Total customer satisfaction:
a plan that has become a reality
Why have this type of plan ?
The main objective is to exceed the requirements of the ISO 9000 standard (Version 20000) and get as close to our customers as possible.
This system must allow us to achieve full satisfaction for our customers, our internal customers (our colleagues on the network) and our employees.
The TCS plan was conceived in 1995,
when the first developments of the ISO standards system
oriented towards customers (measuring efficiency, satisfaction,
etc.) were undertaken. A major study relating to image,
satisfaction, customer loyalty and the stakes involved
allowed relations between all the various actors to
be improved.
Our main objective is to satisfy
you and make a real changeover from a simple transport
service to full service provision.
To achieve this, two concepts are
needed :
There must be a new approach to the sector
Service excellence must be developed, specific needs
must be met, and specific services must be increasingly
integrated into the overall service offer. In short,
companies must be offered the best transport and logistics
solutions for optimising their business and satisfying
their customers.
There must be a new corporate approach
All of the employees working for Transports Bernis
are oriented towards customer service, whether directly
or indirectly. Thus, customer/supplier relations are
also established between colleagues. The first thing
to strive for is added value.
This project implementation allowed
us to ensure close control of certain issues relating
to change, offering improvements in a whole host of
ways. For example
:
Working together
Customer relations
Achieving profitability through quality
…With a view to ensuring
that Transports Bernis is recognised in years to come
for its excellence in terms of :
| * Its offer and service |
BY OUR CUSTOMERS |
| * Our management and organisation |
BY OUR EMPLOYEES |
| * Our results |
BY OUR SHAREHOLDERS |
This plan will thus fulfil the
expectations of :
Our own customers, who want us to be attentive
to their needs and for us to give them more reliable
information
Internal customers. Each branch in our network
must be mutually satisfied with the quality of the
service provided. Working together better enables
better customer service to be provided
Employees: Recognition, improved communication,
greater participation, and training development.
This plan has been fully
integrated into our various lines of business, which
means it enables work to be carried out efficiently
with a view to achieving a very high level of quality.
The deployment tools are of course ISO Version 2000
certification (which was obtained in 2003), with
a reliable quality system enabling precise assessment
of each process in our sector and the swift implementation
of corrective measures, as well as the deployment
of different frames of reference for tasks (deliveries,
information, collection, etc.) divided into standards
that outline all the good practices required for
achieving these processes.
Under this framework, Transports Bernis conducts
annual satisfaction surveys among you that allow
our customers’ perceptions of our quality levels
to be measured and matched with our actual level
of productivity so that initiatives may be implemented
to ensure Total Customer Satisfaction.
During our last survey of this type, all of our
customers were either totally satisfied or satisfied
with the services provided by our three branches.
Transports Bernis achieved an average of around 95%.
Over the last few years, we have come a long way,
as is shown by the figures below.
…And we are going to continue to make progress
in order to achieve an even higher level of TOTAL
CUSTOMER SATISFACTION.
|
