Quality Assured - Cygnia Maintenance

Cygnia set the standards for quality in retail signage

Cygnia prides itself on its ability to be flexible and move quickly to accommodate the changing needs of an evolutionary market. In recent years the retail world has seen significant change in the property management function, as more and more retailers have sought to outsource on-going supply via FM companies, helpdesk companies etc.

This has increased the need not only to improve significantly the level of service provided, but also to become innovative in designing and maintaining self-measurement techniques. At Cygnia we have succeeded on both fronts and now take pride in our ability to meet the SLA’s of a demanding client base and in demonstrable measurement of KPI’s. These controls enable us to provide a level of service considerably beyond the ability of our competitors and, as such, we remain market leaders.

CASE STUDY

SUB FASCIA INSPECTIONS AND REPAIR

Cygnia conduct full sub fascia rebuilds from both timber and aluminium framework

Minimum grade of timber is 18mm class 3 plywood. All timber is sealed with gloss paint to exposed edges

Weatherproof flashing is then installed to protect the timber from future water ingress

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High Level Quality Assurance

Examples of measures we take to ensure quality service include the following:

Self-Monitoring

Cygnia employs an open-book policy with regard to measurement of Key Performance Indicators, and statistical analysis of our activity can be forwarded to all customers at any stage. This is provided by way of extraction from our internal breakdown log and client specific KPI measurement statistics.

Field Quality Control

Cygnia ensure quality service delivery in terms of Health & Safety compliance, quality appearance and attitude on site and quality of workmanship. This involves post-visit site checking, surprise visits to crews on site and completion of client satisfaction questionnaire on site. Any unsatisfactory response is investigated and a conclusive report is made available for inspection by the client.

Contract Review Meetings

To ensure that client satisfaction is maximised an Account Manager is assigned to each contract to ensure that all client requirements are met. High profile contract management is applied, the minimum of which is a number of pre-arranged contract review meetings throughout the year – usually quarterly – at which all or any contract issues can be discussed fully. Should the client require additional meetings at any point during the contract the Account Manager would be available for this purpose.