Penham Excel as part of the Hammonds Group is an ISO 9001 2008 accredited company, which ensures our quality management systems have been externally accredited and are re-audited on an annual basis.
As part of our continuous improvement programme, we randomly dispatch satisfaction surveys to customers to measure the quality of the service provided.
We take feedback from our clients very seriously as it plays an important part of our company’s continuous quality development programme, which enables the management team, to constantly review and improve the company’s service delivery at all levels.
One of our key strengths is our dedication to communication and transparency in our dealings with our customers. Any opportunity to speak to our customers and evaluate satisfaction levels is seized upon. To this end all surveys are followed up with telephone calls to quantify replies and feedback.
Feedback from customer evaluation questionnaires is reviewed at regular service review meetings where improvements and key performance indicators are analysed and discussed.
Quality Management Review Meetings
An Internal Management Review Meeting is held every three months and attended by members of the management/quality team at Penham Excel together with other members of staff decided on by the Managing Director.
The meeting, which is chaired by the MD, reviews the overall operation of the company’s quality administration systems to determine its continuing suitability and effectiveness. The meeting also reviews – customer complaints and non-conformances, the company’s quality administration systems, the implementation and effectiveness of corrective and preventative actions taken and supplier performance. Records of these management review meetings are documented and maintained for a minimum period of two years.