Welcome back to #QualityMatters.  Your host Darci Chambers and Co-Host Kyle
Chambers are discussing “Eradicating Inconsistency”. 



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When pest-control company Orkin expanded rapidly in the
middle 1990s, consistency of service and quality suffered. Initially the
company dealt with the situation by requiring its commercial branches to work
to attain ISO 9001 certification. In 2002, the company established a quality
assurance department. The QA department first issued a manual detailing a
process by which the whole company would become ISO 9001 certified. It then
launched a full audit of compliance with internal standards, customer
requirements and state and federal regulations. The initial audit encountered
resistance from local management, but the QA department worked to establish
trust by convincing managers of the benefits of the process. The company's
quality management system earned ISO 9001 certification in 2005, shifting the
burden of quality responsibility to the QA department and saving the company
nearly $125,000 per yea […]  Check out
the case study for yourself below



http://asq.org/quality-progress/2012/03/customer-satisfaction-and-value/eradicating-inconsistency.htm



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