Our Ethos: Responsive, Flexible and always High Quality. That’s our promise to our customers…and our numbers back it up!
We pride ourselves on having the best service and customer care that a manufacturer in the fire sprinkler industry can provide. Ask yourself – how many of my suppliers are as responsive and helpful as SEP, whether I need a quote, have a technical enquiry, or need to solve a problem? If there is anyone out there, let us know what they do better.
A key measure within our ISO9001 Quality Management System (QMS) is On-Time Shipments, and we set ourselves an aggressive target of 97%. This is so we can always strive for (almost) perfection in our processes, to ensure that your order leaves our doors on (or before) our agreed despatch date.
Our new Finance Assistant, Liam, has been busy bringing all the data up to date and – where something has been late – finding out how, why, and how we might have been able to prevent it happening again (which is the important bit).
As illustrated in the chart above, our 97% target is shown by the red line. We are pleased to report that we consistently exceed this target and have done throughout the year, maintaining a performance rate of no less than 98% each month – in fact most months are 99% and some are 100% which is where we like to be. The rolling 6-month average remains consistent at 99%.
For products manufactured in-house at SEP, only three instances have occurred where shipments did not meet the scheduled delivery time – and that’s for the whole of 2025 so far! We have of course thoroughly investigated these anomalies and implemented corrective actions to prevent recurrence.
In fact almost all late deliveries are attributed to underestimations of lead time for bought-in products (by our suppliers or internal team). While these delays are challenging to fully mitigate due to the external factors influencing our suppliers’ lead times, we remain committed to providing you with the most accurate lead time estimates possible and will continue to make every effort to minimize any disruptions to our service.
Also, we know that there are occasional issues with carriers, which are completely unavoidable especially in the run-up to Christmas, but we will always do what we can to help on the day – please bear in mind that in these circumstances, we are as stuck as you are, and this is never the fault of the office staff who are helping you.
If you have any questions, we would be happy to answer them – please contact us.