Specialist nature of the industry
Construction is
the secondary sector of the economy. Just like a production sector,
construction produces the tangible and finished products. Other activities
associated with the secondary sector include metal working and smelting, shipbuilding,
energy utilities, automobile production, textile production, chemical and
engineering industries, aerospace manufacturing, breweries and bottlers. Along
with architecture and engineering, construction covers such process as building
of infrastructure. There are recognised three types of construction:
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Building construction
·
Industrial construction
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Heavy and civil
construction
A person in
charge of a process of construction is a project manager, who advises, controls
and supervises a work of construction managers, design engineers, architects,
construction engineers and other workers involved into a project.
One of the
leading companies in Europe is Dutch Royal BAM Construction Group. Its history
goes back to May 1869 when Adam van der Wal opened a carpentry business in
Groot-Ammers. At the beginning the mission of the company was to repair the windmills
in the surrounding area however very soon van der Wal also began building
coffins. And only at the end of the 19th century the company started
specialising on construction of the buildings.
Since 1973 with
moving one of its offices to Germany, Royal BAM Group began operating around
the Europe. The Irish branch of the Royal BAM Group was established in 1993
when BAM Civil acquired Rohan Construction (BAM.EU official website, History).
Royal BAM Group
is a successful European construction group and unites operating companies in
five home markets with the administrative centre in the Netherlands. The
company is listed at NYSE Euronext Amsterdam. BAM is active in the sectors
construction and mechanical and electrical services, civil engineering,
property and public private partnerships.
The BAM Group
ranks among the largest companies in Europe. It has top market positions in the
Netherlands, Belgium, the United Kingdom, Ireland and Germany. One of BAM's
prominent features is its widespread regional network of offices, meaning that
the company is always close to its clients. BAM offers the clients various
substantial packages of products and services in the home markets. The Group
undertakes specialist construction and civil engineering projects in niche
markets worldwide.
With around
25,000 employees, BAM is responsible for the implementation of thousands of
projects every year. Some are spectacular (due to their size or technical
complexity), but many others are more modest construction contracts.
BAM's policy is
to offer real value to its clients and work with them in close and long
co-operation that provides outstanding performance in relation to the
maintenance, innovation and expansion of built-up environments. BAM is
recognized and acknowledged for the quality and reliability of its products and
services as well as for the commitment, knowledge and experience of its
employees.
Vision
and mission statements
Vision:
BAM Group's aim
to build confidence in its dealings with customers and gain their satisfaction
through well planned efforts to build high quality structures which would go
beyond expectations
Constantly changing
society requires that the Group contributes actively, not just by delivering
services and products, but first and foremost by the way the operating
companies act in the supply chain by taking on responsibility for the
consequences of their action.
Mission:
The company sets
as its goal - constructing safe and relaxing structures in order to improve
living standards employing state-of-the-art technology and expertise of its
managers. BAM wants to be
one of Europe's finest construction groups, known for its collective force as
well for its local services. BAM believes that by taking responsibility for
people and planet, the Group will meet expectations of both current and future
stakeholders in a fast moving world of economic, political and environmental
change.
One of the
highest priorities of Royal BAM group is to reinforce a presence of BAM’s
products and services in all home markets. The second priority became to fill
BAM's activity matrix. And the final one is to develop new concepts or products
in segments with growth opportunities.
Who
are the customers?
On the grounds
that the company prides itself on the unique projects of designing and
constructing luxurious and modern buildings, administrative, commercial and
entertainment complexes, mass construction, restaurants, hospitals and medical
centres, customers of BAM are divided into three main groups:
Ø External,
for example individual homeowners (consumers);
Ø Corporate,
which are represented as businesses (i.e. builders, real estate managers, etc.)
and government;
Ø Internal,
such as employees;
Ø a
combination of all three above.
For
the individual homeowners the company offers a numbers of residential
construction contracts, which are hugely popular for their exclusive
characteristics like quality architecture, aesthetic appeal, modern luxurious and
economic facilities and coordinating surroundings. The residential construction
services includes both residential complexes as well as individual villas and
capable of satisfying all tastes in a stylish manner.
For the corporate clients the company
offers superior quality industrial and commercial building construction
services. While constructing industrial and commercial buildings, BAM Group especially
pays attention to varies factors such as safety, surroundings and corporate
look. BAM is fully open to the wishes of its clients.
With accordance to the
company policy, the internal customers, in gratitude for devoted work and unexceptionable
performance, in addition to mentioned above services may get 10% discounts.
USP
Royal
BAM Group works closely with its employees, clients, suppliers and
subcontractors on all aspects of corporate social responsibility. It seeks to
achieve a balance between the short and the long term interests, and to make
economic, environmental and social considerations an integral part of the
strategic decision-making. BAM aims for open dialogue with the parties that
will be affected by its activities. The company also communicates in a timely
and effective way with all external partners.
BAM is committed to being a responsible
company. This means that it conducts all activities in accordance with the
applicable ethical, professional and legal standards. BAM Group considers
corruption, bribery and unfair competition to be unacceptable.
