Quality control
A project manager is assigned to each project and he or she is the constant – but not the only – point of contact. A second account manager will be fully involved in this project, and she, in addition to the design team, led by our head of design, will also be ‘on call’ at all times to ensure that you get answers to queries whenever they need them, and the absence of one individual in our team will not hinder any flow of information. The project manager has overall responsibility for: project planning; client liaison; budget and schedule control; co-ordination of any subsequent implementation; and delivering the right results. In other words, quality control is built into the project manager’s role, as it is for all our key staff.
Budget estimates, schedules and briefs are agreed before any creative work begins. Contact reports are issued after major meetings or phone calls, and cost status reports are prepared as required. All delivery dates are agreed at the initial briefings, and these are followed by the provision of a full delivery schedule.
We provide pro-active communications regarding progress, approvals, and schedules. Project managers also respond to any issues or complaints immediately. We arrange debrief meetings on completion of jobs to discuss projects and potential developments for the future. These meetings are a further opportunity for us to ensure that our knowledge of the client and their work is up to date.
Additionally, we have an evaluation process informed by feedback questionnaires which clients receive and return to us on the completion of projects.
We have instilled in the company not only a strong service ethos but also a culture whereby individuals take responsibility for their input to every project. This is consolidated through training and personal development, but more importantly it is a mindset which is a central feature of our culture.
Our checks and controls lead to the highest quality of work, and we reject work which does not reach the high standards we set ourselves. Our production/systems manager also regularly examines print jobs on press and makes final adjustments. This ensures that the print quality is of the highest standard and that the final delivery not only meets but exceeds the client’s expectations.
Risk
Our strategy for managing problems is straightforward. We have processes in place, refined over more than 30 years, which mean that we genuinely manage risk, not react when risk becomes reality, and we have a critical path method which gives us the opportunity of revisiting and assessing risk at various stages.
We start by anticipating and assessing the risk associated with each project. Typically this will centre on issues such as schedule and budget but can also include changing political landscapes, altered priorities, and absence or change of client decision-makers.
By anticipating problems, we can communicate positively with clients and highlight where issues may be and how we would suggest managing them. This partnership approach is one which we believe works best and good communication inevitably has one of two results: either the risk and the associated potential problem is simply averted or it is confirmed as an issue and a strategy for dealing with it can be put in place.
As a general point, we have found that most risk arises from lack of knowledge or communication. Our risk management process therefore focuses on our initiating good communication internally, with our client, and with any other suppliers, and on our ensuring that we have the best knowledge possible about the client and all aspects of the project. This knowledge is also shared, as appropriate, with any other supplier (photographer, printer etc).
We will always go the extra mile for clients and ensure that problems are resolved to their satisfaction. Our team is fully committed to resolving problems – whether strategic, financialor practical.
Accessibility
Accessibility standards are a fundamental consideration for each project we undertake. We want to ensure inclusivity and accessibility for all individuals, regardless of their abilities. We are committed to meeting the requirements outlined in the Equality Act 2010, as well as WCAG 2.1 (Web Content Accessibility Guidelines) Level AA standards. Our approach includes designing for diverse needs, such as visual, auditory, physical, and cognitive disabilities, by incorporating features like clear typography, alternative text for images, colour contrast, keyboard navigability, and screen reader compatibility. This commitment not only fulfils legal obligations but also aligns with our core values of inclusivity and user-focused design, ensuring that our brand is welcoming and accessible to the widest possible audience.