We live responsibility within three main clusters:
We want our staff to be in the driver’s seat. Each and every job at Aurigon is important and contributes to the success of the company. Proactive working means regarding one’s job, one’s task, one’s field of work as one’s own personal objective. Following the rules while recognising the free scope of action within acceptable limits makes the difference and leads to success.
Decisionsshould be taken at the point of maximum available competence. At Aurigon, we aim to allocate decision-making authority as closely as possible to the particular situation. On the other hand, overstepping of lines of competence should be avoided with the aid of clear and transparent guidelines combined with efficient lines of communication.
A suitableerror culture supports us in encouraging our staff to take responsibility, act proactively and take decisions where necessary. With a strong Quality Assurance department, supported by IT systems and the four-eyes principle, everything possible is done at Aurigon to minimise errors. But particularly when errors do arise, the right reaction and management of the situation is of the utmost importance.
First rule: Always ensure that an error becomes immediately visible. This gives the entire team a chance to react and redress the error in the best possible way.
Second rule: Communicate fast and transparently to the client, and offer initial solution strategies. This will increase the client’s confidence in our organisation.
Third rule: Regard errors as a valuable source of information about our own processes and behaviour patterns. Let us learn and improve wherever we can.
Fourth rule: Errors are human. If we stand by our errors, we will be treated with respect. But there are exceptions: Carelessness and multiple repetitions of the same error should not be tolerated.