SUPPLIER ENGAGEMENT
SOCIAL IMPACTS
(Click on the panels to see our 'Actions')
(Click on the panels to see our 'Actions')
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Customer feedback is important to us.
All businesses are subject to customer scrutiny. An efficient and responsible business will understand the importance of responding positively to feedback from its customers. Negative feedback will be viewed as an opportunity to improve processes or practices and positive feedback as a success story to share.
Have a meaningful process for dealing with customer feedback -
Action completed.
A meaningful process for dealing with customer feedback will be clear and transparent for your customers as well as your staff. It will be clear what actions and responses have been provided and there will be a culture of learning from negative feedback as well as sharing positive feedback broadly.
Evidence
Our follow up visits and correspondence seek to discuss and review progressions made upon previous recommendations made.
Be transparent about your customer feedback -
Action completed.
Customers respect businesses who are willing to admit their mistakes; it demonstrates honesty and an eagerness to improve customer experience. They are also encouraged by positive feedback provided by others. Having a transparent approach to managing your feedback as part of your communications can therefore be a great way to enhance your reputation.
Evidence
Our accreditation reports are supportive as well as being honest and critical as required and we welcome customer feedback and discussion to any points raised. -
We make work accessible to people from all backgrounds.
Discriminating against potential job candidates, or employees based on the protected characteristics detailed in the Equality Act 2010 including: age, sexual orientation, gender, disability, race and socio-economic background leads to an unequal workplace environment and is breaking the law. An equitable workplace will generally have a high level of morale, which leads to better customer satisfaction.
Organise a Toolbox talk around equality and diversity -
In progress.
Toolbox talks are a simple, cheap and easy way to keep yourself up to date on what is important with regards to diversity with specific talks aimed at enhancing awareness of inclusion and respect. -
We have a focus on Health, Safety and Wellbeing.
All businesses have obligations to meet Health and Safety requirements but an efficient and responsible business really understands the difference a happy and healthy workforce can make - not least to its bottom line! Select this issue to explore actions to help you go beyond compliance or to share your existing good practice in this area.
Go beyond Health and Safety compliance -
In progress.
A basic approach to ensuring the Health and Safety of yourself and your staff is expected from all suppliers. Going beyond minimum compliance means fully understanding your risks and being pro-active.
Evidence
We actively seek information and support material from industry organisations that may be relevant and apply to our environment.
ECONOMIC IMPACTS
(Click on the panels to see our 'Actions')
(Click on the panels to see our 'Actions')
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We are keen to communicate with our customers
An effective and responsible business understands that customers can be your biggest supporters and so it is important to communicate openly and honestly with them.
Understand that communication is a two-way process -
In progress.
Find ways to ensure your customers can communicate with you and respond to the stories you are sharing with them. Social media can be a great way to establish dialogue with your clients but an old-fashioned feedback form can be just as effective. Think about what will work for you and your customers.
Evidence
All participants involved with specific initiatives are added to project management groups so that all messages are shared, accessible and visible at all times.
Ensure your staff can be responsive In progress
Your staff are often at the front-line when it comes to communicating with your customers. Make sure that communications messages are disseminated clearly and effectively so that messages are consistent no matter which messenger is used. Training for front-line staff is likely to be essential to ensure this happens consistently.
Evidence
All participants involved with specific initiatives are added to project management groups so that all messages are shared, accessible and visible at all times. -
We keep up to date with new technology or approaches to working so we can identify innovation or gains in efficiencies. New technologies or innovative approaches are often crucial to positioning and competitiveness. An efficient and responsible business understands the benefits that come from being efficient with resources.
Keep up-to-date with new developments within your sector -
In progress.
Businesses should make an effort to seek out new innovations within their sector, especially in relation to resource efficiency. Are there new options that can future-proof your company from rising costs? Are your customers keen that you offer new and improved products and services. Keeping up-to-date can be crucial.
ENVIRONMENTAL IMPACTS
(Click on the panels to see our 'Actions')
(Click on the panels to see our 'Actions')
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Our goods (or our people) travel. Whether your people or your goods travel there are impacts on health and wellbeing, the environment and, of course, the bottom line. Select this issue to explore actions suggesting sustainable travel options for your business or to provide information about your existing activities in this area.
Understand the travel impacts of your business -
Completed.
Determine what moves from A to B as part of your business operations and exactly how things are transported. This will help you develop a baseline for your sustainable travel plan or simply help you make the most obvious changes to your business practice.
Evidence
The service we supply and 90% of the way we conduct our business is carried out ‘Online’.
Explore your sustainable travel options -
Completed.
An efficient and responsible business will be striving to reduce dependence on polluting vehicles, exploring low carbon options and sourcing goods and services locally where possible. This will have environmental benefits, promotes health and wellbeing as well as impacting on your bottom line. Start by considering if the need for travel is business critical and then explore the most sustainable options that meet your needs.
Evidence
All regular meetings are online VOIP so travel has been significantly reduced.
Offer sustainable travel options -
Completed.
Whether updating your fleet, encouraging lift sharing or remote working for your staff or incentivising certain kinds of travel there are ways to make travelling sustainably part of your culture. Highlighting public transport options for your visitors, having somewhere for staff to store bikes securely or considering a government-supported cycle-to-work scheme might all be ways you can support sustainable travel. Try to extend the range of sustainable travel options you promote over time and think about linking to regional plans where possible.
Evidence
Individuals involved with our organisation work from home and the majority of business is conducted ‘Online’.
Share sustainable travel stories -
Not started.
Sharing positive stories helps create a positive culture either among your staff or with your customers. You can use them to demonstrate how new behaviours are being encouraged and report on benefits. Even the smallest initiatives can be an excuse to tell a positive story about your business. -
We are keen to communicate our environmental or sustainability commitments and performance. Having sustainability policies and plans embedded within your business provides an opportunity for you to communicate your ambition and progress. This might help you demonstrate leadership in your sector, align with your customers' values or simply enhance your position in the marketplace. Select this issue to explore ways to communicate your sustainability journey or to share your existing good practice.
Measure environmental impacts across your business -
Completed
A business can investigate its environmental performance offsite as well as on-site. Making step-wise efficiency improvements within your supply chain can help businesses to sell their products more competitively, increasing market share.
Evidence
This is crucial to our business and has already been addressed since all of our environmental impact is ‘Offsite’.
Demonstrate progress against this action plan -
In progress
At least one of your customers has encouraged you to use this tool to generate an Action Plan. The simplest way to keep them informed is to update it regularly with your progress.
