Enter the Management Today/Unisys Service Excellence Awards and be assessed against the best.
The final closing date for the third Management Today/Unisys Service Excellence Awards is fast approaching. These awards aim to find, promote and reward the organisations throughout the UK which best serve their customers.
'Great customer service isn't an optional these days, it's essential,' points out Christine Carroll, Unisys' director of marketing (Information Services Group, Europe). 'And customers in the UK are quick to vote with their feet if service standards fall below what they expect.' Customers' increasing demands mean that companies who get it right, like TNT Express Delivery Services, winners of last year's awards, find that customer service becomes a real source of competitive advantage.
Entering these awards will give your company a feel for how your customer-care standards match up with Britain's best. All entrants receive a confidential report benchmarking them against their fellow entrants and the 100-plus organisations on Unisys' global database.
Companies first complete a confidential questionnaire which looks for: a proven process for capturing feedback from customers, along with a demonstrable connection between data collection and action; customer involvement in the design of products and processes as appropriate; an understanding of the activities of competitors; a clear policy, and supporting action, to ensure that people have the right skills, knowledge and work patterns to perform their jobs; a positive atmosphere in the workplace; demonstrable leadership; and the building of shared purpose and values.
Shortlisted companies are visited by a team of judges from Management Today, Unisys, Cranfield School of Management and representatives from 1997's winning organisations. Winners will be announced at an award ceremony in London later this year. Entry is free and open to any British-based company, plant, institution or organisation. But speed now is of the essence.
Questionnaires must be returned by 20 March 1998.
1998 Service Excellence Awards - National Awards
- Best Service Excellence Company of the Year 1998
- Best Small Company
- Most Improved Company
- Industry Awards
Best Service Excellence Company in:
- Business-to-business services, including distribution
- Consumer services, including retail, utilities and passenger transport
- Financial services
- Manufacturing/engineering, including construction and extractive industries
- Public sector, including government, education and non-profit making organisations
TIMETABLE AND PROCEDURE
January - March 1998
Entrants fill in and return the confidential service excellence questionnaire. Entry forms are available using the postage paid card in this issue or from Anthony Locke at Unisys Customer Service Centre on 01908 212613. Forms to be returned by 20 March 1998
April - May 1998
Shortlisted companies receive site visits by the team of judges
June - September 1998
Preparation and distribution of the Service Excellence Report which benchmarks entrants' service against each other and those of the world's best service organisations. Announcement of winning organisations and an awards reception in London.
Publication of the winners' case studies in Management Today.