In 1997, Management Today, in association with Unisys, which provides information services, technology and solutions to business and government, is renewing the quest to uncover best service practices wherever they may exist in the UK. The judging criteria for the 1997 Awards derive from research which Unisys has carried out among more than 100 organisations worldwide which are recognised for their quality of customer service.
Participants will be assessed according to four broad criteria of excellent service provision. These are: understanding customers; operational excellence; engaging employee enthusiasm for customer care; and leadership, vision and values. Judging is in three stages. First, entrants complete a confidential questionnaire which assesses their performance against the criteria noted above. This information remains confidential.
All entrants, however, will benefit from a confidential, tailored report which benchmarks their performance against other entrants and that of the organisations in Unisys's database.
Between April and May, those best performing organisations, as identified by the questionnaire, will be invited to take part in the next stage - a visit by a team of judges from Management Today, Unisys and representatives from this year's award-winning organisations. A short-list of finalists will appear in the July 1997 issue of Management Today. Winners will be announced at an award ceremony at the House of Commons in September.
Entry is free and open to any UK-based company, plant, institution or organisational operating unit which provides service to internal or external customers or both. The awards are divided into five industry categories, with a special award for the best small company. Entrants to the 1996 Awards will also be eligible for a new category award - that of most improved company. The overall winner will receive the Best Service Excellence Company of the Year 1997 Award. All finalists will be featured in Management Today.
1997 SERVICE EXCELLENCE AWARDS
- Best Service Excellence
Company of the Year 1997
- Best Small Company
- Most Improved Company
Best Service Excellence Company in:
- Business-to-business services, including distributive trades
- Consumer services, including retailing
- Financial services
- Manufacturing/engineering,including construction and extractive industries
- Public services/utilities, including government and education
TIMETABLE AND PROCEDURE
December 1996 - February 1997
Entrants complete and return a confidential service excellence questionnaire, available from Anthony Locke at Unisys Customer Service Centre on 01908 212613. Closing date for the return of forms is 14 March 1997.
April - May 1997
Site visits to short-listed companies by a team of judges from Management Today and Unisys.
May - July 1997
Preparation and distribution of Service Excellence Report.
Publication of finalists in the July issue of Management Today.
Winners announced at Service Excellence Award reception in the House of Commons.