On-site dependability

Ticketmaster UK Ltd
Systems Accountant
Joe Martin

Our training is better because we take more care. Here's how...

The graph depicts rising on-site delivery feedback, equating to rising client satisfaction & ROI. Many other factors are tracked.

19 years ago, the incidence of our logistical errors was much higher than today. We felt we could improve this with an automated logistics system that handled many critical issues.

The system now treats each on-site event as a project to be managed. For many items, the relevant individuals are automatically reminded, and an exception report is sent to our logistics team at intervals leading up to the event. These automatic prompts remove significant human error. This evolution continues and is core to our culture.

Sample critical path items (not exhaustive):

• Trainer & client expectations negotiations.
• Production & delivery of Training courses supporting documents.
• Venue location
• IT equipment if required
• Drinking water
• Parking
• Lunch arrangements
• Web access
• Trainer availability

Another significant improvement to client satisfaction and ROI is the continuously improving trainer skills sets.

19 years ago we achieved a satisfaction rate of 87.1%. Today, we are proud of the 98.7% customer satisfaction rate this approach has made possible.

National Physical Laboratory
Business Development
Leon Lobo

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Sample report, one of many (automated alert)