BAM Group USP:
ü Commitment
to Quality
"Quality" is one of the core values
ingrained in the policy of Royal BAM Group. Cascading down from the top
management, a "no compromise" approach on quality brought the company
many contracts from the principals internationally. BAM also was awarded with
many testimonies of which are the various recommendation letters, referrals and
repeat business
ü Cost
Consciousness
The company is a cost conscious organization and
understands fully the implications of cost overruns on account of delayed
projects. It is, hence, the corporation's endeavour to use cost conscious
measures, both in construction and non construction areas of the management. The
engineers and project managers are adept in optimization of men, material and
machine resources of all clients in all the projects.
ü Delivery
on Schedule
Time being a critical factor in the construction
industry, is another core value of Royal BAM Group.
Backed by
vast experience and thorough understanding of the construction activity, the engineers
plan the projects to the minutes' details, meeting all the specifications of
the client.
The Group has
a record of completing all the projects within the stipulated time frame.
ü Sophisticated
Construction Techniques
Over the last 5 years, Royal BAM Group has
consistently poured, on an average, 10000 reinforced concrete per month, in
Superstructures. It involves Form and Steel Work, which in itself is a landmark
achievement.
By continuous
on-site and off-site training and continuous interaction with international
players in the field of construction, the engineers and workers have gained
expertise in modern construction techniques, which sufficiently substantiates
the above claim.
ü Expertise
in Modern Construction
The operators of the BAM Group have gained expertise
in handling sophisticated construction machinery, as follows below:
Placing Booms,
Transit mixers,
Fork Lifts,
Steel cutting machines,
Concrete Pumps Batching
Plants,
Hoists and Winches,
JCB Mobile cranes.
Segments
of market:
The
main segments of BAM constructive market are office building construction, restaurant
construction, special facilities construction and general construction. Since
office building construction has the highest average profit margin, the company
focus most of its marketing toward these customers who usually
require the largest projects in scope, land use, and cost.
Different consumer needs
The industry of constructions
covers different infrastructure projects: such as commercial, residential and
industrial. Therefore, just like Royal BAM Group, there are many construction
companies offering their services worldwide. The customers on choosing one or
another company require first of all the quality of the service.
The customers
sometimes are interested in coordination of the construction project or
at least being informed of a progress. Therefore BAM group always tries to keep
the customer up to date, reporting at what stage the construction is.
Another
objective that Royal BAM Group pursuits is the fulfilling the desires and all
requirements of the customer as it reflects on the outcome of the contract.
One of the main
consumer needs in construction is and always will be Health and Safety. BAM
Building is uncompromising in implementing its Health and Safety Policy and
keeps the principle "work safely or do not work at all". Hence, the
goal is clear - no accidents, no harm, to people and no damage to the
environment. The company's safety management system has been accredited to
level 6 of the coveted International Det Norske Veritas Standard” (www.bam.eu).
The company HSE
Policy has three key commitments:
ü BAM
Group complies with applicable laws and regulations and other requirements;
ü BAM
Group is committed to continuous improvement;
ü BAM
Group is committed to pollution prevention.
These policies must be understood and
followed by all personnel who are connected to the company operations in any
way (employees, contractors, suppliers, visitors). Every employee is expected
to meet basic HSE expectations as a part of their employment relationship.
These are outlined in job descriptions that clearly defined what is expected of
an employee while performing his job.
Price
is not less important in deciding which company should take over the project.
And that is precisely why Royal BAM Group tries to be flexible and easily
approachable, with the same building a wide network of loyal returning
customers.
The consumers of
construction industry who make a part of ever changing society also require
that the company contributes actively, but not just by delivering services and
products, but also how BAM group takes on responsibility for the consequences
of its actions.
National/international standards
The Company
always tends to focus on quality, which is enshrined in The BAM Building
Quality Policy Statement. It states that BAM group’s attention is concentrated
on complication of every project in accordance with the Clients specified
requirements. It was outlined that BAM Building is Certified to ISO 9001: 2000
by Construction Quality Assurance Ireland, N.S.A.I. and IQNET. Also BAM
underlined its Quality Assurance, for example such as:
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Registered with
Construction quality Assurance Ireland, NSAI and IQNET;
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Comply fully to the
Clients specific requirements;
·
Certified to ISO: 9001
2000;
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Total commitment to
Quality;
·
IQNET Certification;
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Process approach to
Quality Management;
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Excellent reputation
for meeting Client needs;
·
Constant internal and
independent external evaluation;
·
Continuous improvement;
·
Full Time QA manager
and assistant.
Setting and monitoring quality standards
According the
set standards of the company, in order to reach a high mark and become the best
among its competitors all staff members must be able to apply the knowledge and
experience widely available within the Group and thus increase BAM's strength.
The Group's materials such as: expertise, knowledge, people and equipment must
be utilised in full.
In order to compile
information for designing the Customer Service Programme and setting quality
standards, a questionnaire was constructed and sent away to the recent business
clients, among which were top managers and CEOs (for questionnaire example
refer to Appendix 1).
Based on the
answers the quality standards were set. These are as follows:
1.
