Domestic & General

The Australian Business Award for Service Excellence recognises organisations that have achieved outstanding results through initiatives that demonstrate leadership and commitment to service excellence.

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Domestic & General (D&G) is a specialist provider of warranty protection for domestic appliances in the UK, Europe and Australia. They ensure they are always listening to their customers, treating them as individuals and meeting their needs. As a business-to-business company, they spend considerable time with their clients to ensure that they are able to offer a suite of products and services that are suitable for their partner’s customers.

D&G’s process involves a constant flow of information and feedback from their customers through targeted feedback and marketing tools. D&G engage with customers at various stages of their journey including product sales, repairs, claims and long-term customers. D&G record data at each touchpoint to work out what they can do to improve their processes and products. They also conduct frequent customer satisfaction surveys to monitor their service quality and to help improve their products, systems and processes. D&G drives innovation through product development and customer insights garnered from research into local and global market trends, products and industry best practice. Their customer solutions are subjected to rigorous testing and review prior to release to ensure customers and partners are delivered products of the highest quality.

D&G has service level agreements and performance monitoring with all their repairer agents. Any repairer who does not achieve the standard of service may be removed from their network. The You Performance Framework is an important addition to their staff training program to make customer service values front and centre. This ensures they deliver their customer promise to be caring, fair, creative, driven and dependable experts. D&G invests in their staff and human resources initiates to ensure that their business objectives are aligned with their charter to provide the best possible customer service. They equip their people with the skills and a culture of accountability to support growth through operational excellence.

D&G strive to go above and beyond their baseline business objectives to provide expert products and repairs. They are always aiming to deliver the best possible service and most innovative products. Domestic & General is being recognised for a Service Excellence Award in the Australian Business Awards 2016.

The Australian Business Awards are the regional chapter of an integrated, hierarchical leadership program conducted on a national and international level. Eligible organisations from each region are invited to participate in the international chapter of the program at The World Business Awards. Conducted annually and currently in the second year of its international launch, The World Business Awards seeks to engage with the world’s business, innovation and technology leaders through a global recognition and knowledge building initiative that is underpinned by the program’s established framework. The program engages with organisations worldwide to benchmark the full spectrum of their products, services and initiatives and to review their business performance. The cycle culminates in the recognition and celebration of organisations that implement world-class business initiatives and industry leading products and services on a prominent and far-reaching scale. All entries must be entered in the regional chapter where the organisation is based.

Organisational participation includes private companies, publicly listed companies, multinational subsidiaries, not-for-profit organisations, non-government organisations, educational institutions, franchise systems, partnerships, government departments, government agencies, local government and statutory bodies operating in Australia.

Initiatives can include but are not limited to projects, programs, processes, systems, technologies, developments, ventures and undertakings.

Entries are assessed utilising a robust and dynamic framework to ensure that the assessment process is pertinent and objective. The World Business Awards Framework (WBA Framework) is utilised as a structured model of assessment that enables the participating organisations to be benchmarked against world class performance standards. The Framework consists of specialised assessment modules pertaining to the evaluation criteria for each of the award categories. The criteria and sub-criteria provide a robust set of requirements that are used as the methodology for benchmarking and learning among the participating organisations.

Organisations that participate are provided with the unique opportunity to benchmark themselves against the top performers globally. The recipients are acknowledged for their achievements and recognised as the elite of their industry earning a place amongst a distinguished group by having their products, projects, initiatives, contributions and achievements recognised on a prominent and far-reaching scale. The program provides the ultimate platform for building knowledge, increasing brand awareness, equity, loyalty and retention through increased exposure, recognition and prestige. This establishes a valuable resource that can be used extensively to create opportunities for publicity, positive organisational profiling and heightened brand awareness within the respective industries both nationally and internationally.

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