Account Management Programs

Whenever Buckman outperforms in these eight categories, we are providing measurable, cost-effective improvements in output and quality for our customers-thus achieving the goals of our Mission Statement. By listening carefully to our customers' needs and building standards around those needs, we are replicating success for our customers as well as ourselves.

The Account Management Program tools include the following:

The Customer Satisfaction Survey (CSS) is occasionally distributed to Buckman customers in order obtain their feedback. Based on their responses to the survey questions, a CSS Action Plan is developed with them to address areas where improvements can provide additional value.

The Transition Workshop (TW) provides a mechanism to implement the first four business standards, smoothly transitioning applications from another supplier to Buckman Laboratories. The Buckman Requirement Alignment Tool is used to clearly define customer requirements (expectations) and measurements (criteria for success). The output of the Transition Workshop is an Implementation Plan.