B & M has developed a proprietary Best Practice quality management system that underpins every aspect of the service we provide to our customers. Our robust quality framework enables us to standardise our processes and to ensure that we deliver services to the highest standard.

B & M's Best Practice model process comprises three documented quality modules, providing our customers with a consistent set of standards which they can use to compare services.

SPECIALIST RESOURCES	SERVICE DELIVERY	SERVICE SUPPORT
S.M.A.R.T. System	Contact Management	Compliance, Billing & MIS

Specialist Resources
The skills delivered by technology specialists have a huge impact on the success of any project. Our tailored S.M.A.R.T. quality management system provides our customers with the most able technology specialists in their fields. All our specialists are assessed to ensure that they score highly against our S.M.A.R.T criteria:

Skilled – specialists are rated for expertise in their areas of specialism
Market value –rates are compared with the contract IT market to ensure that they are competitive
Achievement – the performance of our specialists is appraised for every project
Referenced – references are taken from previous projects
Tried & tested – we rate our working relationship with each specialist

Service Delivery
Service delivery is controlled by our contact management system and each service is individually tailored to our customers' requirements. Our service includes:

• Nominated points of contact
• Bespoke interview/induction/exit content
• Assessment of service responsiveness

Service Support
The service we provide our customers is supported by standard operating procedures governing back-office processes such as compliance, billing and management information. We also offer:

• Scheduled service reviews and monitoring
• Documented compliance procedures
• KPI data capture and reporting