We have evaluated our approach and are now managing our customer more proactively on a daily basis. By having a cross functional team focused daily on customer service we now ensure that everyone is thinking about customer impact with every activity they do. We have broken down silos, and with the daily focus on the measures, are able to head off and deal with issues before they escalate into a situation which the customer has had no alternative but to lodge a complaint. The results speak for themselves.
Ian Smith, Logistic Manager
Lafarge Tarmac Aggs & Asphalt North Division