Baker Tilly Mooney Moore

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Innovation
Baker Tilly Mooney Moore provides business advisory and accountancy services to clients in the private, public and voluntary sectors.

Services provided include; Audit & Assurance, Taxation, Computer Consultancy, Business Services, Corporate Finance, Forensic Services, Corporate Recovery, Business Planning, HR Management Consultancy and Marketing.

In 2000 the firm was selected to become the member firm of Baker Tilly International in Northern Ireland.  With 145 firms in 110 countries Baker Tilly International is the eighth largest accountancy and business advisory firm in the world. To further serve the needs of our clients the firm created an all-island practice with the Republic of Ireland’s member firm, Baker Tilly Ryan Glennon, in 2007.  The five partner firm now employs approximately 35 staff and is based in Clarendon Dock in Belfast.

Why we committed to the “Gold Star” Service Excellence Pilot 

We are committed to customer service to differentiate ourselves in a competitive market place, retain clients and increase staff satisfaction. 
We applied to the Gold Star Programme to give us the opportunity to benchmark ourselves against best practice, receive an external analysis of our practices and develop action plans for improvement that are in line with best practice. 
Achieving the Gold Star Standard would display our commitment to customer service to the wider world.

Reaction and Impact

We were delighted to be selected for the pilot programme and have been extremely impressed with the process and how it has been carried out.  It has served as a catalyst for positive change within our firm.  It has refocused attention on customer service and initiatives that we have put in place include:

Client Care Team established – a team of staff members has been set up to establish a set of standards and ensure these are implemented consistently throughout the firm.  These standards are focused on procedures that will deliver excellent customer service. 

The group also generates ideas and new approaches to be carried out throughout the firm.  

Internal Newsletter - Issued by e-mail quarterly to ensure consistent and regular communication with all staff. 

Yearly Staff Event - an opportunity to update all staff on the firm and to welcome new staff.

Awards – the firm won the Customer Service Excellence Award for the Professional Service Sector at the Belfast Business Awards.  

Taking part in this process has given us an independent, external appraisal of our processes. It has provided a structured, practical method of self-assessment and a realistic yet ambitious action plan to address areas for potential improvement and recognise areas of strength.

Benefits

As a provider of professional services, the importance of motivated, committed and professionally trained staff is vital to the success of our organisation.  The firm recognises that providing excellent customer service is a process of continuous improvement, which will ultimately result in tangible business benefits through client retention and referral work.

The firm has put in place work practices aimed at improving its business, focusing attention on customer service, developing and supporting its people, attracting and retaining clients and offering a wide range of services tailored to individual client’s needs at a competitive price.

  • Jane Campbell. Marketing Coordinator

    "Last year the firm was selected to take part in the pilot programme of the Service Excellence Gold Star Award. This Award was established by the Centre for Competitiveness in Northern Ireland and is endorsed by the Northern Ireland Consumer Council. The process involved partners, directors and managers completing a questionnaire focusing on various areas of the firm's customer service and a number of staff taking part in a focus group to discuss these same areas. This identified areas of strength and underperformance. An action plan was agreed and implemented to address those areas of underperformance. Following this an accreditation took place. In March 2011 Baker Tilly Mooney Moore was awarded the Service Excellence Gold Star. Belfast Business Awards Baker Tilly Mooney Moore is delighted to win the Customer Service Excellence Award for the Professional Service Sector at the Belfast Business Awards, a prestigious and highly competitive event."