FIRST FOR SERVICE

'First for Service' is our route to business excellence. It creates a company that puts the needs of the customer first, and places the responsibility for success in the hands of everyone at 3663.

First for Service builds a common language for how we do things, how we communicate with each other and our customers. And because we want to get things right first time, it looks for prevention through continual improvement.

The improvement of 3663 is driven and measured through the European Foundation for Quality Management Business Excellence Model. It's a model centred on the activities that enable us to achieve results financially and for the benefit of our people, customers and society.

With the Business Excellence Model as a basis, every year our people survey asks all our staff what they think about the company. How they are managed, what their workplace is like and how well we are getting across what 3663's objectives and values are. 9 out of 10 staff responded to the 2003 survey, with nearly everyone seeing that improving customer service is a major part of the job.

Of course, we find out what are customers think too, through formal surveys and the close relationship they have with our drivers, telesales people and account management team.