Page 221 - The City and Guilds Textbook: Plumbing Book 1 for the Level 3 Apprenticeship (9189), Level 2 Technical Certificate (8202) and Level 2 Diploma (6035)

Chapter 4 Planning and supervision

l Handover information: at the end of any contract, the customer must be
given certain information. For large contracts, this includes the health and
safety file already mentioned. For small domestic contracts, a file should be
made that contains any manufacturer’s information, installation, servicing
and user instructions, the appliance warranty information, contact numbers
of key personnel within the company, and a letter of thanks for their
custom.
During the handover process, the customer should be shown where all
control valves are, and how to use any appliances and controls that have
been installed.
As with all data that contains private customer information, caution should be
exercised to protect this information, as dictated in the General Data Protection
Regulation 2018.

Company policies and procedures
Company working policies/procedures highlight what is important for the
company and link this to its daily operations. Well-written policies and procedures
allow employees to understand their roles and responsibilities, and management
to guide operations without needing to constantly intervene because employees
know what is expected of them.

Companies may have policies and procedures relating to the following aspects:
l Behaviour: companies and organisations demand a certain behaviour and
professionalism towards their customers and management. Customers
demand a certain respect, efficiency and professional attitude towards
the work and themselves.
l Timekeeping: customers do not expect and will not tolerate lateness, unless
it is unavoidable. If lateness cannot be helped, then the customer should be
informed at the earliest opportunity.
l Dress code: a company uniform or dress code presents a positive,
professional image that the customer comes to recognise. Many companies
and organisations have a set company uniform that is expected to be kept in
reasonable order. Some companies have a laundry policy, where uniforms or p Figure 4.7 Plumber presenting a
company work wear are cleaned free of charge. professional image
l Contract of employment: a contract of employment is a mutual agreement
between the employer and the employee, which is the basis of the
employment relationship. A contract is made when an offer of employment
is accepted.

VALUES AND BEHAVIOURS

Remember, presenting a professional image is key to attracting and retaining
customers, who will associate a uniform and well-organised work site with a
skilled and competent plumber.

209

9781510416482.indb 209 29/03/19 8:56 PM