Haden Young operates a Quality Management System which is committed to the continuous improvement of the business operation based on core values, with the objective of adding value to the design, management and construction process through quality people, systems and workmanship. This approach to quality ensures the long term development and improvement of the Company thereby ensuring a better service for our clients.
To achieve the above aims each operational office has implemented a Quality Assurance system based on the internationally recognised standard ISO 9001:2000. The procedures within the system are based on established Company procedures, manuals and guides and are regularly audited, by an independent certifying authority, to enable continuous improvement in quality and service for our customers.
All functions comply with the Haden Young Quality Policy.
Customer Relationship Management
It is the objective of Haden Young to be “a better business, providing a better service through better people” at all times and to develop mutually beneficial long-term relationships with our customers.
Customer Relationship Management is a priority throughout Haden Young and forms a significant part of our employee competencies. These competencies are used both in selecting employees and in the ongoing measurement of our employees’ performance.
Exceptional service is recognised through Haden Young Awards, in which customers and employees nominate colleagues for various awards, including Project Manager of the Year, Team Excellence, and Craftsmanship. Each award recognises real examples of superior customer service.
Haden Young invests significant time and effort into understanding customer requirements and expectations. The objective in better understanding our customers’ needs is to consistently provide a better service. The key way we undertake this is through measuring our performance in accordance with industry benchmarks, then taking action. At Haden Young we define customers as any stakeholder we provide with information or service, including our suppliers.
Monitoring Performance
We conduct Customer Service Reviews throughout the life of a project; covering 25 distinct aspects of a project. These aspects are grouped into 5 KPIs, being Pre-order, Commercial, Technical & Innovation, Project Management and Relationships. These reviews are conducted at various stages of the project life cycle with various project members, including main contractors, consulting engineers and end-user customers. Haden Young Customer Survey Reviews correspond with the BSRIA Key Performance Indicators Standard, in which we participate as steering committee members.
Every two years a comprehensive independent Customer Survey is conducted on Haden Young’s behalf. The survey gathers opinions from industry professionals on the Building Engineering Services industry, as well as Haden Young performance. Through this survey we gain a better understanding of what is important to our Customers from a strategic perspective.