What can you say about Luton Borough Council?
Building & Technical Services, Luton Borough Council was founded in 2007 and currently employs 265 staff. BTS carries out the housing repairs, and improvement works such as renewing kitchens, bathrooms and heating and electric upgrades for Luton Borough Council properties along with new builds.BTS operates its own 24-hour Repairs Control Centre (RCC).
The BTS operates under the Luton Borough Council’s mission statement
‘The needs of Luton’s people will be first in everything we do. BTS, under the umbrella of the above statement, is ‘building for the future.’
The performance objective or the way I call them success factors of an organization consists of Quality, Cost, Speed, Dependability, and flexibility. I now understand that the said performance KPI and factors play an important role in the success of any operations. Let’s explore them one by one from my organizational point of view.
BTS calls center does not have any competition in the market, and it is an almost monopoly when it comes to repairing and maintaining council properties. Based on this fact, I have taken into account customer satisfaction as the main goal rather than a competitive advantage and operational success.
Quality for BTS means providing excellent customer service and doing things right the first time. By doing the things right first time means the end product outcome should be what customer is expecting
Externally the quality of the services will increase or decrease the customer satisfaction. Internally the higher customer satisfaction will lower the cost as a repair will be completed right first time if all the right questions are asked during the first call. The highest order qualifying factors will result in higher customer satisfaction which will lead to low costs and high dependability
Following is the competitive factors (Customer Satisfaction Factors) for BTS. The order qualifying criteria are the minimum acceptable level of service a customer expects without with a service will falter and will not work resulting in a greater number of complaints and dissatisfaction.