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Name: Le Ngoc Tuong Vi (Vicky)

Class: SUD 10

I.

Quality of Portakabin and services provisionPortakabin is a member of the Shepherd Group, one of the leading private family-owned

businesses in the UK. Portakabin has been producing modular buildings that can be constructed

quickly and simply. These are buildings which are manufactured in one place and then

transported to another to provide unique solutions to the accommodation needs of its customers.

The mission of Portakabin is To provide peace of mind for our customers across Europe

through quality buildings and services" so quality is one of top level objectives for the company.

Portakabin is a leader in building with 17% of the UK market for modular buildings by innovates

and develops their products to meet the varying needs of a wide range of different customers.

Customers like a life blood of Portakabin, they usually want products with good quality and low

price. However, Portakabin provide products with high levels of quality at premium prices. For

this reason, Portakabin should provide service quality levels consistent with customer

satisfaction and the organizations objectives.

The basic concept of the total quality management philosophy is continuous process of

improvement. It means that there is no acceptable quality level because the customers needsvalues and expectation are constantly changing and becoming more demanding. Therefore,

Portakabin uses a Quality Management System. The purpose of this is to make sure that every

aspect of what the company does is designed to give customers what they want.

About performance, Portakabin ensure that their products and services is ready for the

customers use at the time if sale.If customers choose to hire or buy Portakabins building, the

company promises that customers project will be completed on time and on budget.

Furthermore,when customers work with Portakabin, they are assured of the highest standards ofcustomer service, as set out in our unique Customer Charter.

Building was construct by Portakabin has many features or attributes of product or service. For

example, the brand new Ultima Building System gives customer more structural and aesthetic

flexibility than any other modular technology on the market. Portakabin Ultima Building use

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insulation materials that have zero ozone depletion potential (ODP) and a low global warming

potential (GWP), enables customers to achieve significant savings in carbon emissions and

running costs.1

An emphasis on customer service is a method for Portakabin to give the customer added value.

The company never stops looking for and finding ways to serve their customers better, even if

their customers are not complaining. Portakabin will take on the customer's project from start to

finish with their services. The company introduces their products and give advises insider guide

to modular construction for customers by FREE RIBA-approved CPD seminars. Portakabin

provides project-management services, Architectural services, Free surveys,Visit Portakabin for

customer while they build customers project.

A warranty forces Portakabin has to focus on the characteristics of product and service quality

and is a guarantee of customer satisfactions. The service customers receive from Portakabin does

not end once customers building is installed. The company wants to ensure that customers

Portakabin building continues to provide optimum performance for life, for this reason they offer

a range of maintenance, reconfiguration, refurbishment, relocation and repair services by

Customer support.

With socioeconomic development, the living standards of people are more and more increase.

Customers are willing to pay higher price to obtain value. Costumers are constantly evaluating

Portakabins products and services against those of their competitors to determine who provides

the greatest value. For instance, Portakabin building range is divided into self-contained

'portable' buildings that are delivered ready for immediate use, and 'modular' building systems

that use individual building modules to create larger buildings of any size.

Portakabin buildings can be erected almost anywhere in the world. Portakabin is able to deliver

the same high quality buildings across the globe because it closely monitors processes and

standards during production at the Portakabin site. Portakabin is able to deliver value to

customers by manufacturing products that exactly meet customer requirements.

1http://www.portakabin.co.uk/ultima-building-system.html

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About reputation, Portakabin buildings can be erected almost anywhere in the world. Portakabin

is able to deliver the same high quality buildings across the globe because it closely monitors

processes and standards during production. Portakabin is able to deliver value to customers by

manufacturing products that exactly meet customer requirements.

II. Quality ManagementQuality is a top level objective for the company therefore Portakabin uses a Quality Management

System.Quality Management System provides guidance for the continual improvement efforts

including the quality and reliability of our products, processes and services, customer

satisfaction.

In Portakabin internal environment, the company not only wants to make customer satisfaction

by to improve and develop their products but also wants to make their employees satisfaction.

