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1. MARKETING MIX
Marketing services is Marketing People. When a customer signs an underwater IRM contract, he is buying a service to be performed. In the end, he will be the owner of a tangible product, Inspection Report, but the quality and cost, as well as the suitability of that report as a solution to his problem depend largely on the services rendered by the contractor. The buyer's best evidence of the quality and competitive superiority of the service he will buy is the impression he gets of the professional capabilities of the manager and staff of the contractor. Therefore, the selling and creation of satisfaction for the buyer before, during, and after executing of the work is the responsibility of the diving firm's personnel who interact with the customers and who are assigned to the project.
Too often an underwater Inspection, Repair and Maintenance (IRM) contract is "sold" by the contractor's manager or salesperson and carried out by other supervisory personnel who feel too little responsibility for satisfying the customer throughout the project.
Therefore in this aspect of people, SES personnel who will both supervise the underwater work and work with the clients are made known to and evaluated by the clients from the time of contract negotiation or awarding of contract, and they have the responsibility of providing feedback to management during the course of the underwater work so that corrective action can be taken or negotiated should performance fall short of the client's expectation. All other personnel involved or performing the underwater inspection work are also evaluated and approved/accepted prior mobilisation to the worksi ...