Research

Tony Walker, senior partner in the London office of architects Damond Lock Grabowski (DLG) has a healthy scepticism of client surverys fearing that the typical tick box survey form reflects little of modern practice, distorts information and that such processes are regressive.

But he wants to know as much as possible about his clients views and needs. He would also like them to know about hte capabilities of the practice.

Tony has come to the conclusion that building personal relationship, although time consuming, is the only effective way. This case study relates how he has come to these conclusions and how DLG now goes about client care.  It also discusses some of his views of the future rold of IT in building client knowledge and addressing client requirements.

The construction Pathfinder, sponsored by the Construction Best Practice Programme, enables participating companies to learn about and adopt the Inclusive Approach.

The Inclusive Approach was the term adopted by the Royal Society for Arts, Manufactures and Commerce's Inquiry into Tomorrow's Company. It highlights the stakeholder philosophy that 'to win and keep winning a company must innovate, anticipate and adapt while constantly improving its ability to meet the expectations of customers, employees, suppliers, investors and the community'.

The Centre for Tomorrow's Company, established in the wake of the report, encourages companies to ask themselves why they exist, what they need to do to succeed, what relationships are crucial and what should be measured to endure the business is going to achieve and sustain success.