3-06-2014 meet the buyer Balfour Beatty

Supply Chain Briefing- Aberdeen
3rd June 2014
George Hood – MD, Balfour Beatty

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Agenda
● Doing Business with Balfour Beatty – Andrew Gordon – Balfour Beatty
● Hub North Scotland – Steve Petrie
● Zero Harm and Delivery of our Projects – Simon Hunter – Balfour Beatty
● Employment, Training and Apprenticeships – Vanessa Gallant – CITB
● Community and Sustainability – Steve Petrie – Balfour Beatty
● Questions and Answers
Our Dream - A 5 Star Customer Service
Northfield Academy
- Aspire to be outstanding
Virgin Holidays
- Our magic touches are those little extras,
the unexpected stuff, the cherries on top
that turn good into awesome.
Marks and Spencer
"It's all about creating a
working
environment
that
encourages people to add to
their skills, and where they're
provided with everything they
need to achieve”.
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SAGA
- Nothing is too much trouble
BrewDog
Our biggest mission when we set up
BrewDog was to make other people as
passionate about great craft beer as we are.
And that is still our biggest mission today.
John Lewis –
Our purpose is 'the
happiness of all our
members, through their
worthwhile, satisfying
employment in a
successful business',
What's Important to us?
 Our
Customers
 Our
People
 You
 Safety
 Our
Communities
 The
Service we Deliver
 Profit
5
Doing Business With Balfour Beatty
Andrew Gordon
Doing Business with Balfour Beatty – Andrew Gordon

How we operate
●

7
We want there to be no doubt about
how we will always operate; no doubt
about how we will treat people
wherever we work; and no doubt about
the things we not do or be a part of.
What we expect of you we also
expect of ourselves.
Doing Business with Balfour Beatty – Andrew Gordon
Our
reputation
depends on all of us
– what we decide,
what we do.
8
Reputation : noun : usually singular
the
opinion that people in general
have about someone or something,
or how much respect or admiration
someone or something receives,
based on past behaviour or
character:
9
Integrity
We always do what is right
We are fair and open with everybody
We do not walk past what is wrong or unsafe
We keep our promises
We support everyone for doing the right thing
10
Teamwork
We are better together
We listen to each other and share knowledge
enthusiastically
We willingly combine our expertise
We work at creating excellent relationships
We act as if we are part of a bigger picture
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Excellence
We strive to improve and exceed expectations
We go the extra mile to deliver
We do not tolerate underperformance in ourselves
or in others
We will not compromise on safety or quality
We constantly look for innovative and creative
solutions
12
Respect
We appreciate others and care about the wider
communities
We care about how our actions affect others and
the wider environment
We treat everyone equally and embrace difference
We encourage everyone to achieve the maximum
potential
We appreciate the skills and abilities of others
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Balfour Beatty Fast Payment Scheme
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Balfour Beatty fast payment scheme
15

Voluntary finance scheme for BB Supply Chain

Helps SC by accessing low-cost finance

Access to payments as soon as invoices are approved

Register on BB online portal: e-mail to
supplychainfinance@balfourbeatty.com

log in to access fast track payment

a small interest charge per payment, which is significantly lower
than rates available to supply chain
To offer your services to Balfour Beatty contact;
Andrew
Gordon – Civil Engineering Projects
●Andrew.gordon@balfourbeatty.com
01224 717704
David
Steel – Building Projects
●David.steel@balfourbeatty.co.uk
01224 717791
hub North Scotland
Steve Petrie
What is hub
Overarching Objective of hub
‘To improve the efficiency of the community infrastructure delivery, with
particular emphasis on supporting the provision of more joint services across
local authorities, health boards and other community partners.’
Outcome
•
Helps meet a need for increased joint service delivery between public
sector bodies
• Moves away from relatively expensive and time consuming one-off
procurements
• Achieves better value for money through long term partnership
Who is hub North Scotland

hub North Scotland is the joint venture company which has
been formed to deliver an estimated pipeline of £435m over the
next 10 years.

hub North Scotland Ltd comprises:
• Private Sector Development Partner
- 60%
• hub North Territory Participants
- 30%
• Scottish Futures Trust
- 10%
National hub Programme
5 Territories have been identified
South East
(pop. 888,000)
North
(pop. 901,000)
East Central (pop. 1,030,000)
West
(pop. 1,178,000)
South West (pop. 1,089,000)
Supply Chain Overview

hubco has an established two tier Supply Chain of Building
Contractors, FM Service Providers, Designers and Consultants.

