News
Mercian on the road to Excellence
Mercian Housing Association has promoted Joanna Marston to the position of Head of Marketing, Communications and Business Excellence.
As well as managing all association’s corporate marketing and communications programmes, Joanna’s new role will also include the creation of Mercian’s service improvement plans and implementation of the European Foundation for Quality Management (EFQM) business excellence model. This well recognised leadership model will help to drive the culture of continuous improvement within Mercian Housing and further enhance the services delivered to its customers.
Ray Prior, Mercian’s Corporate Resources Director said: “The EFQM model has helped many companies, also within the housing sector, to improve and become more effective. Mercian is very committed to improving its services and we want to be recognised for excellence. Joanna’s new role will allow us to establish and implement business improvement plans leading to the achievement of Investors in Excellence status in the future.”
Joanna Marston commented: “This is a very exciting time for Mercian and myself and I look forward to identifying opportunities for further improvement within the organisation which will bring tangible outcomes in our service quality and customer satisfaction.”