Quality & client satisfaction
Understanding our clients’ needs and delivering the highest standards of technical expertise, competence and excellence are essential to our success.
We take a partnership approach to achieving shared aims and forging strong and long-lasting relationships. Feedback, review and continual improvement are central to the process.
Many of the Group’s markets demand sector-specific customer support frameworks and it is the managing directors of our businesses who are responsible for customer management. They report to the Chief Executive who is ultimately responsible for customer management across Atkins.
Quality management systems
We deliver effective quality management through the development and implementation of formalised management systems. These enable not only the control of key processes, but also the capture of customer feedback as a means towards continual improvement.
The management systems operated within the Atkins Group are maintained to meet and exceed the requirements of the International Standard BS EN ISO 9001: 2000 entitled "Quality Management Systems - Requirements". By 1 April 2007, 95 per cent of our businesses were ISO 9001 certified – including all of our operations in Europe, the Middle East and China.
Customer feedback
The customer feedback process remains one of the key mechanisms for ensuring we continue to meet client expectations, and it provides us with the means to develop effective improvement initiatives.
Each Atkins business has developed its own approach to capturing customers’ views, either when a project is completed or at key stages of a project’s development. Information is collected via a confidential questionnaire, by interview or through other means.