Quality
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Quality |
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Commitment to Quality |
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Quality Mission "To empower UNITED ELECTRIC employees to be the best in servicing customer needs with dedication to measuring constant improvement." Quality at United is basically four principles:
Customer service, Employee involvement, Measured performance, and Continuous improvement.
Our CUSTOMER SERVICE: United’s goal has always been "to be the BEST in our industry by providing 100% Error Free Service - Every order shipped on time, every time, error free." This goal has not changed. Our quality efforts are aimed at achieving this goal. We want our customers to know they can rely on United to deliver what they want, when they want it -- the first time, every time! In other words, "Exceeding our customers’ expectations..." to keep them coming back again and again. State of Delaware Quality Award In Honor of W. L. (Bill) Gore United Electric proudly accepted the State of Delaware Quality Award in 1995, 1998 and again in 2001. As the winner of this award, United was recognized for its approach and implementation of quality standards and improved customer satisfaction in areas such as Leadership, Valuing People, Operational Processes, Supplier Partnering, Community Impact, and Measured Results. EMPLOYEE INVOLVEMENT The quality culture at United is Employee Involvement. As employee owners, we know the future of our company depends on every employees’ participation and dedication to customer service. Every employee is trained and "empowered to be the best in servicing customer needs..." Hence, our quality trademark EPIQ - Employee Partners Insuring Quality. MEASURED PERFORMANCE With the help of United’s Customer Advisory Team, our Real Performance Measures (RPM’s) were developed to show our progress towards error free customer service. This information, provided quarterly to our customers, is a "report card" of United’s service. The RPM’s are critical indicators of the effectiveness of our quality efforts. The Real Performance Measures are: On-Time Delivery, Fill Rates, Shipping Accuracy, Invoice Accuracy, Credit Memo Cycle Time, Customer Satisfaction. CONTINUOUS IMPROVEMENT "On-time, every time, error free.." is our goal. "Exceeding our customers’ expectations.." is our vision. To continuously improve our customer service is the challenge we’ve incorporated into our day-to-day operation. United’s Quality Process has provided the foundation to achieve these goals and challenges. For more information regarding United’s Quality Process contact Donna Shamblin, United Electric Director of Quality - (302) 324-3220 E-mail Donnas@unitedelectric.com |
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