Mace Group

Mace is committed to the highest standards of service and product quality across its many areas of expertise. We have recently completed our two year 'Embracing Excellence' programme. This wide-ranging and integrated portfolio of business improvement initiatives was designed to explicitly measure and improve our performance and has lead to greater organisational agility and adaptability, improved focus on personalised customer care and relationships, and improved efficiencies in ways of working - not only within Mace but throughout our supply chain.

This overarching improvement programme was a natural progression for Mace - a company founded on the desire to find 'a better way of doing business', delivering best practice and exploring opportunities for continuous improvement has always been at the heart of everything we do.

Strength in systems
A specific element within this programme was the review and improvement of our management systems to reflect the diversity of our businesses and provide service offer specific processes that reflect our brand values. Across the group, our management systems are amongst the most sophisticated in the industry and are applied to every project to ensure consistency, compliance and delivery of client expectations. Through 2007 we extended our ISO 9001 registrations to encompass all new business systems, further demonstrating their robustness and the rigour with which they are applied on every project.

Under the direction of board director Steve Booth and quality assurance director Martin Bartlett, we ensure a ‘top down' approach to continuously improving our management systems and hence the delivery of our services to clients. Reflecting the diversity of our Group, we have quality managers within each business to act as a focus for continual improvement.

Our ambition is to make working with Mace the best possible experience for everyone involved in our commissions, and our repeat order book proves that as we evolve, we improve.

A learning institution
Since 2005 we have also run the Mace Business School, the group's learning and development facility which was set up to transfer knowledge and expertise to the Mace supply chain through the delivery of tailored programmes in management and construction. The Business School is a manifestation of the culture of learning and innovation that is inherent in all Mace projects.

A comprehensive programme of customer experience reviews underpins our feedback processes and ensures both qualitative and quantitative criteria are used to measure and achieve our success. This open and honest feedback provides a key input to our improvement programme - we listen and we learn.

Regular participation in independent reviews and awards, such as the Unisys / Management Today Service Excellence Awards, provides further validation of our systems compared with our competitors and within other industries.