Last year when I joined HID Global, I was aware of our reputation for having some of the best products and processes in the industry. Coming from outside the industry, I was looking forward to furthering the work our company has done to maintain quality and customer satisfaction as a core corporate focus.
I want to take this opportunity to let you know some of the initiatives we are taking to guarantee that the quality you have come to expect remains in the products and services you purchase from HID Global.
One of the first steps we took was to update our quality policy to reflect the importance of customer satisfaction and quality in everything that we do. “We will provide our customers with the highest quality trusted solutions, on time, every time, through our relentless pursuit of world class practices.”
Digging deeper into the quality policy, there are four guiding principles that are key to enhancing and solidifying our efforts as a quality-focused organization. They are:
• The customer defines quality
• A process focused quality system equals sustainable quality
• Delivering quality to our customers is every HID employee’s responsibility
• Informed decision making is data driven
Through voice of the customer surveys, I’ve heard HID Global customers speak loud and clear: value is all about quality and quality is the most important reason HID customers purchase our products and services. To provide value and increase customer satisfaction, we recognize our products must continue to exceed our customer’s quality and cost expectations.
To strengthen our process discipline, we have an increased focus on our Quality Management System. I’ve stressed that we need to continually refine our processes through best practice sharing and process standardization, where it makes sense.
As part of our global 'Customer First' initiative, I’ve tasked everyone at HID Global to commit to delivering quality products and services to our customers. It is the people in our organization that make this initiative a reality through communication, collaboration and a commitment to a daily discipline in the execution of our processes.
Finally, we know that to continue to move our business forward, we must use data to drive decisions and prioritize issues for correction, and we are committed to doing just that.
There are several initiatives across HID which are currently being implemented that will help us on our journey to deliver quality to our customers. Over the coming months, I look forward to sharing our efforts with you and invite you to let me know what quality issues are important to you and your organization.