As part of the 2017 Q2 Customer Journey Experience (CJE) Jamie Pickles, Communications Manager,  spent a couple of hours with Mariska and the team in Thorpe responsible for Readymix shipping in Nigel Tozer’s Cluster 24.

Jamie wrote: “It was great to see the team’s clear commitment and drive in trying to find ways to improve processes, and the close and visible awareness they have of output and profitability – big signs in the office so all can see. There was also excellent communication between batchers, drivers, shippers and colleagues in other Clusters to plan best use of vehicles.

We also discussed recent frustrations with systems outages and materials deliveries, and I passed on a specific improvement opportunity the same day to help with Call Bob during system downtime. I think the CJEs are a very simple way for a large group of people in the business to improve awareness of the day to day direct interface with our customers, and a clear reminder that we are all part of the team providing a Superior Customer Experience.

Thanks Mariska and your team for making me so welcome!”