Service Level Management. 5.1 In order to promote an integrated and timely approach to enquiries, the design service, the production of quotations, order processing, manufacturing planning, distribution and the resolution of problems etc, Anglian have committed to provide a dedicated central contact and service team (see Appendix ‘B1’), led by a senior empowered Account Director, to proactively manage and co-ordinate all of these activities. 5.2 Anglian’s dedicated Account Director (▇▇▇▇ St ▇▇▇▇▇▇▇):- is responsible for ensuring that Consortium members and all of their collaborative/purchasing partners receive the quality of product and standard of service outlined in this Service Level Agreement. shall be the single point of contact (with back-up support), for all enquiries or problems relating to orders, deliveries, problems on site, and other similar enquiries. shall be provided with the resources necessary to ensure that the service is effectively supported by a unified, co-ordinated, frontline team that is fully au fait with the standards of service detailed within the Service Level Agreement. This shall include the provision of senior management cover for when he is on leave or unavailable. be responsible for ensuring that Consortium members’ contractors, developers and other purchasing partners are provided with full details of delivery schedules, including dates and drivers mobile telephone numbers etc. shall ensure that any unresolved issues that may occur from time to time are actively and promptly addressed, are dealt with as fairly and equitably as possible, and are monitored closely through to completion. 5.3 Anglian’s dedicated Account Director shall be supported by a client focussed Office Manager responsible for:- fully understanding the SHA/SDC/Westworks framework agreement and ensuring, as far as is practical, that Anglian delivers the service laid out in the Service Level Agreement. acting as a focal point and first point of contact, at a daily operational level, for all telephone or e-mail enquiries. ensuring all enquiries are actioned in a swift and efficient manner and that a response is provided in a timely fashion. ensuring that all enquiries are referred to the relevant person, and that a response is provided. attending progress meetings when appropriate; taking notes and ensuring points raised are actioned. monitoring/attending weekly internal review meetings; being proactive in ensuring that windows etc are placed into production at the right time to meet agreed programme requirements closely monitoring the installation programme; ensure works are progressing as planned, arranging resourcing etc solutions where issues affecting planned progress are encountered. building relationships with the key client contacts. 5.4 Sovereign shall also seek to encourage its collaborative/purchasing partners to appoint single points of contact for Anglian. 5.5 Windows for New Build projects shall be progressed in broad accordance with the Protocol Flow Chart – Appendix ‘D1’. 5.6 Replacement Windows to existing properties shall be progressed in broad accordance with the Protocol Flow Chart – Appendix ‘D2’. 5.7 For properties in occupation, engagement with residents shall in broad accordance with the Resident Communication Procedure – Appendix ‘D3’.
Appears in 1 contract
Sources: Service Level Agreement
Service Level Management. 5.1 In order to promote an integrated and timely approach to enquiries, the design service, the production of quotations, order processing, manufacturing planning, distribution and the resolution of problems etc, Anglian have committed to provide a dedicated central contact and service team (see Appendix ‘B1’), led by a senior empowered Account Director, to proactively manage and co-ordinate all of these activities.
5.2 Anglian’s dedicated Account Director (▇▇▇▇▇▇▇ St ▇▇▇▇▇▇▇):- ✓ is responsible for ensuring that Consortium members and all of their collaborative/purchasing partners receive the quality of product and standard of service outlined in this Service Level Agreement. ✓ shall be the single point of contact (with back-up support), for all enquiries or problems relating to orders, deliveries, problems on site, and other similar enquiries. ✓ shall be provided with the resources necessary to ensure that the service is effectively supported by a unified, co-ordinated, frontline team that is fully au fait with the standards of service detailed within the Service Level Agreement. This shall include the provision of senior management cover for when he is on leave or unavailable. ✓ be responsible for ensuring that Consortium members’ contractors, developers and other purchasing partners are provided with full details of delivery schedules, including dates and drivers mobile telephone numbers etc. ✓ shall ensure that any unresolved issues that may occur from time to time are actively and promptly addressed, are dealt with as fairly and equitably as possible, and are monitored closely through to completion.
5.3 Anglian’s dedicated Account Director shall be supported by a client focussed Office Manager responsible for:- ⮚ fully understanding the SHA/SDC/Westworks framework agreement and ensuring, as far as is practical, that Anglian delivers the service laid out in the Service Level Agreement. ⮚ acting as a focal point and first point of contact, at a daily operational level, for all telephone or e-mail enquiries. ⮚ ensuring all enquiries are actioned in a swift and efficient manner and that a response is provided in a timely fashion. ⮚ ensuring that all enquiries are referred to the relevant person, and that a response is provided. ⮚ attending progress meetings when appropriate; taking notes and ensuring points raised are actioned. ⮚ monitoring/attending weekly internal review meetings; being proactive in ensuring that windows etc are placed into production at the right time to meet agreed programme requirements ⮚ closely monitoring the installation programme; ensure works are progressing as planned, arranging resourcing etc solutions where issues affecting planned progress are encountered. ⮚ building relationships with the key client contacts.
5.4 Sovereign shall also seek to encourage its collaborative/purchasing partners to appoint single points of contact for Anglian.
5.5 Windows for New Build projects shall be progressed in broad accordance with the Protocol Flow Chart – Appendix ‘D1’.
5.6 Replacement Windows to existing properties shall be progressed in broad accordance with the Protocol Flow Chart – Appendix ‘D2’.
5.7 For properties in occupation, engagement with residents shall in broad accordance with the Resident Communication Procedure – Appendix ‘D3’.
Appears in 1 contract
Sources: Service Level Agreement