The importance of quality in creating competitive advantage
A Portakabin case study

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Page 4: Quality Service

Providing customer serviceis another vital part of Quality Management. See steps 6 and 7 in the chart below.

The company believes that providing exceptional levels of customer service is as important as the quality of the products it makes. To support this commitment, it has developed a number of initiatives aimed at continuously improving service. Portakabin:

  • guarantees to complete projects on time and on budget
  • operates a Customer Charter that sets out minimum standards that customers of its Hire Division can expect to receive. This charter includes the pledge where Portakabin will recompence the customer if it fails to deliver a building on time
  • offers a complete plan, design and build service, whereby a client can choose simply to accept the keys and open the doors on completion
  • runs a comprehensive customer satisfaction survey every month.

Portakabin | The importance of quality in creating competitive advantage
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