INTRODUCTION OF A SYSTEM TO IDENTIFY THE ADDED VALUE OF TECHNICAL ADVICE AND SUPPORT TO CUSTOMERS

The Highways Agency Business Plan (1997-98) has a key objective to introduce a system to identify the added value of technical advice and support to its customers. The paper illustrates how the task has been implemented in a specialist geotechnical advisory group in order to add value to projects. The paper demonstrates the application the UK/European Business Excellence Model to measure and achieve continuous improvement. The paper also considers communication between a client and the geotechnical industry using the Johari Window Model. (A) For the covering abstract see IRRD E102464.

Language

  • English

Media Info

  • Features: References;
  • Pagination: p. 349-57

Subject/Index Terms

Filing Info

  • Accession Number: 00779210
  • Record Type: Publication
  • Source Agency: Transport Research Laboratory
  • ISBN: 1-86081-251-1
  • Files: ITRD
  • Created Date: Dec 7 1999 12:00AM