Improvement is considered to be a continual process to discover and eliminate the causes of problems.  Our goal is not to blame people for problems or failures, but simply make sure we improve on our service.  When we engage in process improvement we discover the cause and utilise this knowledge to improve customer satisfaction.

In our endeavour to accomplish this we aim to create a culture in which employees are genuinely empowered, encouraging innovation.  We constantly monitor, review and look for better ways of working, adopting a philosophy of total quality management actively promoting the use of service improvement requests throughout the Company.