Accolade for Inviron’s service initiative
Inviron, which provides building-services and facilities-management services, has won the 2007 customer-care award of the British Institute of Facilities Management. This customer-care strategy was developed by Inviron as a means to fully understand customers individually and their expectations in terms of the service Inviron provides. When this information is shared among the Inviron team, these expectations become widely understood by everyone involved in supporting that customer to Inviron can respond to and customise its service delivery. To meet these expectations, the performance of Inviron staff is regularly measured. A key principle of the DNA approach is its centring on front-line workers — those who will, through regular interaction with customers, largely determine whether the quality of service meets a client’s expectations. The approach has been applied to contracts with Airbus, E.ON, Anglian Water, MoD Defence Estates, Global Crossing and Equion — and most recently with Land Securities. Gary Metcalfe, Inviron’s managing director, comments, ‘We are delighted to be recognised with such a renowned industry award. Our vision has always been for Inviron to become the most respected building-services provider in the UK. This award symbolises how that vision is being achieved.’
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