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We are starting off from a blank sheet of paper, so as such we need to
clarify our roll and who we are and what we are about.1) Introduction of Council members :- Chris Chantrell, John McKenzie, Sean Delaney
I know that Alex was asked initally but if I am correct he declined due to pressure of work but said that his services could be called upon if required.
(Basically he’s on the sub’s bench.)2) We need to give a brief brief mission statement of why we are there and what we do.
3) Perhaps we could have a F.A.Q section to answer the obvious basic questions.
4) We will need to remind participating members that they have already agreed to the UKW service charter, as it is pre requisite to inclusion on the database
Theres a few ideas to kick off with ……………..
Re: Advisory Council defining it’s roll and members
FAQ section is no problem at all, just write it up and I’ll publish it. And that’s a damn good idea! 🙂
The concept is that the AC is an arbitration service for members of the public and the site, so good communication with both is a given. As Dave found out today a simple call or email can often times solve the problem.
What we have to realise here is that you guys could end up mediating disputes between a contracter (man/WP/insurer) and a member as well as between members of the public and members. However, I feel that if it comes to that then that service, if instigated by a corporate entity (i.e. not a UKW independent repairer) then the service should be paid for to cover your time and any expenses. Any surplus funding should go back into the subs funds.
I also think, as I have said, that you should control the subs funding. Obviously we’ll admin it and police it as, quite simply, none of you have the time and we pay someone to do that. But ultimately any decisions on who should be paid for what from it, or where it should be spent should be cleared with you guys from this point onwards as it’s the repairers money, not ours.
So, the Pat UK thing should be dealt with by the AC I feel.
Any complaints from Repairs@ that we can’t delfect quickly go to the AC to arbitrate on. But we wil deflect what we can from you.
That’s it for now, but I could write a book. What I don’t want to do is influence this too much, it’s your baby, just my idea.
K.
Re: Advisory Council defining it’s roll and members
Another thought just popped into my head. Would it be possible for the A.C. to have it’s own private mailbox as some members may prefer to aire there problems and concerns in a smaller forum, rather than bare their soul in the open trade forums as Pat uk has found the need to do.
We have to stress that we are there first and formost to support our own membership to whom we must allways give the benifit of the doubt.
Whilst at the same time informing our members that we are also open to representations from members of the public regarding complaints of our members and are duty bound to respond to such.thoughts please
Yep, I’ll need to get it set up but I don’t see any issue with doing that at all.
I’ll do it web mail tho so that it can be a shared mailbox and teach you all how to do it. :S
K.
Re: Advisory Council defining it’s roll and members
Just reading the above posts raises loads of questions….
1) Why should the AC “control” the subscriber funds. What exactly do you mean by control?
2) Payment for time and expenses and excess funding being returned to subscriber fund is mentioned. Where is this funding, who might have to pay what and when?
3) Will the AC sit down and write up a set of rules and regulations that they will adhere to? Allowing uniformity in the desicion process, which ultimately brings fairness.
I can’t agree with the Pat-UK thing going to the AC as his case is way to far gone through due process for us to interfere. Its already at court and I’m afraid Pat-UK has left it too late to make his problem known.
However if the AC feel they have to intervene I would like to see a set of rules in place that protects the AC and UKW from overstepping the mark and allowing legal action against us.
The AC is a good idea, lets not get to carried away by assuming we are all things to all men.
Kevin
Re: Advisory Council defining it’s roll and members
As I said, I think that the AC should have control of the subscriber fund or, at the very least, ratify the uses of it. So basically the subs in conjunction with the AC decide what to do with it and how to best use it. Just because I suggest something doesn’t mean it came down from the mountain on a tablet of stone you know. 😉
In the end, the subs fund, other than us being subscribers ourselves, is of little consequence to UKW Ltd.
The point is open to discussion, so discuss.
Funding would have to be found from within either the subscribers funds or, again as I said if you read it agai (:lol:), that should, for example, a manufacturer wish to use the AC to arbitrate a dispute then they pay for that service. Of course the rates will have to be set by the AC, not us.
On 3, yes exactly the intent. This forum was instigated to facilitate that process for now, which is what we’re doing here.
