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Event Management Group acknowledges
that our customers have reasonable customer satisfaction
expectations with respect to Project Management,
Program Logistics, Web Design and Administration,
Communications, Registration Services and On-site
Management for all programs and events. Included
in such expectations is that EMG will perform
satisfactorily for all required activities as
mentioned and outlined for each program. Event
Management Group partners with each customer to
develop a service standards model in order to
guarantee 100% customer.
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| Operating
Performance Indicators (OPI) Used to Demonstrate
EMG's Approach to Customer Satisfaction |
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It is the goal for Event Management
Group to meet the performance criteria standard
that each customer sets forth. To this end we
will strive to provide leadership, maintain strong
industry relationships, reach 100% Customer Satisfaction
in our customer service liaisons, and partner
with each customer to implement "best practices"
and service standard benchmarks.
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| The
following are some Key OPI's for each department
at EMG. |
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| Account
Management |
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- Availability and Response Time
Account Managers are available 24 hours per
day via cell phones and e-mail.
- Innovative Solutions
The account team is prepared to provide creative
alternate solutions to program challenges.
- Budget Driven
The Account Manager will monitor all expenses
and manage all budgets wisely to come in under
budget.
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| Research
and Development |
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- Contract Negotiations
EMG is unsurpassed when it comes to contract
negotiations on behalf of our customers.
- Creative Development
EMG strives to create the perfect event. A memorable
time for a group yields nothing but positive
results.
- Buying Power
The strength of our vendor relationships has
resulted in obtaining the best rates and concessions
available.
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| In-House
Operations Services |
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- Dedicated Team
A specific team is assigned to program management
for continuity and to effectively manage each
event.
- Response Time
Requests will be acknowledged and action taken
immediately within the same business day.
- Attention to Details
This remains as one of EMG's key strengths.
We pride ourselves in the execution of the details.
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| Air
and Registration |
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- Air Reservations
The air team will strive to book all travel
requests within 24 hours of receipt of request.
- Response Time
Each team will strive to answer all calls live,
with a guarantee of a response within a two-hour
timeframe.
- Accuracy of Reporting
Comprehensive and accurate reports will be provided
according to the timeline set forth for each
event.
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| Finance
Department |
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- Degreed Team
This team has the education behind their accountancy
skills that results in quality final billing
procedures.
- Quick Turnaround
A final bill draft is completed in one week,
with final reconciliation by 30 days.
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| Accuracy |
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| No
detail is overlooked, and the accounting team presents
line item final bills. |
