We do not define any process unless it will be seen to add value. We are also aware that many employees can view change as adding bureaucracy. Again we actively seek to eliminate pointless procedures and paper trails and replace them with procedures, technology and training that would add value to your client service and give your employees the freedom to exploit their creativity. Nobody likes procedures and controls but they may be necessary to meet the quality standards i.e. ISO 9000.

To many companies it may difficult to recruit enough senior managers with the right skills to define the types of processes, procedures and IT we are able to identify. Once processes and procedures are implemented and people are trained, there is often no need to re-evaluate them until such time, as the company grows larger or changes in the operating market dictate that a change is necessary. By working with AXTOL you are paying for the skills you need as and when you need them.

Our goal is to help you run your business more efficiently by helping you put in place processes and procedures as well as information technology and training that would support you strategy and ensure that all employees of your organisation understand how the company works, what is expected of them and how they should work. This leads to a consistent approach across the board and ultimately greater customer satisfaction with your products and services

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Excellent Customer Service is key to the success of any company. Your company will already be supplying good service, however as with most things in life, there is always room for improvement. An on-going Service Improvement Program will allow you to find out what your customers and staff really think of the service and identify initiatives to improve it. Sometimes the answers to improve Service lie in other areas of your company and not necessarily in the front line, which is why it is important to involve all staff in such an initiative.

Key areas that can be covered are:

• Customer Survey and Analysis
• Staff Survey and Analysis
• As-Is/To-be Defined and a Gap Analysis which forms the basis of an Action Plan
• Front Line Initiatives and Training
• Enhancements to IT
• Quick Wins

There are many more initiatives that can be included in a Service Improvement Program. Much of what and how we do depends upon your customers, the product and service you are offering, your staff, their training and management and IT.

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The image you present to your customers should be consistent across all areas of your business. Corporate identity says a lot about you and your company and how much attention you pay to detail. For example a good house style for all written communication shows consistency. A standard method of taking calls and greeting customers shows professional consistency. Taken further your premises should reflect the style and image your company is projecting.

If customers have read your companies literature, seen your products and Web site or used your services they should immediately feel familiar with the work environment you have created since it will be a reflection of how important you view quality and professionalism. Some of the areas we can assist with are:

• House Style and Standards
• Design of Forms
• Branding
• Web Presence
• Business Communications
• Event Management
• Publicity and Marketing

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Information Technology is one of the essential building blocks of the modern organisation in supporting business processes and achieving the business goals. It serves as a tool to implement business strategy and as a glue to hold the diverse processes and activities together in servicing the clients. It is linked to R&D, production, marketing and sales, logistics, HR, finance, administration as well as clients and suppliers.

A good IT Strategy with clearly defined objectives, policies, procedures and required resources is essential to the smooth running of any company. AXTOL can help you achieve the highest standards of professionalism by defining, documenting and implementing the following:

• IT Strategy
• IT Budget
• Project Management
• Call and Problem Management
• Contingency Planning
• Disaster Recovery
• Staff Guidelines
• General IT Policies and Procedures (IT Handbook)

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IT Infrastructure Library (ITIL) is the most popular, consistent and comprehensive documentation of best practice for IT Service Management. Used by many hundreds of organisations around the world, a whole ITIL philosophy has grown up around the guidance contained within the ITIL books.

ITIL consists of a series of books giving guidance on the provision of quality IT services, and on the accommodation and environmental facilities needed to support IT. ITIL has been developed in recognition of organisations' growing dependency on IT and embodies best practices for IT Service Management.

The ethos behind the development of ITIL is the recognition that organisations are becoming increasingly dependent on IT in order to satisfy their corporate aims and meet their business needs, this leads to an increased requirement for high quality IT services.

Each module is intended to facilitate the quality management of IT services and infrastructure in the organisation (by IT infrastructure, we mean organisations' computer and networks - hardware, software and computer-related telecommunications, upon which the systems and IT services are built and run). The codes of practice are intended to assist organisations to provide quality IT service in the face of challenges such as budgetary constraints, skill shortages, system complexity, rapid change, current and future user requirements and increased user expectations.

ITIL provides the foundation for quality IT Service Management. The widespread adoption of the ITIL guidance has encouraged organisations worldwide, both commercial and non-proprietary, to develop supporting products as part of a shared 'ITIL Philosophy'. A wide range and products and services are available. Non-proprietary products include the ITIL Books, Qualifications and the SMF.
AXTOL can assist you in implementing ITIL with consultancy, software tools and training.

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With our extensive experience of managing both multi-million large and small IT projects, we are able to offer a Project Management service to ensure the timely and within budget delivery of your IT Projects. Past projects include the Trading System development and implementation, Y2K and Electronic Deal Rooms to name but a few.

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Good HR Strategy, Management, Policies and Procedures play a large part in keeping your employees motivated and secure. People are probably your company’s biggest asset and so it is essential that they be taken care of. AXTOL can assist with the following:

• Staff Guidelines and Handbooks
• Contracts of Employment
• Termination of Employment
• Job Descriptions
• Appraisal, Recruitment and Disciplinary Process
• Training and Development Plans
• Advice on Employment Law, Shifts, Breaks, Working Hours and Patterns
• Maternity/Paternity Leave

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Ensuring your staff is up to date with the latest technology, programs and business processes will allow all your staff and Managers more time to devote to the key activities in running your business. The problem all too often is that Training can be expensive and it means losing people from the office for days on end. Training companies also tend to insist that you go to them, which further incurs travelling and hotel costs.

AXTOL offers over 900 course modules on-line on the Internet and can also arrange training at your premises, either in groups or on a one to one basis and at a time to suit you. Listed below are the courses we can arrange:

• Microsoft Word, Excel, PowerPoint and Outlook
• Project Management
• Time Management
• Business Communications
• Team Management Skills
• Equal Opportunities
• Interviewing Techniques and Staff Selection
• Equal Opportunities

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