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Percci’s watchword for 2005 is service excellence
Posted on: Thursday, 13 January 2005. Article source: The Herald
THE Port Elizabeth Regional Chamber of Commerce and Industry (Percci) has said it intends to bolster its campaign to encourage and improve service standards in the metro this year.
Percci chief executive Alfred da Costa said the organisation’s accreditation project launched jointly with the Nelson Mandela Metropolitan University last year, would be implemented fully through continuous service staff training, accreditation and monitoring of businesses.
He confirmed that Percci had appointed Shatterprufe managing director Dave Coffey and a chamber board member to champion the campaign.
As project manager, Coffey would be responsible for ensuring the project’s implementation and management.
Commenting on the project, Coffey said Percci had already developed a programme which would require all businesses and service providers in all sectors to be evaluated and have their staff trained to provide better service in both the private and public sector.
Outlets would be judged during unannounced shopping visits by evaluators and certificates would be issued to businesses that have their staff trained and those that also meet evaluation accreditation requirements.
Coffey said the project would be run throughout this year to correspond with Percci’s vision “to have an excellent service standard in the metro by the 2010 Soccer World Cup.”
Project committee member Sandra Perks, of the NMMU, confirmed the university would be involved in service staff training.
Perks said that currently the committee was evaluating tenders relating to provision of training, monitoring and the accreditation services for metro businesses.
She said monitoring would be a constant effort and businesses that were still struggling after the training would be given further attention and advice on how to improve their service.
The chamber said it intended to have all sectors of business adopt a culture of service excellence which would sharpen the metro’s competitive edge.
Da Costa and Coffey urged all sectors of business – including the hospitality, public service, banking sectors, retailers and the municipality – to participate in the initiative.
Percci chief executive Alfred da Costa said the organisation’s accreditation project launched jointly with the Nelson Mandela Metropolitan University last year, would be implemented fully through continuous service staff training, accreditation and monitoring of businesses.
He confirmed that Percci had appointed Shatterprufe managing director Dave Coffey and a chamber board member to champion the campaign.
As project manager, Coffey would be responsible for ensuring the project’s implementation and management.
Commenting on the project, Coffey said Percci had already developed a programme which would require all businesses and service providers in all sectors to be evaluated and have their staff trained to provide better service in both the private and public sector.
Outlets would be judged during unannounced shopping visits by evaluators and certificates would be issued to businesses that have their staff trained and those that also meet evaluation accreditation requirements.
Coffey said the project would be run throughout this year to correspond with Percci’s vision “to have an excellent service standard in the metro by the 2010 Soccer World Cup.”
Project committee member Sandra Perks, of the NMMU, confirmed the university would be involved in service staff training.
Perks said that currently the committee was evaluating tenders relating to provision of training, monitoring and the accreditation services for metro businesses.
She said monitoring would be a constant effort and businesses that were still struggling after the training would be given further attention and advice on how to improve their service.
The chamber said it intended to have all sectors of business adopt a culture of service excellence which would sharpen the metro’s competitive edge.
Da Costa and Coffey urged all sectors of business – including the hospitality, public service, banking sectors, retailers and the municipality – to participate in the initiative.
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