COMMUNICATING YOUR QUALITY STANDARDS TO CUSTOMERS

ZIA SIDDIQI, PH.D., B.C.E.DIRECTOR OF QUALITY SYSTEMS, ORKIN LLC

WWW.ORKIN.COM

INTRODUCTION

SETTING THE STAGE

Quality standards are an important factor in a business’ success –

they help to validate that the company holds itself to the highest

level of accuracy, efficiency and excellence.

ACCORDING TO RESEARCH…

• Customers will pay more for better service.

• In 2014, 74% of Americans said they have spent more with companies because of a history of positive customer service experiences.

• In 2010, that number was below 60%.

• What does this mean? As service-related businesses grow, quality is expected to improve, too.

*All percentage values from “2014 American Express® Global Customer Service Barometer,” American Express, May 2014

COMMON DOWNFALLS

Ongoing service improvements don’t always happen as they should when a company is:

• Not enforcing any quality standards

• Not ensuring quality standards are upheld at individual locations

• Not proactively communicating quality standards

ORKIN’S STRUCTURE

Orkin Commercial Services

Midwest Division

Northeast Division

Pacific Division

South Central Division

Southeast Division

Orkin Branches

Orkin’s complex hierarchical structure has made it challenging to communicate and implement Quality

Improvement initiatives.

HOW TO IMPLEMENT A QUALITY STANDARD COMPANY-WIDE

STEP 1: CREATE AND PUBLISH A MANUAL

• Provides details about your quality standard

• Made available to all of your employees

• Guarantees that your staff are on the same page and helps avoid shortfalls

STEP 2: PUSH THROUGH OBSTACLES

• Persistence matters – rise above resistance

• Partner with the local level to enforce your quality standard

• Do not allow your quality standard to be modified at the local level

STEP 3: EARN ISO CERTIFICATION

• Gives third-party credibility to your company

• Heightens your company’s reputation

• Means the quality standard has been approved by the world’s largest developer of standards

Orkin followed those three steps to create a company-wide ISO-certified internal audit process.

ORKIN’S ISO CERTIFICATION

WHY PROGRAMS THAT CONTINUOUSLY IMPROVE QUALITY ARE IMPORTANT

IMPORTANCE OF SPECIAL PROGRAMS

• Reinforce quality performance

• Boost customer service and reiterate service excellence

• Set your company apart from competitors

• Build partnerships between your company and its customers

Orkin’s Gold Medal QA service for food processing, healthcare and pharmaceutical customers helps ensure customers meet or exceed

regulatory audits.

ORKIN’S GOLD MEDAL™ QA SERVICE

ORKIN’S GOLD MEDAL™ QA SERVICE

• 200 commercial branch audits per year to ensure branches are compliant with Orkin’s quality standards

• As part of each branch audit, auditor conducts:• On-site safety & regulatory reviews• Vehicle safety inspections• Service equipment inspections• Administrative reviews• Personnel training requirements• Client on-site service inspections• Service standard adherence (Orkin, AIB

International, FDA, USDA, etc.)• Company-owned vehicle inspections

ORKIN’S GOLD MEDAL™ QA SERVICE

While the IPM Assessment helps Orkin to foster a stronger relationship with its customers, the Internal Service Evaluation ensures that Orkin is holding itself accountable for quality service from its technicians.

Enhanced service and accountability are both elements that should be included in any special program.

WHY COMMUNICATING QUALITY STANDARDS IS IMPORTANT

POSITIVE IMPACTS ON BUSINESS SUCCESS

• Company culture – fostering a “culture of quality” (internally and externally)

• Customer retention

• Company reputation

POSITIVE IMPACTS ON ORKIN’S BUSINESS

Customer satisfaction rates increased as well.

97.1% of customers said they would recommend Orkin to others.

2005 201025%

30%

35%

40%

45%

28.30%

40.40%

Branch Compliance (Commendable Rating)

2005 20101.75%

1.80%

1.85%

1.90%

1.95%

2.00%

2.05%

2.10%

2.15%2.09%

1.84%

Customer Cancelation Rate

*All percentage values from “Eradicating Inconsistency: Orkin’s internal audit process fosters more reliable service, reduces customer churn,” Quality Progress, March 2012

POSITIVE IMPACTS ON ORKIN’S BUSINESS

• By decreasing the customer cancelation rate, Orkin preserves approximately $660,000 in revenue annually.

• Orkin also saved nearly $125,000 each year by shifting to ISO certification of the audit process.

*All dollar values from “Eradicating Inconsistency: Orkin’s internal audit process fosters more reliable service, reduces customer churn,” Quality Progress, March 2012

QUESTIONS OR COMMENTS?

Zia SiddiqiDirector of Quality Systems, Orkin LLC

zsiddiqi@orkin.comwww.orkin.com