Page 1: Introduction
In competitive markets a successful business relies heavily on providing excellent customer service. Such excellence requires a team of effective employees, committed to being the best and having the necessary skills and abilities. Redrow Homes is such a business. Redrow began in 1974 as a small civil engineering business in North Wales specialising in drainage sub-contracting. It grew rapidly and now operates across the UK with ten divisions in England and Wales.
residential property developers. Its goal is to be the developer of choice for customers, colleagues, landowners, suppliers, subcontractors and investors. The company has a reputation for innovative design, build quality and customer service. Its building developments range from large greenfield sites to complex brownfield regeneration schemes. Success relies on acquiring and adding value to land for the benefit of its stakeholders, especially the local community. This is evident from Redrow’s value statement:Today, Redrow is one of the UK's leading
‘Our aim is to provide our customers with a home they are proud of, delivered with the best levels of customer service possible. We aim to continuously improve in all aspects of design, customer satisfaction, developing our people and enhancing communities whilst minimising our impact on the environment.’
In addition to its focus on customer service, Redrow has a competitive edge over its rivals through effective workforce planning. This involves a commitment to attracting talented young employees and providing opportunities for career development at all levels. Consequently it enjoys a much higher percentage of long term employees compared with its competitors. Redrow’s commitment to customer service has led to many regional and national awards, for example, the 2013 Peer Awards for Excellence in the customer engagement category and its focus on development made it the only major house builder named in Building Magazine’s Best Employer.
This case study examines the role of training and development in delivering excellent workforce planning, career development and long-term customer satisfaction.