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At the initiation of any new contract Atlantic conducts
an extensive briefing with its partners to ensure they
are fully aware of the service requirements for the
particular contract. All necessary documentation, forms
and methods of reporting are agreed and test cases are
placed through the system to ensure understanding and
adherence to agreed process.
When selecting a partner Atlantic always looks for companies
who have similar standards, procedures, processes, code
of conduct (towards the environment, its employees,
health and safety) and philosophy as ourselves. We would
always arrange for a member of our supplier partnership
team to visit the potential partner's facility and meet
all the relevant employees. This more than anything
else will ensure that our respective company cultures
are compatible.
Once we have identified the correct partners we will
then conduct an RFI with those companies identified
to ascertain detailed information about them in relation
to their size, capabilities, service offerings, pricing
and that they have a business culture that mirrors our
own.
Subject to the response we receive we will then undertake
a full due diligence on those selected requesting detailed
information on their service offering and prices before
selecting a partner and entering into a Confidentiality
Agreement with them.
Once we have selected our partner we will then start
the task of training those staff involved in providing
services to Atlantic and our clients to ensure continuity
and consistency in service delivery. We will then enter
into an account specific SLA for the duration of the
contract.
We are committed to using the best available moving
companies within their markets and over the years have
built up excellent working relationships with the most
capable and professional companies worldwide. In addition
to our ongoing relationship our partners are continually
being assessed through our quality assurance programme,
which evaluates their performance over a number of metrics
including but not limited to invoicing accuracy, administration
and compliance with Atlantic's SLA and Key performance
indicators (KPI's).
Perhaps the most important client satisfaction barometer
is the feedback that Atlantic obtains on its Partners
through the employee evaluation/feedback questionnaires
(please refer to question for an example of these) .These
of course not only measure our partner's performance
but also Atlantic's. Our contracts with our partners
are based solely on service and if one of our partners
falls below the required standards we take instant restorative
action. Initially we will contact our Partners to inform
them of their service failing and request a full report
on events leading to that service failure. This process
enables our partnership team to identify the cause and
agree a course of action to prevent a repetition. If
a partner fails twice in the same area of service delivery
they are deselected as a supplier until they provide
tangible evidence that they have taken the necessary
actions to prevent a repeat of such a failing.
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