Safety, Quality, and Productivity
We will operate safe, healthy, and highly productive workplaces, delivering efficient services to our customers.
1. Safe workplaces
We have an unrelenting focus on the objective of ensuring all employees, supply partners, customers, and any other person affected by our work, return home safe and unharmed each day.
A key component of our culture is our Be There for Life Zero Accident programme, which connects work activities with a personal understanding of behavioural safety.
Our focus is to build systems that keep health and safety a number one priority— systems that train employees, improve reporting, monitor trends, and encourage improvements that stop accidents from happening.
As well as implementing these systems, we continue to build upon our safety culture through education and behavioural change. Together, our efforts have had a quantifiable effect on our goal achievements. In the past, our accident frequency rate has finished at 0.13, exceeding more than a 10% reduction. We continue to experience an increase in minor/no lost-time/ first-aid accidents; however, this is attributed to increased site-based reporting of accidents via our effective reporting system.
EMCOR UK has achieved the ISO 18001 certification, which recognises our company as having a safety management system qualified to a global standard.
Our goal is zero injuries. It’s that simple. We strive for zero injuries, every single day of the year. To achieve this, we follow a multi-tiered, integrated approach to safety designed to educate and inspire employees to work carefully and safely. Our safety goals are also aligned with those of our parent company, EMCOR Group, Inc.
2. An efficient and productive workplace
A highly productive and efficient workplace enables us to maintain a sustainable business delivering exceptional services to customers.
At the heart of this strategy is our WorkSMARTCW3 programme, which enables us to share knowledge—communicating good working practices, new products, and processes that have been proven to reduce risk, improve quality, and satisfy customers.
WorkSMARTCW3 encourages employees to submit ways in which they think the business could be developed—and not just in terms of improving health and safety. Whether it is reducing costs, streamlining processes, or improving efficiency and productivity, our process for submitting ideas is simple and integrates with our online system. Ideas are then stored in our “virtual book of change” and shared throughout the business.
Our goals moving forward are to continue with the favourable progress we have made in the WorkSMARTCW3 programme. By continuing to encourage our employees to be vocal about ways to improve our business, we will persist in increasing employee submissions.
3. Business continuity
We ensure that Business Continuity Plans (BCPs) are in place in order to prepare for natural and man-made events that may have an impact on business activities.
By periodically revisiting our main offices' BCP's, we ensure that we are fully up to date and aligned to BS 25999. Business impact analysis documents are completed by each department, along with dispersal plans, to ensure minimal impact or loss of service in the event of a major incident that might prevent access to our offices.
We will continue to periodically assess our BCPs, so that we are as prepared as can be for unforeseen events that can affect our business. We will also continue regular communication with our employees about our BCP policies and processes.
4. Customers at the centre
We recognise that by anticipating and responding to customer needs, and by looking for ways to continuously improve, we can achieve exceptional customer satisfaction.
One of the ways we keep customers at the centre of our organisation is by initiating periodic customer satisfaction surveys. We’re able to respond quickly and accurately to our customers’ needs, allowing us to achieve outstanding customer ratings.
We’ve developed a customer excellence strategy centred around:
- Developing service procedures that will demonstrate customer excellence and rolling them out across the businesss
- Recording and monitoring day-to-day customer feedback
Our customer satisfaction activities include the following:
- Service procedures for asset maintenance, front of house, and stakeholder feedback
- A guidebook focused on customer excellence
- A customer excellence training course for employees to supplement their development.
Our goals moving forward are to continue developing and implementing core service-stream procedures while developing new training tools. We’ll also continue utilising our customer excellence forum to share best practices and roll out new initiatives.
5. Employee wellbeing
We care about our employees’ wellbeing. If our employees are happy, healthy, motivated, and enjoy being at work, they will be at their most productive. The most effective way of doing this is to encourage employees to take control of their own health.
In addition to our long-standing employee assistance programme, all of our employees have access to our scheme provider’s health and wellbeing portal. This portal includes access to a self-assessment health check, on-line advice and information, and fitness monitoring. This arrangement provides a solid platform for us to proactively engage with all our employees on the matter of healthy lifestyles.
Additionally, we provide annual BUPA wellness health check-ups for our managers. We also have a number of wellness days at our largest workplaces, including “eating fruit” days and “lunchtime walk and stretch” days.
Our overall goal as an organisation is to become healthier. We do this by delivering campaigns for improving employees’ healthy lifestyles through our “My Health Counts” education and awareness programme. We also continue to hold employee wellbeing events by department / team / account, promoting one specific aspect of wellbeing per event.