Customers

Our flagship Chairman’s Award recognises outstanding contributions to making our customers and our business successful. Our 2012 winner is Waseem Nazir, whose proactive approach to diversification and collaboration has brought us new strategic opportunities with IFI funds and contributed to Mott MacDonald's world standing in hydropowerIn all we do, we firmly believe that if our customers are successful, we will be too. Globally, we promote a culture of excellence supported by collaborative working practices, continual growth and diversification of our skills and expertise, research and innovation, and effective risk management.

Gaining best value for money has always been a fundamental aim and we work with our customers to develop technical, commercial and management solutions providing the best possible performance. Around the globe, every one of our offices and each member of staff can call on the knowledge and experience of the Group. This enables us to respond no matter how great the challenge, offering every one of our customers world class service.

Better solutions through partnership

We set out to understand our customers’ business drivers, their culture and the risks they face in order to meet their needs in the most effective way and add maximum value to their business. To achieve this we seek to develop long-term relationships and work in partnership with customers, contractors and other members of the supply chain. Pooled knowledge and experience, critical review and advice yield benefits across the project life cycle – reduced whole-life cost; faster, safer project delivery; efficient and safe operation and maintenance; and enhanced sustainability.

We engage, consult and work with project stakeholders to develop solutions that work best for affected communities – our extensive experience is that doing so delivers maximum benefit for clients.

Sharing knowledge, building skills

Through strong, long-term relationships we can help our customers gain the in-house capability they need to successfully manage ongoing work or change programmes. In-depth appreciation of their needs also enables us to collaborate in addressing wider issues such as training and skills. For example, with input from Transport for London we have led development of a qualification that is creating a new skills base in the UK capital.

Worldwide support

By growing our global network of locally managed and staffed offices we constantly improve our ability to support our customers with an ‘on the ground’ presence. This is particularly valuable for customers with an international footprint. Building on our understanding of their needs and culture as well as our local market knowledge, we can assist them in realising their goals quickly and cost-effectively.

Ongoing investment in communication and knowledge management enables our project teams globally to harness the strength of the Group, drawing in the expertise required to assist with project development and delivery.

Benefits of diversity

Our world-leading technical skills are matched by award-winning capabilities in project finance, management and business consultancy. Our diversity means we can undertake the largest multidisciplinary mega projects in-house. We help our customers demonstrate the value of work they plan and reassure lenders that their investments are safe. We also support our customers in planning, initiating and realising change in order to meet their business objectives.

Nurturing innovation

We pride ourselves in bringing new thought to all the sectors we work in, finding better ways to solve existing challenges and the means to tackle new ones. On all projects where innovation is applied we capture and disseminate the new knowledge that arises. We undertake research and development in-house and work with many of the world’s leading academic institutions.

Adding value through processes and technology

We are working with customers to maximise benefits through processes such as Lean, which improves activities that add value and eliminates those that don’t, and through building information modelling – BIM. BIM is a co-ordinated set of processes, supported by technology, that add value by creating, managing and sharing the properties of an asset throughout its lifecycle. As an early adopter of BIM, we and our customers are reaping the rewards: better resolved solutions, faster project delivery, improved risk management, enhanced sustainability and improved whole-life performance.

Advancing industry expertise

We employ numerous recognised industry experts and harness their knowledge to better support our customers and the continuing growth of our business. We have a global network of practice leaders who are technically oriented, responsible for driving professional excellence and developing centres of expertise, leading timely project reviews, assisting with risk management and sharing lessons learned.

These leaders work in tandem with practice managers who take a global view across their sector, acting as facilitators and identifying individuals with the most appropriate skills to solve particular challenges. We continue to expand the number of practice leaders and managers. We also advance professional excellence by encouraging staff worldwide to network via professional and technical forums as well as two major corporate events each year.

Pursuing continuous improvement

Talking to our customers about our performance informs our drive for continual improvement. In 2010 our customers gave us an overall performance score of 84%, up 1% on 2009. This contrasts with a score for our best competitor of 77%.

Worldwide quality

Project administration, knowledge exchange and safety are assisted by our global online quality, environment and safety (QES) management system.

The aim of QES management is to instil a culture of continual improvement. The system has been certified to ISO 9001 and ISO 14001, the international standards for quality and environmental management. It is constantly enhanced to provide the best possible support to our customers and project teams, driving forward the standards we achieve.

Industry recognition

The professional and technical excellence of Mott MacDonald’s projects and people are recognised by the many awards won – 120 in 2010. In addition to external awards, we run hotly contested internal competitions recognising and rewarding outstanding achievements in customer care, technical and commercial innovation, and project delivery.

Goals for 2010/11

Improve customer satisfaction by 1% or more.

Maintain ISO 9001 certification for quality management. Extend our network of practice managers and leaders to enhance knowledge management. Encourage and recognise innovation and excellence through internal and external awards. Retain and grow our global talent to maintain our unrivalled expertise.

Commentary

All goals achieved. Customer satisfaction rose from 83-84%. Our network of practice leaders has been extended. We won 120 external awards in 2010. New skills, services and locations have been added for the benefit of our customers.

Goals for 2011/12

Further improve customer satisfaction. Maintain ISO 9001 certification for quality management.

Extend use of building information modelling and other processes for adding value, and demonstrate benefits. Further enhance knowledge management. Promote innovation and excellence through internal and external awards.