Continuous Improvement

We consider improvement to be a continual effort 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 learn what causes things to happen and use this knowledge to:

• Reduce variation
• Remove activities that have no value to the company
• Improve customer satisfaction

In order to achieve this we aim to:

• Create a safe working environment on all our projects and in all our offices.


• Create a culture in which employees are genuinely empowered.


• Constantly monitor, review and look for better ways of working.


• Constantly learn from others.


• Encourage Innovation.


• Adopt a philosophy of total quality management


• Promote the use of Service Improvement Requests in order to improve service.

Where applicable Key Performance Indicators have been established to measure performance and trends against target criteria, which is monitored at the Company's Management Review meetings.

These targets are amended to reflect changed circumstances within the Company or Industry.