Developed through the competitive tendering process to establish
hubco

Two tier Supply chain
1 Supply Chain Members – national coverage
 Tier 2 Supply Chain Members – local companies
 Tier

Commitment to support and develop local supply chain
opportunity
Zero Harm
Simon Hunter
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Uncompromising Leadership
A Personal Choice
27
A Different Personal Choice
28
A Personal Choice
29
A Different Personal Choice
30
ADVANCED GUARDRAIL
Minimum
31
Zero Harm
NON HALOGEN – HOT - LIGHTS
Minimum
32
Zero Harm
NON SURFABLE PODIUMS
Minimum
Zero Harm
X
33
INNOVATION - NO BANKSMAN REQUIRED
ABZ Project - Trimble GPS Machine Controls
Zero Harm
34
POSITIVE LIFTING POINTS
Minimum
35
Zero Harm
CITB
Vanessa Gallant
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Steve Petrie
Sustainability
What is the Construction Industry doing?

In the Hotel Industry, it is the sales and marketing
people who bring the customers in.

It is the Hotel Staff who make the customers come back
– every single member of staff.

Why does the construction Industry think it is special
and any different?
That’s snagging mate – we’ll get round to it
53
Its hard keeping things tidy – we’re busy you know
54
Its hard getting staff – it wont be done today
55
We’ll need to talk abut more money if you want
cleaners
56
Question?
Why do
Companies
Exist?
57
Answer
To create
wealth for the
owner(s)
58
Further Question?
Where does the
money come
from?
59
The Customer
60
Why is the Construction Industry so Special that it
thinks its NOT a Customer Service Industry?
“Every single thing we all do
must be to helping to reinforce
and deepen customer loyalty,
because without our
customers there is no
company.”
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Steve Petrie – Balfour Beatty
Why is the Construction Industry so Special that it
thinks its NOT a Customer Service Industry?
“Profit in business comes from
repeat customers, customers
that boast about your project or
service, and that bring friends
with them”
W. Edwards Deming - October 14, 1900 – December 20, 1993
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Why is the Construction Industry so Special that it
thinks its NOT a Customer Service Industry?
“The goal as a company is
to have customer service
that is not just the best but
legendary”
Sam Walton (Founder of Wall Mart) - March 29, 1918 – April 5, 1992
64
Why is the Construction Industry so Special that it
thinks its NOT a Customer Service Industry?
“If
you’re not serving the
customer, your job is to be
serving someone who is”
Jan Carlzon – former CEO SAP Group
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MAP Customer Experience Surveys
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Why is the Construction Industry so Special that it
thinks its NOT a Customer Service Industry?
“Loyal customers, they don’t
just come back, they don’t
simply recommend you, they
insist that their friends do
business with you.”
Chip Bell – Founder, Chip Bell Group
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Why is the Construction Industry so Special that it
thinks its NOT a Customer Service Industry?
“Customers don’t expect you to
be perfect. They do expect you
to fix things when they go
wrong.”
Donald Porter (VP British Airways)
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Why is the Construction Industry so Special that it
thinks its NOT a Customer Service Industry?
“Dealing with people is probably
the biggest problem you face,
especially if you are in business.
Yes, and that is also true if you
are a housewife, architect or
engineer.”
Dale Carnegie
69
5 Star Customer Service Training
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Why is the Construction Industry so Special that it
thinks its NOT a Customer Service Industry?
“Friendly makes sales –
and friendly generates
repeat business”.
Jeffrey Gitomer
71
Why is the Construction Industry so Special that it
thinks its NOT a Customer Service Industry?
“Statistics suggest that when
customers complain, business
owners and managers ought to
get excited about it. The
complaining customer represents
a huge opportunity for more
business.”
Zig Ziglar
72
Why is the Construction Industry so Special that it
thinks its NOT a Customer Service Industry?
“If you don’t genuinely like your
customers, chances are they
won’t buy”.
Thomas Watson, former CEO IBM
73
Why is the Construction Industry so Special that it
thinks its NOT a Customer Service Industry?
“There is only one boss. The
customer. And he can fire
everybody in the company from
the chairman on down, simply by
spending his money somewhere
else.”
Sam Walton, Founder of Wal-Mart
74
And
finally....
75
Why is the Construction Industry so Special that it
thinks its NOT a Customer Service Industry?
“Good customer
service costs less
than bad customer
service”
76
Sally Gronow – Welsh Water
Sustainability
77
Profitable Markets
Southwest Airlines is successful
because the company understands it's
a customer service company. It also
happens to be an airline
79
Environmental Limits
Learning to see waste and
systematically eliminate it has allowed
lean companies such as Toyota to
dominate entire industries. Lean
thinking defines value as 'providing
benefit to the customer'; anything
else is waste
80
Customers
It is not Balfour Beatty who
pays the wages. We only
handle the money. It is the
customer who pays our
wages.
Healthy Communities
Companies and their brands need to reach out
and speak directly to consumers, to honour
their values, and to form meaningful
relationships with them. They must become
architects of community, consistently
demonstrating the values that their customer
community expects in exchange for their
loyalty and purchases.
82
Sustainability
Some of our achievements since we
last saw you
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Northfield Academy
Neil Hendry – Head Teacher
Northfield Academy
Liam Davidson & Toni Cocker- Superstars