Laserfiche WebLink
<br />F REESE AND <br />NICHOLS: <br /> <br />HELPING YOU <br /> <br />PROTECT YOUR <br /> <br />WATER SUPPLY <br /> <br />CLIENT SUPPORT PHILOSOPHY AND METHODOLOGY <br /> <br />FNI understands the importance of service, support and quality control. As a means <br />of achieving the goal of complete client satisfaction, the firm has developed a <br />strong philosophy of project management and client support. The FNI project <br />managers manage by deliverables. The project manager identifies all deliverables <br />from final plans and specifications to bi-weekly one-page status report and sets a <br />firm timeline. This focus stresses the importance of keeping the project schedule, <br />carefully monitoring the progress of the project components, and keeping the lines <br />of communication active and open, <br /> <br />FNl's project managers seek first to understand and then be understood. The <br />majority of the project manager's communication time is spent listening- <br />understanding the client's needs and expectations, understanding the resource <br />needs of the project team members and understanding the issues inhibiting <br />progress of the project. <br /> <br />FNI project managers require the submission of a <br />one-page status report from all project team <br />members on a bi-weekly basis. The reports are a <br />snapshot of the project status that allow project <br />managers to detect possible issues and delays that <br />will adversely affect the project schedule and <br />budget. Every month a summary report will be <br />submitted to the client three days before the <br />monthly progress meeting. The report includes <br />summary information for the following: <br /> <br />· Progress to report this period <br />· Pending issues <br />· Issues impacting budget or schedule <br />· Progress anticipated next period <br /> <br />.. ------~. <br />.....-- --.- <br /> <br />TO '...,_0.-......... <br />~'" "" <br />OAT. 1/2'-1 <br />:- =.C=f_~.'1_4 <br /> <br />~-=- <br />. ~..:~~::1'~...;::::~:: ~~:.::; ~-, <br />. II_"""___"'----_...,.--'~ <br />. ::~_..._-~...~"""""""'..----.._:..."" .....: <br />. -.g~____...1D,.ot;_'l)o___._.... <br />.. d;"~.~~~c;__......-.. <br />. ==:.~~~-:~~~.-::-..~. <br />. ._':.-' ____~._T..~_h....fI>... <br />. ;:,oo,_.l"1DI"_._"'~_~._ <br />. !_;::~..~-~.......... <br />, .lll__'......._..._.,__~...-., <br />. iHl~'<>...._."....",........,....:,.._._.._'_.:ani <br />-- <br />. :...~,,---,...~_......._.....-.. <br /> <br />,-.-- <br />:~:::;:: :~~::;.~.:..~~.w~ <br /> <br />--- <br />. ::...-,c.,...__--~r."....o.:;...-._..- <br /> <br />When applicable, the report also includes project <br />completion statistics and photographs. <br /> <br />FNI measures success with the use of client surveys. The data from <br />the surveys is distributed to the project manager, the operations <br />manager and the client representative for review and analysis, <br />Effective client support and client satisfaction is essential to the <br />continued growth and success of FNI. FNI management will adjust <br />company policy to correct any deficiencies in customer satisfaction. <br /> <br />Client Satisfaction <br />scores average <br />4.5 out of a 1-5 rating with <br />5 being excellent. <br /> <br />Innovative approaches. , <br /> <br />.. <br /> <br />Fr.... and Nichols <br /> <br />practical results <br /> <br />Vulnerability Assessment and Emergency Response Plan SOQ page 9 <br />