Joining a member of Portakabin, people are in an international work environment-friendly,

creative and dynamic. Portakabin motivate their employees by rewards for employees

dedication and skills.

Forexample, in return for employee commitment, skills and expertise, they will enjoy a

rewarding career with a well-established, stable employer that prides itself on looking after its

people. In 2010, Portakabin achieved a top Dun and Bradstreet credit score rating of 1, putting itin the top 15% of UK companies. As a member of the Shepherd Group, Portakabin is part of one

of the leading private family-owned businesses in the UK, employing around 3,300 people.2

Everyone who works for Portakabin is encouraged to suggest ways of improving production.

New ideas bubble up from employees at every stage. An employee in stores may have a good

idea about how to manage stock more effectively. The company focuses on inspiring and

engaging their employees, so the employees that are eager to help Portakabin maintain and build

on company success. Portakabin employees will be offered relevant high-quality training anddevelopment opportunities, providing them with new skills and opening up new opportunities.

Everyone is therefore working to improve quality and give better value to customers.

2http://www.portakabin.co.uk/careers.html

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Portakabin develop their range of buildings around its own market research, which discovers

customers' precise needs. The company knows how important it is to offer optional extras, such

as high quality carpeting, fitted furnishings and climate control systems to provide a quality

working environment. Moreover, Portakabin being able to offer not only the building but also

gives the customer a quality 'one-stop-shop' service.

The other source of quality control is external such as national building requirements and

standards, ISO, etc. ISO is the International organization for standardization. It is the largest

developer and publisher of international standards operating with a framework of 162 countries

co-ordinated by a central secretariat in Geneva, Switzerland.

Portakabin is approved to meet the International Standards ISO 9001 and ISO14001. In order to

gain these awards, the company must prove their achievements to International Standards

Organizations. Being accredited to International Standards tells customers that an organization

meets the tough guidelines set by awarding bodies.

The ISO9000 family focuses on what the organisation does to fulfil the customers quality

requirements and applicable regulatory requirements while aiming to enhance customer

satisfaction and achieve continual improvement of its performance in pursuit of these

objectives.3

Meeting ISO 9001 shows that Portakabin has a Quality Management System which among other

things ensures that:

Portakabin has a documented set of procedures for all key processes in the business andthat these processes are checked for efficiency.

The group's Quality Systems Manager (QSM) is responsible for ensuring that Portakabin

has in place systems that guarantee quality throughout the Group. The QSM has created

an electronic system that all PCs throughout the whole company can access to managequality. One of the system's key features is the 1-page Quality Manual that defines the

requirements of the Quality Management System. This is easy to communicate both

within the organization and also to customers.

3http://www.iso.org/iso/iso_9000

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Portakabin outputs are checked for defects and put right where necessary.The company also offers key services such as Total Solutions - a planning and project

management service for customers wanting to hire modular buildings. Portakabin also

offers a wide range of support services to clients for whom a modular building is part of a

larger plan. If requested, Portakabin will take on the customer's project from start to

finish. This includes managing planning applications, project management and providing

health and safety advice, as well as providing access for the disabled.

ISO 14000 is worth mentioning as it is concerned with Environmental Management. Its aims

are to minimize harmful effects on the environment caused by its activities, and to achieve

continual improvement of its environmental performance.4

Meeting ISO 14001 shows that Portakabin also has a well-organized environmental management

system. An environmental management system helps an organization to reduce its impact on the

environment and minimize pollution.

The emphasis on quality can be illustrated by the Portakabin Lilliput products. Lilliput

Childrens Centres are designed to be child-focused.5They meet the tough safety and care

standards that have been created to protect children:

The Childrens Centres provide a resource for the whole community. They can be built in half the time it takes to build using traditional methods. Multi-functional rooms can be used as kitchens, crche facilities, and training rooms as

well as nurseries.

This contrasts with the much slower process of traditional building with bricks and mortar. These

buildings take far longer to construct and building work may be delayed, for example, by poor

weather.

4http://en.wikipedia.org/wiki/ISO_14000

5http://www.portakabin.co.uk/lilliput.html