| Century started its Quality Care
initiative back in the summer of 2004 and since that time we
have obtained quite a bit of knowledge of what our customer
expects of us. Through the use of an independent Maritz study,
Century sponsored surveys, and suggestions from our top customers,
we have developed company “Best Practices” standards.
Maritz
Research is an international marketing research company
whose independent study of our industry (both Century and
its competitors) is conducted every two years. The results
of the comprehensive surveys provide a measuring tool for
us to understand how well we meet our customer’s needs
based on performance and perceptions in 14 categories. (Click
here to view category chart). Our goal is to score a minimum
9 out of the 10 possible points in every one of these categories.
Starting in March of 2005 we have rolled out new initiatives
that involve every one of our employees at some level. Here
are a few of the things we have implemented to date:
· We have invested in a new networked phone system
allowing you to contact anyone within our 4 locations with
just one phone call.
· We have invested in specialized training of employees
· Our Service technicians are becoming certified by
the “Outdoor
Power Institute” and the “Equipment
Training Council”
· Our sales representatives are becoming certified
by SMEI
(Sales & Marketing Executives International)
· We continue to conduct surveys rating our performance
on sales, service, delivery, and product performance
· We have established guaranteed response times for
various activities throughout the company
Our main goal in Quality Care is to provide exactly that,
Quality products, Quality relations, and Quality performance
to each and every one of our customers. We welcome your input
on how well we meet those goals. Click this link to fill out
our Quality
Care Web Survey. It will be sent directly to
our Quality Care Director and will be held in strictest confidence.
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