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ley hill solutions limited 
Newsletter - May 2008
Greetings!
 
A new financial year is already here and who can say where the economy is really going? Talk of downturns, recession and banking problems all add to the uncertainty of running a successful and hopefully expanding business.
 
These issues tend to make business owners and directors think of consolidation and delivering their product or service as it is rather than looking for future improvement.
 
But, consider if everyone does the same. When things improve your business will be on the same footing as everyone else. If you can find the time and resources to look at how you do business now and start to implement changes you can not only make immeadiate savings but be in a much stronger position when the economy improves.
 
Reviewing your overall strategy is probably one of the best places to start. Using a tried and trusted framework such as the EFQM Excellence model will help you go about it. As long time users and supporters of the model if we can help give us a call.
In This Issue
Charter Mark becomes Customer Service Excellence
Standards & Systems
Recent Success Stories

Charter Mark becomes Customer Service Excellence

 

On 10 March The Cabinet Office launched the long-awaited replacement for Chartermark.  The new standard is called Customer Service Excellence (CSE), and follows a detailed review of customer service, and of rising customer expectations, in the UK's public services.

 

CSE is an exacting standard and holders of this new standard will need to demonstrate, not only a real commitment to excellent customer service, but also a track record in delivery.

 

It has 5 main criteria, which break down into 15 sub criteria and then down to 57 "elements" against which evidence will need to be provided, before being validated by external Cabinet Office approved assessors.

 

The 5 CSE criteria are -

 

·         Customer Insight - in which you need to show a deep understanding of your customers, who they are, what they do and what they want

·         Culture - where you need to demonstrate that commitment to customer service is embraced by leaders and staff alike

·         Information and Access - in which you need to make clear that you provide the right information,  and that you are accessible to all your customers  (even the difficult ones)

·         Delivery - proof that you do what you say you will do

·         Timeliness and Quality of Service - more detailed proof that you do things when you say you will and to a high standard

The full CSE standard can be downloaded from the Cabinet Office website at -  www.cse.cabinetoffice.gov.uk

 

Organisations who think they are delivering excellent customer service can apply now, and those who aspire to this level of service, can use the standard to get them to the desired level.  Although this is a replacement for Chartermark, CSE can be utilised outside of the public service.

 

Ley Hill Solutions is at the forefront of designing training modules for CSE, working closely with the 4 approved accreditation bodies for CSE.

 

Available training

 

The training courses currently under development cover a range of options including general awareness (half day workshop), and detailed training on the responsibilities of internal assessors (up to 3 days, depending on levels of experience of interviewing and assessing).

 

If you would like to know more about CSE, and in particular if you would like some general awareness or training for your organisation please contact us by e mail at info@leyhill.com

Standards & Systems

 

More and more organisations are seeing the benefit of applying systematic approaches to the way they operate and do business.

 

Integrating Management systems such as ISO9001 and ISO14001 can give organisation significant benefits by reducing duplication and effort to maintain the system. PAS99:2006 provides a specification of common management system requirements as a framework for integration and is very useful to help organisations to implement standards effectively.

 

Ley hill solutions is working with several companies at this time to help implement ISO management systems that are particularly effective for the organisation concerned. Standard packages of ISO standard implementation can have some benefit for an organisation but unless the system is tailored and fits with the company's own way of working it will be less effective.

 

Finally, always ensure your management system is certificated by a UKAS (or equivalent outside the UK) approved body. This gives the independent review that your system has been implemented correctly and effectively.

 

If we can help you contact ley hill solutions

Recent Success Stories
 

Ley hill solutions has been working throughout Europe to help various private and public sector organisations improve efficiency and receive recognition for their achievements.

 

In Bulgaria, ley hill solutions is working with partners to deliver a major programme to improve efficiency and strengthen the administrative capacity of the National Revenue Agency. We are delivering a series of training workshops on the EFQM Excellence Model and the Balanced Scorecard to senior members of staff in the headquarters and regional units.

 

The Revenue agency is preparing a series of self-assessments based on the EFQM Excellence Model which we are supporting. Our consultants are assisting with data collection and facilitating the assessments themselves in the pilot units and designing the assessment approaches which will be rolled out across the agency following the pilots.

 

Closer to home we are pleased to announce our latest success in assisting the introduction of ISO9001. Thesaurus Computer Services based in Milton Keynes has successfully achieved ISO9001 with the UKAS recognised LRQA as their certification body.

 

Ley hill Solutions developed the Management System for Thesaurus and supported its internal auditors to undertake the initial audits and address any non-conformances. The management system developed for Thesaurus is based on ley hill's tried and tested graphical method of producing process and procedural information which is now available over the intranet within Thesaurus.

 

With other clients we are developing awareness and initial assessments using the EFQM Excellence Model and supporting others to maintain their management systems for 9001 and 14001 - the environmental management system. Development of process management systems - sometimes linked to ISO standards are now being put in place in several key clients and we are assisting them to identify, prioritise and implement improvement projects in many areas of their businesses.

 

More recently we have been asked to assist organisations with the development of their key policies for Quality, Corporate Social Responsibility (CSR) and Business Continuity, if we could help you with any of these topics please contact us.

Ley hill solutions is one of Europe's most innovative consultancy organisations specialising in the tools and methods to improve the way your business works and performs. We use internationally recognised standards and frameworks such as ISO9001 and the EFQM Excellence Model to develop solutions that are right for your business.

Please contact us at ley hill solutions if we can be of any assistance.
 
 
Sincerely,
 

Graham Hull
ley hill solutions limited
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