Pat-UK, we are putting on a face and giving the guy the options. With the post made last night I was trying to make clear what the AC is about, why it’s here and needed. What needs to be done is to demonstrate that it works, after that it is only a question of time before it becomes an accepted norm. We’re only sowing the seeds here and by, to an extent, using Pat’s circumstances demonstrating how this can work for everyone. The hope being that more people, especially newer members, see the value in what we’re trying to do with this and choose to subscribe allowing us to further expand on that in time as well.
So, whilst you perhaps don’t agree with the circumstance surrounding Pat and what’s gone off there I’m pretty dam sure that none of you would disagree whith the motives for doing it.
You are correct, the AC needs a framework to work to and within, that goes back to designing something that has never before been done, the point of the discussion. It’s all new ground.
The AC could have an absolutely massive role and impact on the trade in time, I simply cannot understate the importance of it for us as repairers. Not only can it protect us and the public, but it can also serve as an absolutley invalueable marketing tool that nobody else has to market OUR repairers as being a cut above everyone else.
The nice thing about it is, we are self-governing in this instance free from imposed restriction.
Think about it.
K.
Re: Advisory Council defining it’s roll and members
I think its more than evident that a “AC Code” needs setting up, this will be a reference benchmark that will allow the AC to be consistent with their dealings with members/public/trade bodies.
The question as to what their responsibilties are and how they execute those responsibilties needs addressing. If indeed the AC feel they should “control” subscriber funds, they need to ask all subscribers for their view.In reality the subscription was and is set at an extremely low fee, it was intended to allow the subscribers to help themselves once the fund had grown. To my knowledge the subscription was never intended to fund the AC nor could it on its present setting. Whilst the subscriber fund now tops £3,000.00 it will never become a revenue stream for 3 paid council members.
As far as the AC members are concerned I think they have to put the rules in place 1st before we start making use of their services. They just like the rest of us need the right tools to do the job in hand.
How about we have a meeting with all AC members on the Thursday night before our next meeting where we can hopefully put finishing touches to whatever they come up with.
KevinRe: Advisory Council defining it’s roll and members
kheath wrote:
How about we have a meeting with all AC members on the Thursday night before our next meeting where we can hopefully put finishing touches to whatever they come up with.
KevinThis is the best plan by far.
I dont think our job should be that of administering fund’s, though the A.C. should be able to request this it feels it neccessary from the admin team from the ukw member fund.
I know that you are trying to show that ukw members money is seperate from that of ukw ltd.
Maybe in time that question may need to be addressed but for the moment I really dont think it’s an issue.
Sean
Well at least I got you all thinking. :rotfl:
It needs thought out and discussed, that’s the point.
K.
Re: Advisory Council defining it’s roll and members
UK Whitegoods Advisory Council
Introduction
The Uk Whitegoods Advisory council was set up in September 2004 at its 3 rd. national meeting in Stafford
After the UKW database of independent domestic appliance repairers went live on the site. It was felt by a majority of the membership that an Advisory Council (A.C.) should be set up to monitor and uphold the Service Charter Agreement that each subscribing member has had to agree to comply with before their individual service and contact details can be posted on to the site data base.Though we trust, that our members are some of the most conscientious in the land, when it comes to delivering a first class level of service to customers. It was felt that a system must be put in place to safeguard the integrity of the website and it’s membership.
For this reason the A.C. was set up to handle any complaints from members of the public regarding service received from UKW members via e-jobs or whose details they have acquired directly from the UKW site database.
We fully expect as a council, to be the most under worked section of the site as the vast majority of disputes will always be amicably resolved between the service provider and the customer. This will always be the preferred route and will be insisted upon before the A.C. becomes involved in any dispute.
When this cannot be achieved and the customer complains directly to either UKW Administration Team or the UKW A.C. The matter will then be investigated by the A.C.
where an adjudication will be arrived at and published on the site.………………………………………………………………………………………
The above is a rough draft at an introduction your thoughts on what needs puttin’ in or takin’ out please.
S
Excellent first shot Sean, but call e-jobs Repairs@ so everyone knows as a lot of people won’t.
Come on Penguin and John, I know you two have opinions. 😉
K.
Re: Advisory Council defining it’s roll and members
I have taken the liberty of posting a copy of an introduction draft from an e-mail from chris
Chris say’s, quote :-
Advisory Council – Thoughts.
The discussion is now splattered across 3 threads, and I for one am struggling to pull it all together.
