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 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.

  • "I would highly recommend using the Armstrong Relocation Services in Oklahoma City because of our experience with the driver and delivery crew. They were very respectful and helpful and I appreciated how easy the entire process was from start to finish. The paperwork was explained to us clearly and easily and we were told what our next steps should be."
    S.S., July 2015
  • "Jacqueline Hire, the agent who worked with us in Oklahoma, was just wonderful.  I also commend both of our drivers for being professional and helpful."
    R.M., August 2015
  • "We had an exceptional crew member who went out of his way to unpack our home with extra care. He worked very hard and was a stand-up guy. Thank you!"
    A.R., June 2015
  • "The delivery crew went out of their way to make a difficult move better. I appreciate their attention to detail and they were all very enjoyable to work with!"
    D.F., July 2015
  • "Our driver did a wonderful job of putting our furniture back together and working with us on getting settled into our new home."
    R.M., August 2015