Quality

Quality

Pursuing Armstrong’s Mission Statement requires that we work together – with our team and our Customers – in order to “deliver excellence in quality… and customer satisfaction.”

Armstrong Relocation Memphis Quality

Defining It

Our culture is built upon seven foundational DNA elements, one of which directly affects quality—Value. About Value, we believe “Customers define; we deliver it.” That means we purposefully look at everything we do through the eyes of those we serve. Quality is ever-evolving and every-changing, so we, too, must continue to change in order to elevate our customers’ experience.

Designing It

In view of ISO 9001:2008 compliance and led by a Six Sigma Yellow Belt, we know the proven processes that result in consistently superior outcomes. Facilitating these outcomes begins with hiring background-checked individuals who align with our foundational principles and training all team members in adherence with our quality standards. At the implementation stage and in recurring review meetings, we adapt these process steps to support client-specific preferences. Our proprietary move management system continuously measures process compliance with critical-to-quality steps.

Documenting It

While measurement methods vary, we collect customer-relevant feedback to quantify performance. After thorough consideration of client-specific goals and preferences, data are collected via analytical survey tools, receipt of anecdotal feedback and customer interviews. Results are utilized internally for recognition and coaching, and externally in client review meetings.

Delivering It

Team member training, coaching, compensation, recognition and promotion are aligned in support of key metrics. Certified training courses address both technical and interpersonal skills. Exemplary performance is recognized and celebrated in a variety of ways. When performance falls short, we analyze causative factors and take corrective actions, fostering client retention, customer referrals and continuous improvement.

See more details under Recognition.

  • "The Armstrong team kept in constant communication to give us all of the necessary updates throughout the move. Everyone was very prompt and professional.”
    G.Y., April 2016
  • "Our driver, Robert, went above and beyond. He is an exceptional employee. He took special care of our things and communicated with me in a timely and professional manner. The loaders in Memphis were also very professional, kind and hard-workers. Thank you!”
    S.D., April 2016
  • "Our coordinator, Frances, with Armstrong is to be commended. She worked with me on several occasions to ensure our belongings would be delivered on time and she was always very quick to return phone calls and/or emails. Superb job in every aspect!”
    L.C., April 2016
  • “Our lead on the delivery and unpacking was awesome!  He was very thorough in explaining why they did things and constantly made sure we were pleased with their work and that all of our questions were answered.”
    T.R., April 2016
  • “Our driver and crew hit it out of the park and made the process/experience excellent.  They communicated greatly, keeping me posted of the time frame and what I could expect throughout the week.  Most importantly, they showed up early (before the scheduled time) and were ready to work.  Thanks for making this stressful event most enjoyable and easy.”
    A.G., April 2016