Firstly, what is it? May I suggest:
“The UKW Advisory Council has been created as an independent body within UKW to advise, arbitrate, mediate and advocate on matters of interest to the membership of UKW.
Since UKW Ltd was formed it was felt that this body should be formed from a cross- section of whitegoods members with no financial involvement in UKW, in order to provide a balanced selection of opinions and experience to assist the membership at large.”
Secondly, specific responsibilities:
“The primary perceived function of the AC is to deal with problems arising from the repairs@ and Directories facilities on UKW. This will most likely be disputes with Members from the Public regarding satisfaction/quality/delays or damage, which have been unable to be resolved through other channels. The AC undertakes to liaise with all interested parties in confidence and arrive at a ruling which shall be binding on all parties.”
Sanctions to be discussed. Notification of Findings to be discussed.
“The AC will be involved in policy where relevant to the Membership. These may include changes to the Members Charter and use of the Subscribers Funds for instance.”
Problem – not all members are Subscribers – you don’t have to Subscribe or sign the Charter to be in Directories. Does the AC claim a jurisdiction in Directories? It’s still a membership thing.
“The AC will serve a specific term of _year(s), before being re-confirmed or replaced as the Membership sees fit.”
Time? How?
“The 3 members of the AC are a sole trader, a small employer and a large employer.
Chris Chantrell (Penguin45) has been involved in the white goods industry for 19 years and has been a sole trader for the last 12.”
Sean and John to add as they see fit.
This is far from complete and is intended only to get the discussion focused on the specifics. Add, subtract, discuss. Chris. end quote
I’m sure when John chips in with his version we can arrive at a conglomeration of the best points from each
appologies for calling it e-jobs it will be replaced of course with repairs @.
Also as chris quite rightly points out that this thread is splattered across three seperate threads not to mention e-mails flying around.
let’s make this forum the place to sort it all out and develope our modus operandi.Sean
Re: Advisory Council defining it’s roll and members
Chris’s Post has raised an interesting question in that free inclusions on our data base is given to all.
should we not mark in some way those who have agreed to our charter and those who have’nt.
It may encourage all to raise their game and agree a universal standard.Sean
Re: Advisory Council defining it’s roll and members
draft no 2 (awaiting some editing from john mac)
UK Whitegoods Advisory Council
Introduction
The Uk Whitegoods Advisory council was set up in September 2004 at its 3 rd. national meeting in Stafford
After the UKW database of independent domestic appliance repairers went live on the site. It was felt by a majority of the membership that an Advisory Council (A.C.) should be set up to monitor and uphold the Service Charter Agreement that each subscribing member has had to agree to comply with before their individual service and contact details can be posted on to the site data base.Though we trust, that our members are some of the most conscientious in the land, when it comes to delivering a first class level of service to customers. It was felt that a system must be put in place to safeguard the integrity of the website and it’s membership.
For this reason the A.C. was set up to handle any complaints from members of the public regarding service received from UKW members via Repairs @ or whose details they have acquired directly from the UKW site database.
We fully expect as a council, to be the most under worked section of the site as the vast majority of disputes will always be amicably resolved between the service provider and the customer. This will always be the preferred route and will be insisted upon before the A.C. becomes involved in any dispute.
When this cannot be achieved and the customer complains directly to either UKW Administration Team or the UKW A.C. The matter will then be investigated by the A.C.
where an adjudication will be arrived at and published on the site.Basically The UKW Advisory Council has been created as an independent body within UKW to advise, arbitrate, mediate and advocate on matters of interest to the membership of UKW.
CouncillorsThe council members are
Chris Chantell
Chris Chantrell (Penguin45) Has been involved in the white goods industry for 19 years and has been a sole trader for the last 12
Sean Delaney
Sean Delaney (Del) Has been involved in the whitegoods industry for twenty three years and in partnership started his own business sixteen years ago employs four engineering staff and two administrators. Previous to the whitegoods industry was an electrician for fourteen years with the electricity board
John MckenzieJohn McKenzie (John Mac) Has been involved in the whitegoods industry since god’s dog was a pup, cut his milk teeth on the plastic program card from a hoover keymatic.
Went on to attend public school at Glasgow borstal where he attained an honors degree in
Haggiss trafficking, is fluent in two lanuages (Glaswegian when sober Gibberish when pissed) ……………….. err I could go on but I think but this might encourage him to edit his own profile
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