Brickwork India was honoured by CII with the "Active Customer Engagement" award as part of "CII award for Customer Obsession -2016" in the inaugural edition held on June 16, 2017, at New Delhi.
Brickwork India received this honour in the category 'Small and Medium business - Services sector'. The award was distributed by R.C. Chaudhury, Minister of State for Consumer Affairs, Food and Public Distribution, in the presence of Dr Shubnum Singh, Jury Member and Chief Executive, Max Institute of Health Education and Research, and Bertrand Launay, COO - Microsoft India.
The award recognises customer-centric organisations , where customers are at the centre of all that they do. The award program was based on the requirements of the "CII IQ Excellence Framework for Managing Customer Experience". The framework was developed, primarily based on various customer focused requirements of the Baldrige Excellence Framework (Business/Non-Profit) 2015-2016.
There were seven categories in the framework, which were further elaborated through 16 sub-categories, based on two broad dimensions: process and results.
The framework puts customer experience at its nucleus, emphasising the significance of delivering superior experience across the value chain and institutionalise a customer centric culture.
The applicability was assessed based on size, sector, business model, products and services offered and other relevant information including strategic advantages and challenges.
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A comprehensive, rigorous assessment process was designed in line with internationally practiced assessment process. The assessment process involved submitting a detailed application document as per the Model Criteria.
Based on the outcome of the macro level assessment clearance, onsite assessment has been carried out to further assess the maturity of practices and performance, in line with the requirements of the framework.
Brickwork has also received a special recognition for "leveraging digital transformation to deliver superior customer experience".