Overbury

Overbury have various channels for feedback and continuous improvement. The most direct is through Delivering Exceptional Experience Tours. These are run fortnightly and give members of staff an opportunity to visit their sites and see how sites are being managed and run. The tours facilitate and promote the sharing of ideas and best practice. Another important source of feedback comes from their clients. Customer Experience Questionnaires (CEQs) are completed on every job and the feedback is shared across the business so others can see what the client has liked and not liked. Ideas can be filtered to management through team meetings, forum meetings or in ad hoc one to ones. Culturally they consider themselves to be an open organisation where innovation and challenge are encouraged. This is manifested physically in the open plan nature of each of their offices.

Delivery teams are rewarded on customer feedback and perfect delivery metrics as well as annual recognition awards. In addition to an annual pay review pay is constantly being monitored and adjusted to reflect the market and individual staff members contribution.

As an organisation with little hierarchy the CEO Chris will regularly work directly with delivery teams preparing for bids and/or act as a point of contact for clients to build senior relationships as required. As part of normal practice the teams hold regular meetings that Chris will always make himself available for. In addition Chris, and his Board support their Induction Programme facilitating discussion on the company's core values. At a more strategic level Chris provides oversight and guidance to the team MDs as required but more importantly provides the space and resources for them to deliver against divisional and group targets and objectives. Chris focuses on initiatives that cut across teams and helps prioritise activity across Overbury to best support team delivery and maximise resource efficiency. This is managed through a business forum governance structure.