TOTAL QUALITY MANAGEMENT Total Quality Management (TQM) is a business philosophy that champions the idea that the long-term success of a company comes from customer satisfaction and loyalty. TQM requires that all stakeholders in a business work together to improve processes, products, services and the culture of the organisation itself. For a long time now, CDPG has prided itself in being a leader in the industry by delivering the best operational outcomes for our customers. We maintain an ISO certification – audited annually - which tests our compliance against defined operational processes. But TQM is much more than that. It embraces the concept of continuous improvement of all internal practices by reviewing what worked well (and what didn’t), challenging why we do things the way that we do, and pushing the boundaries of innovation. To achieve that we need to look beyond just our operational processes, and embrace the concept across every corner of our business. That means we need to define processes and adopt that same continuous improvement philosophy in supporting our people, in our technical functions (Design and Estimating), and in our back of house administration systems. With this in mind, at the start of the year the Directors embarked on a four-pronged strategy: 1) Supporting our People In March we appointed Jo Bomm to the role of People & Culture Manager. This full-time appointment recognises that people are our most important asset. Jo has been tasked with implementing quality that begins with our onboarding process, supports career development and, when people do choose to move on, they do so feeling rewarded by their experience at CDPG.
2) Embracing Technology Project Neptune was launched in February of this year to manage the digital transformation of our business. From October 2021 we begin the progressive rollout of new IT systems which incorporate the field-based dissemination and collection of information, a new project management tool for Project Managers and a new finance system – all of which will support the industry-leading operational delivery that is core to our business values. This is a two-year project that will truly transform the way we do business! 3) Change Management Recognising that change in itself consumes resource, we have invested in a new role of Change Analyst to support the business through this significant period of change and growth. The new role is centred around helping to develop, document and train “whole of business” quality processes and in particular the Project Neptune rollout. Welcome aboard Selene Stringer we look forward to working with you. 4) Leadership Development Last, but by no means least, we recognise that the development of our current and future business leaders is paramount to our continued success. The leadership programme that began in 2019 but was put on hold at the start of the COVID-19 pandemic, is kicking back into gear from late this year and will include a mix of training, education and skill development. We recognise that our business does not stop because of a virus, so nor should the development of our leaders – even if that means adopting video technology as the new norm for meeting as a team. The next 12 months will see a stepped change in our business as we raise the bar for our competitors and our industry. I look forward to bringing you updates along the journey!
Dennis Hesketh Group CFO 3
