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Customer Care - The Rosti Way
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Rosti: caring for our customers
At Rosti, we don't presume to know what makes our customers happy, or that we know how to measure their satisfaction. We ask the questions of the people who matter. And our customers have told us that 100% OTIF(On Time In Full) delivery, combined with low level PPM delivered quality and responsive attitudes to ever changing delivery schedules are what they expect: week in week out. We call living up to these expectations Customer Service.
We also believe that while these may be 'the basics', our customers' needs are in reality more complex. Which is why, in 2008, we launched our Customer Care Programme.
With its aim to help make Rosti the first choice when choosing a strategic manufacturing partner, this programme was launched in 2008 throughout all of Rosti's sites. It is now our standard offering; the opportunity to excite our customers. Every day.
At every site around the world, we have created a dedicated Customer Care Centre. Using a visual "At a glance" system, we demonstrate the current status for every thing we set out to achieve for each of our customers, great and small, so that swift, effective corrective actions can be implemented as, when and exactly where they are required.
Each Centre functions as a focal point for driving improvements with customers - both internal and external – fulfilling a number of practical roles such as: daily Customer Care reviews and departmental reps meetings, daily production meetings, internal customer meetings, quality updates, NPI meetings - and as a key location in the company for new employee induction program.
All of Rosti's KPIs... read more