Ep 3 - Eradicating Inconsistency -ORKIN Case Study

Welcome back to #QualityMatters.  Your host Darci Chambers and
Co-Host Kyle Chambers are discussing “Eradicating
Inconsistency”.  First, make sure you go online to subscribe
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especially if you have a great idea for a new topic we should
address.
https://itunes.apple.com/us/podcast/qualitymatters/id1447300405?mt=2
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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