Synectics has recruited leading operations and service management expert, Diane Jones, to join its senior management team as Operations Director.
Diane, who has technical, financial and public sector service experience, will head-up the technical support, projects and manufacturing teams – ensuring a consistent approach to quality across the departments.
Having previously held senior operational positions at major UK businesses including T-Mobile, Atos Origin, and Parseq plc, Diane has extensive experience in developing and implementing customer-centric process management systems for companies experiencing extensive and sustained growth.
Diane said: “My passion is service excellence. It should be a business philosophy that runs through everything, not purely a ‘theoretical strategy’. To achieve that, you first have to review all points of contact with customers – touch points. Then, it’s a case of equipping the business with the resources to meet customer expectations at each of those points by ensuring the right staff have the right skills to deliver consistent quality.”
Initially focusing on reviewing Synectics’ existing policies and processes, Diane has already attended a number of customer meetings to gain industry feedback, and has commenced internal training audits.
For Azadar Shah, Managing Director of Synectics’ networks division, the appointment comes at an important stage for the business. He said: “Over the past couple of years Synectics has grown significantly, both in terms of personnel and sector reach. With this growth comes a responsibility to ensure that the customer experience continues to exceed customer expectations. We want customers to benefit from our development and grow with us – that’s why Diane is such an important and welcome addition to the senior team.”