After a lifetime working with both HR and IT managers we understand that people with different backgrounds often approach the same challenge with differing expectations. In developing our own Best Practice model we are as HR friendly as we are IT literate.

Quality of Customer Service
When servicing customers' requirements, we work closely with them to provide a personal service, so that people are not left wondering what is happening. We inform our contacts of our progress and help to differentiate between candidates. We do not process thousands of names by automated computer selection, so our customers benefit from a professional and personal view of each candidate. Our customers also get a dedicated Account Manager who is available to help them solve any issues.

We generally ask to visit customers' sites periodically during a contract so that we get to know the people there personally.

We monitor assignments to ensure that the work is undertaken to the customer�s quality standards and that they are completely satisfied with the specialist carrying out the work. We look to add value at all stages of the engagement.

Finally, we discuss the prospect of further work in good time - usually 4 to 6 weeks before the assignment is due to end - to ensure availability of the specialist if needed.

Guarantee
As a Specialist Supplier, we guarantee the quality of the specialist assigned to the work. In the unlikely event that work is not to the required standard, we remove the specialist at no further cost and use our best endeavours to identify a substitute as a matter of utmost priority.
Should any other unforeseen circumstance arise where the specialist is no longer able to continue the assignment then B & M guarantees to make its best endeavours to provide a replacement in order to provide business continuity.

Looking after our specialists
Before our specialists are interviewed by a customer, B & M ensures that they have any help they need with travel and accommodation. Wherever possible, we ask them to await the customer's decision before they seek any other work.

Once a specialist is engaged on an assignment, B & M helps the consultant or specialist to understand their responsibilities for legal requirements such as residential registration, tax and social security and assists them in meeting those obligations in their country of assignment before they start work. We also look after their travel, accommodation and logistical arrangements, ensuring that they are ready to get on with the work in hand once they arrive on assignment.

Our aim is to cultivate long-term relationships with specialists. We get to know them through close association and we aim to provide them with continuity of contract work. Whilst the customer manages the work, B & M continues to manage the relationship.

Responsiveness
We fully understand the hidden costs of time constraints and deadlines - so we respond rapidly with a select choice of potential candidates.

Our service times are:

• Initial response and findings less than 1 working day
• First proposals less than 2 working days.

In the unlikely event that we have no suitable candidates then we say so - promptly.

Service Productivity
B & M saves the customer time in their registration and selection processes by reducing the workload. We look to optimise productivity during the course of assignments through the identification of areas where the specialist can provide added value. We use our best endeavours to ensure continuity of service both through our relationship with the specialist and by discussing the future at the outset of the assignment.

Quality of Service
Wherever possible, B & M endeavours to give each customer an exclusive interview period where the consultant undertakes to await the customer's decision before accepting any other work. The B & M Account Manager liaises with both technical management and HR personnel during the assignment to monitor and review the specialist's performance and progress and to ensure customer's satisfaction with their work.

Level of Support
B & M supports Human Resources, IT Technical, Finance and Legal personnel alike. A dedicated Account Manager is there to provide support. In some cases, we can also offer added value without added cost by consulting with other B & M specialists working in the same technical disciplines who can offer free advice on a particular technical issue.

For more information, contact Ed Hopper