STEVE FACER

A graduate of Sydney University with post-graduate studies at Monash, Steve Facer purchased Chess Industries Ltd in December 2003.

Steve has worked extensively overseas for multi-national companies holding senior executive positions in the US, Europe, Asia and South Africa. Prior to returning to Australia, he was based in Japan for almost five years.

To bolster the company’s resources in traditional engineering skills, he has recently expanded apprentice intake and introduced monitoring and mentoring programmes to ensure Chess apprentices have the proper skills base to grow with the company.  The new management style has also seen the introduction of a more customer-focussed approach with significantly increased customer contact through a wider range of staff dealing with their counterparts in client companies.

A WORD FROM STEVE FACER – EXECUTIVE CHAIRMAN

THE CUSTOMER IS NEVER WRONG

Chess Engineering has always been capable.  We can make or build anything from small replacement parts, to very large components.

All business is about customers. To stay in business we must earn their respect and service those customers compatible with our skills and expertise.  They are our lifeblood and our attitude towards them must be right. Chess has improved its customer service so that:

• We service our customers better by comparing ourselves against known direct competitors. We aim to be the best in our class  which can mean different things to different customers. For some, having a fully traceable “paper” trail is an imperative, For others, the flexibility to crank-up extra hours to get the job done quickly is paramount. It is a long and individual list.
• We must get the job right. Elimination of errors or miscommunication is a best practice objective for Chess enabling a trouble-free transition from placing the order to delivery of the finished product.
• We are open-minded to requests. We take every enquiry seriously and look for the most efficient and cost effective method of fulfilling the customer’s need.
• We know that, every customer is different and must be treated according to their specific individual needs.

Our staff know that:

• The customers’ needs and priorities are more important than ours;
• Efficiency reduces internal and external conflicts;
• Individual responsibility makes everything work better.

We are continually improving our internal systems.
Constant improvement of operational systems is a must for any successful business. Internal reorganisation has made Chess more efficient, more accurate and more service orientated.