Quality is an integral part of Purdy Contracts commitment to providing a professional service to all of its clients. We have a robust internal quality management system in place, which provides a fully auditable trail and ensures that quality is controlled throughout all company processes.
Purdy Contracts is accredited to ISO 9001:2008 Certification and as such is committed to consistently meeting the requirements of the standard and strives to continually improve the company’s performance through measuring and reviewing it’s business objectives.
We have vast experience in undertaking work for small domestic projects and the mobilisation of large commercial contracts and therefore understand that every Client is different and that a “one size fits all” strategy is not appropriate.
Purdy Contracts utilises a number of performance monitoring processes in order to achieve continuous improvement and customer care throughout the length for all of our contracts.
Performance is typically measured in all contractual partnerships by a formal Service Level Agreement that contains Key Performance Indicators.
We operate to SLAs with all of our clients and present monthly, quarterly and annual reports of how we have performed against the client’s specific criteria. The results also enable us to review our service delivery and identify any areas that need addressing at an early stage.
The ethos of Best Value at Purdy Contracts is based upon the provision of continual improvement in the delivery of the service we offer with tangible evidence that the service is being delivered optimally. Purdy Contracts is guided by the ‘Four C’s in relation to demonstrating Best Value Challenge, Compare, Consult and Compete.
Quality Inspections and Customer Service Phone Surveys
At Purdy Contracts we have a large number of retained contracts with Housing Associations to provide on going maintenance and repair services. At the end of each job a Quality Inspection is carried out by one of our Quality Supervisors and a copy of the report is issued to the relevant staff who completed the work. Any additional training and/or corrective action is arranged if any areas of concern are identified.
Our company’s customer service team also posts out or conducts a telephone survey to measure residents satisfaction levels with work completed on all jobs. The results are published and sent to clients as part of KPIs. This approach has significantly increased our company’s overall service delivery and gained an enviable reputation for its main objective of First Time Fix on all work.