Service Provision
We believe a personal service is critical to the successful provision of a print management service. To ensure a speedy and knowledgeable response to customer enquiries we assign a named account manager to provide a single point of contact.
The internal appointed Contract Manager is responsible for all aspects of customer service management including
- Telephone communication and service updates
- Pricing and delivery proposals
- Pro-active advice in relation to cost savings, product specifications sustainability and innovation.
- Management Information reports
- Resolution of complaints, returns and Credits
- Delivery Performance
- Errors/incorrect picks
- Customer satisfaction
Quarterly review meetings ensure we continue to provide service levels that exceed customer expectations. As a minimum our review will include service critical KPI including:-
- Delivery Performance
- Pick and Wrap conformance ( correct delivery first time ) ( Picking Errors are less than 1% of sales )
- Technical production errors ( Complaints and rejects less than 1% of sales )
- Expenditure by department/product
- Financial Compliance
- Cost Saving reports
We recognise that our operations have the potential to affect the environment. Harlow Printing meets all legal and regulatory requirements. Indeed, we regard it as critically important that we continuously improve all aspects of our environmental performance. Therefore we ensure that while satisfying the demanding requirements of our clients, our goods, services and internal housekeeping comply with environmental legislation and best practice.
In partnership with County Durham Environmental Trust (CDENT) and Groundwork South Tyneside and Newcastle we have designed and developed a wildlife garden at our new warehouse and distribution centre. The garden is a biodiversity project providing a natural habitat for endangered flora and fauna. Local schools have been involved in the planting of many hundreds of shrubs and trees over the last several months. The garden is now available as a curriculum resource for local schools providing opportunities for the practical application and appreciation of habitat, environment and indigenous species. We have been the recipient of many awards for environmental good practice including:
Evening Chronicle Environmental business of the year award
STEP awards for environmental good practice
South Tyneside Borough Council Gold award for environmental good practice