Partnerships pay off
A
Lorien Engineering Solutions product story
Edited by the Engineeringtalk editorial team
Sep 15, 2003
Project management organisation Lorien Engineering Solutions' strategy of working closely with its clients is proving a huge success, according to the company's latest customer review.
Project management organisation Lorien Engineering Solutions' strategy of working closely with its clients is proving a huge success, according to the company's latest customer review.
Lichfield-based Lorien Engineering has received top ranking from clients for its partnership approach to its work.
The company, which has had a successful first six months in 2003, has identified "working in partnership" with clients as one of the key factors for its success.
Director Bill Treddenick said: "We are delighted that of the nine KPI's we test with clients, 'partnership' has achieved top ranking.
This is a crucial area for us".
The company carries out detailed reviews with customers on an annual basis to enable it to learn about any service shortfalls and to plan for the future.
It was also ranked highly by its clients for overall performance (the ability to "deliver" projects) and for the professionalism and expertise of its people.
Bill Treddenick said: "One other key point that emerge from this year's review was the increasing importance of good communication.
This has rocketed up as an area of key importance in our clients' opinions.
This is often hard to get right, too much communication can be as bad as too little".
The company also used the review process to gauge customer reactions to different ideas for its future development, such as implant offices within customer sites and methods of staffing international work.
Bill Treddenick said: "This is something we have been doing for around ten years now.
We find that clients gain as much from the process as we do.
It helps to crystallise views, such as how best to run projects.
The data obtained is shared with participating clients which reflects our 'open communication' policy with clients and our own people".
"From an investment perspective, the process allows Lorien to gauge the effectiveness of new systems and personnel recruitment".
Managing director David Morris commented: "This is a tough marketplace, but in our current year we have seen 85% of our revenues come from existing clients.
This simply underscores the need to explore all aspects of our relationship with clients, and the KPI process adds significantly to this.
To my knowledge, we're the only business of our type to have such a formal system, and our clients are all in favour".
"This system help direct future investment and direction for the business.
In the past year we invested significantly in document control and knowledge management based upon our 2002 results.
This year's survey scores and comments prove that clients have seen the benefits of this.
We will continue to invest in technology, maintaining our competitive and technical advantage".
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