The British Association of Removers is committed to the highest levels of service. As part of its continuous improvement programme, the BAR pioneered the new moving standard PAS 126. So, what are the next steps?
By August of 2009, all members of BAR’s Commercial Moving Group will have attained the PAS 126 standard. What does this mean in practical terms to the facilities manager? In short, by ensuring that you always use a BAR CMG member, it means that your commercial move will always be conducted to the highest industry standards.
PAS 126 was developed specifically for the benefit of the commercial moving sector. To ensure a successful move benefit (as well as peace of mind), FMs should always ensure that tender documents include this standard as a minimum requirement.
PAS 126 draws heavily upon the original 'domestic removals' quality standard BS EN 12522 and also shares some elements with BS EN 14873, the 'storage standard'.
These three standards have all been developed to provide the moving industry with recognised, specific and measurable benchmarks that are relevant to its activities - unlike more generic quality standards such as ISO 9001.
BS 8522, the commercial moves standard, is due to be published soon. - probably during the summer of 2009.
It covers the three phases of the typical move: initial contact, carrying out the job, and follow-up.
Broadening the scope
BS 8522 will build on PAS 126 to cover all these areas:
- Initial contact and preliminary information (taking inquiries, carrying out surveys)
- Professionalism of the personnel (performance and presentation)
- Competence of operational personnel (experience, training)
- Vehicles (suitability, condition and maintenance)
- Packing materials (suitability and adequacy of range and stocks)
- Contractual documents – specific contents of quotation and job sheet
- Subcontracting (firm to control subcontractors and ensure consistent performance and compliance with the standard throughout a move)
- Liability / provision of insurance
- Claims and compensation for loss or damage
- Equipment (adequacy, training of operatives)
- Health & safety
- Monitoring the service (customer satisfaction analysis and follow-up)
- Complaint and feedback handling
- Corrective action
- Quality policy contents, communication and review
- Quality manual – to contain all the operational procedures, certain other prescribed procedures including recruitment, training, maintenance of equipment, incident handling, quality control
- Document control.
The standard will require a demonstrable and measurable level of compliance and achievement against each of these elements. Systems and procedures that are in place to provide evidence of these will be audited and evaluated externally on an annual basis to ensure continued adherence and compliance to the standard.
Training for success
Clearly to support the implementation of these standards, as well as the ongoing adherence to them, all members of the BAR Commercial Moving Group are committed to thorough and effective training.
BAR Training Services provides sector-leading training to BAR members covering all of the key elements of the standard. They also provide these services to a range of public and private sector organisations and recently announced the launch of a Removals Apprenticeship Scheme that will be in place for commercial movers in September.
This total commitment to training benefits clients right across the commercial moving sector.
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