UK: Service Excellence Awards - Those in with a winning chance.

UK: Service Excellence Awards - Those in with a winning chance. - Entries for the second annual Management Today/Unisys Service Excellence Awards have risen by 40% following the success of last year's competition, which was won by Birmingham Midshires B

Last Updated: 31 Aug 2010

Entries for the second annual Management Today/Unisys Service Excellence Awards have risen by 40% following the success of last year's competition, which was won by Birmingham Midshires Building Society. The awards, organised by Unisys, a world leader in information management, in association with Management Today, aim to identify and recognise those organisations operating in the UK which are industry leaders at serving customers.

On the shortlist for success

This year's quest to discover Britain's best service provider has attracted 182 entries from public and private organisations all over the country.

And, says Unisys's award co-ordinator Tony Locke, entries have improved both numerically and qualitatively since last year's event. A total of 17 organisations have now been shortlisted on the basis of a self-completed questionnaire designed to assess their performance against four broad criteria: understanding customers; operational excellence; enabling people; and leadership, vision and values.

These shortlisted finalists are divided between five industry categories: business to business; consumer services; financial services; manufacturing/engineering; and the public sector. Finalists also compete for two national awards: Service Excellence Company of the Year and Best Small Company (with a turnover of £25 million or less). In addition, a new award this year for the Most Improved Organisation will go to the organisation which has taken the most significant strides in service excellence compared to its 1996 entry.

'Shorlisting finalists was even more difficult than last year,' says Locke. 'The standard of award submissions was extremely impressive and organisations had clearly taken great pains to provide hard evidence to back up their service claims,' he continues. 'The questionnaire was more specific than last year, demanding quantitative answers to questions such as "What percentage of customers are repeat purchasers?" and "What percentage of employees have undertaken a 'service-related' training activity in the past 12 months?". Companies have told us that the process itself was an eye-opening opportunity for rigorous self-analysis.'

Indeed, one of Unisys's chief aims for these awards is that participating organisations will use them to identify their strengths and weaknesses and provide benchmarks and guidance to help them improve performance.

Last year's winners were invited to take part in a Service Excellence Conference in Nice during which winners shared best practice ideas. And, whether they are winners or not, all 182 entrants will benefit from a personalised feedback report. This document benchmarks the entrant's performance against other competitors and that of 80 companies whose details are held in the Unisys Customer Focus database and which are recognised worldwide for their dedication to customers and excellent service provision. These feedback reports will be issued to all but the shortlisted finalists in July.

The 17 shortlisted companies will receive site visits during May and June from a panel of judges including representatives of Management Today, Unisys, Cranfield School of Management, and organisations recognised for service excellence including last year's overall winner, Birmingham Midshires Building Society. These visits provide the opportunity for finalists to offer specific evidence of excellent service provision. Final judging will take place in July and the winners will be announced at a ceremony in the House of Commons on 30 September 1997.


Business to Business

Firefly Communications

PR consultancy, London

PHH Vehicle Management Services plc

Vehicle management services, Swindon

TNT Express Delivery Services

Express delivery, transport and logistics company, Atherstone, Warwicks

TNT Express Worldwide (UK) Ltd

International express distribution services, Northampton

Consumer Services

BT Mobile Communications - BT plc

Mobile communications services, Leeds

Riverside Housing Association - Riverside Cheshire Division

Housing association, Runcorn, Cheshire

Triple 'A' Animal Hotel and Care Centre

Animal boarding centre, Near Washington, Tyne and Wear

Financial Services

Credit Card Sentinel Ltd

Card protection and support services, Portsmouth, Hants

First Direct

Personal banking services, Leeds

Halifax Building Society

Building society, Leeds

Lloyds/TSB Group plc

Retail banking, Bristol

Manufacturing and engineering

Customer Support Group - GEC Marconi-Avionics Ltd

Avionics support services, Edinburgh

Customer Supply Services - Matra BAe Dynamics (UK) Ltd

Defence equipment support services, Stevenage, Herts

Thomas Vale Construction Ltd

Building and civil contractor, Stourport-on-Severn, Worcs

Public Sector

Environmental Health and Trading Standards - London Borough of Bromley

Public health services, Bromley, Kent

Halesowen College

Education services, Halesowen, West Midlands

Wirral Alcohol Service - Wirral and West Cheshire NHS Trust in partnership with Turning Point

Alcohol support/information services, Birkenhead, Merseyside.

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