The purpose-built conference centre – which has been nominated for national awards again this year – launched the system to drive up standards as part of a continuous improvement culture.
Lane End named its quality management system Conference Fresh. Now the team is embarking on a new campaign to remind customers what they can expect as part of their meeting room hire experience.
Sales and Marketing Manager Heni Fourie said: “The objective of the Conference Fresh quality system is to achieve the highest possible level of customer satisfaction by exceeding their expectations every time.
“The Conference Fresh quality management system engages our teams and promotes better teamwork.
“We are all effectively part of a relay race. For example, the quality of information shared between the sales team and their operational colleagues could make or break a customer’s conference room hire experience,” he added.
Conference Fresh includes an internal customer charter and measurable quality standards.
The customer charter was developed by Lane End’s management team with the contribution of colleagues throughout the residential conference venue to ensure buy-in at all levels of the organisation.
Key Performance Indicators (KPIs) were set for each department to form the basis for the main quality measurement standard.
The Conference Fresh QMS was launched with the ultimate aim of maintaining accreditation from an industry-specific organisation. Lane End selected BDRC Continental’s Gold Standard Accreditation for customer satisfaction as the main objective.
Lane End Conference Centre is one of only 32 UK venues (and the only one of its kind in Buckinghamshire) to have received the Gold Standard Accreditation for customer satisfaction for the year 2012.
Around 400 hotels and conference centres participated. The results were derived from more than 27,500 pieces of feedback.
Lane End Conference Centre received 71 pieces of feedback and achieved an overall satisfaction score of 100 per cent for the last three months (94.8 per cent for the 12 months to December 2012).
The main fields of the BDRC Continental’s VenueVerdict feedback survey were used to put a measurable standard against each departmental KPI at Lane End.
Feedback is collected from three sources:
• on-site comment cards
• debrief with the trainer
• the VenueVerdict feedback survey which is sent to the main organiser of each event.
Lane End’s Operations Director Mike Gough said: “The objective of the quality management system is to maintain this annual accreditation by ensuring that our customers are wholly satisfied with their experiences here.”
Lane End Conference Centre is also an AIM accredited venue as part the Meeting Industry Association’s (MIA) accreditation scheme for conference venues.
The residential conference centre is located close to London – only 30 miles from the city centre via good motorway links – but situated within 26 acres of beautiful Chilterns countryside.
Lane End’s quiet and peaceful location is free from distractions, making it an ideal conference and training venue for companies and organisations from all over the country. There is also extensive free parking.
International delegates also like Lane End because of its proximity to the major London airports.
Lane End Conference Centre has 104 bedrooms and 32 meeting rooms. They are divided between five self-contained buildings which can be booked for exclusive use, guaranteeing the client absolute privacy and maximum productivity.
The centre has also recently undergone a major refurbishment programme which has included free superfast broadband (up to 100Mb), new bistro dining facilities and structural improvements to let more natural daylight flood in.