Clients: BAM always does utmost to exceed the client’s expectations. It works
in partnership with its clients to deliver high-end projects within the
timescale set, both safely and with respect for the environment. The company always
encourages the clients to work in developing suitable sustainable solutions. It
aims to be the preferred supplier for CO2-neutral solutions.
2.
The community: The company's policy is a promotion of good contacts with the
local community. By its very nature, its construction and renovation work has
an impact on the local community, occupiers and other users of buildings and
infrastructure, and society as a whole. It is therefore proactive in minimising
the level of nuisance in the local environment and seeks to make a positive
contribution to the local community.
The company's policy specifies
that 7.5% of its all employees should be drawn from the local community. In
order to achieve this, BAM Group collaborates with various partners
(developers, subcontractors, local government authorities) and develops a
strategic approach for recruitment, training and career guidance.
3.
Employees: One of the slogans of the company is "We believe in our
employees". BAM tends to create a safe and inspiring environment for its
employees to develop their skills, enabling them in turn to contribute to the further
development and growth of the organisation as a whole. The commitment to BAM's
employees is demonstrated by the following:
Health
and safety – BAM Group considers health and safety to be a top priority for the
company. It is committed to the continual improvement of the performance in
health and safety for all employees and subcontractors and everyone involved
with its activities, including the general public.
Equality
and diversity – The Company offers a challenging working environment where
everyone feels valued and respected. It is committed to the principle of equal
opportunities and it ensures that job applicants and employees do not face
discrimination on the grounds of gender, marital status, race, skin colour,
ethnic origin, religious belief, sexual orientation, disability or age.
Learning
and development – BAM aims to create a learning culture and provide
opportunities for its employees to fully apply their knowledge and skills in
the service of the company. BAM Group tends to help all employees to continue
their development in the interests of the company and its objectives.
4.
Supply chain partners: "We procure responsibly".
The
company treats the supply chain partners honestly and responsibly. It works
with subcontractors and suppliers to ensure that they operate in a safe and
environmentally-conscious way. Together with the preferred partners, the
company promotes and develops sustainable solutions and best practice for the
sector.
5.
Energy: BAM attempts to reduce its impact on climate change. The company promises
to improve its energy efficiency, reduce CO2 emissions and work with its
clients to develop CO2-neutral solutions.
6.
Raw materials: BAM becomes more efficient in its use of materials. It believes
in reducing its impact on the supply of natural raw materials used in the
products. The company tends to work with all clients and suppliers to use
alternative materials and methods in order to optimise the use of raw
materials. It also promotes measures to recycle and restrict waste.
7.
Environment: The company limits an environmental impact. It takes all possible
reasonable measures to ensure that its activities are conducted in a way that
minimises the impact on the local environment. It promotes environmentally-friendly
operations and seeks opportunities to promote biodiversity on the construction
sites.
8.
Innovation: BAM innovates to identify balanced sustainable solutions.
Innovation is essential for the company's development and identifying powerful
sustainable solutions in the built environment. Together with the partners in
the supply chain from customers to subcontractors and suppliers, the company
provides sustainable solutions in which economic, environmental and community
interests are well balanced. This approach ensures that BAM Group uses
materials efficiently and provides good value to all its customers.
9.
Prosperity: Because sustainability results in economic value, BAM chooses to
create this value by working on effective and profitable solutions for its
shareholders that contribute to a sustainable future. By applying these
Business Principles, BAM creates value for all shareholders, clients, employees
and for society as a whole.
Other issues
One of the main
issues that Royal BAM Groups tries to cope is an Environmental Policy. BAM
Building as well as BAM Civil is practicing an ethical and responsible approach
to environment and waste management at every level of the operations around the
world.
It is committed
to managing the projects with diligence and with the awareness that the
company’s goal is to minimise potentially effects on the environment. Also BAM
gives a high priority to the prevention of pollution to air, land and water. The
article from BAM official site pointed out that its main objective is to
achieve the highest standards of environmental protection through continual
improvement in environmental performance across all operations of the business.
Especially BAM
Group focuses on:
·
adopting Industry Best
Practice to develop management processes and operational procedures that
prevent pollution, minimise waste generation and maximise the efficient use of
resources;
·
complying with all
relevant environmental legislation and government policies as well as the
environmental requirements of the clients of BAM group;
·
assessing the potential
and actual impacts of all company’s activities on the environment,
·
enhancing communication
with employees, customers, suppliers, contractors and all interested parties
regarding the environmental performance, objectives and targets.
The regulations
of BAM Group set a line of individual responsibilities of all company employees
insisting on supporting and applying the environmental policy “as it pertains
to their activities”.
Customer
Satisfaction Survey
How did we do?
Customer name:
Address where works carried out:
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Registration number:
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We
would appreciate a moment of your time to tell us what you thought of our
service and how we may improve.
The questionnaire will take a
few minutes to complete.
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Your view on our
performance
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How satisfied are
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Overall,
what did we do particularly well?
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Do you have any other comments you would
like to make about the service you received or any suggestion for improvement?
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Thank you for your time. This will help us to
improve the service we offer
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