chairman for the purpose of carrying out an audit of their procedures. Ad hoc audits may be instituted if prompted by reports of a member’s poor performance. The results of these audits are kept confidential unless disciplinary action under the NSA constitution is considered justified.
Among the areas monitored are that:-
- Prior written statement/quotation supplied to customer (Except in emergency cases) {1b)}
- Operational vehicles marked with Company name {1c)}
- All employees carry identity card with photo and Company contact phone number. {1d)}
- Health & Safety Policy established & displayed in Company office(s). {1g)}
- Employees’ training up to date & records maintained {1h)}
- e.g. Use of Breathing Apparatus
- Confined Space Entry
- NR&SW Act units
- OS 19, 20, 21, 22
- High Pressure Water Jetting
Procedures are in place for:
- ensuring that equipment is serviced and calibrated correctly.
- recording and dealing with Customer Complaints
- monitoring quality of service.
{ } refer to the appropriate clause in the Customer Service Standards