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 Chicago 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.

  • "These guys were professional, caring, and a lot of fun!   They made the process as enjoyable as possible.   A+ for Customer Satisfaction! They work like a fine oiled machine and care a great deal for one another."
    P.H., September 2015
  • "All individuals during the entire process were outstanding. From Scott Johnson in Sales, to Cindy in Operations, Josh the Driver, George his packer and right hand man, they were all the best we have worked with in the 5 moves we have made in our lives. We will request Josh and George to finish the second part of our move to Scottsdale later this year from storage."
    J.S., June 2015
  • "Everyone was excellent, especially the packers, as we had no damage with our possessions. Cindy Maiello, our Personal Move Manager, was outstanding. She kept in touch with us all the way through our move and made the process very smooth."
    G.C., June 2015
  • "The packing crew did an excellent job! They were friendly, respectful, and took good care of our belongings. We couldn't have asked for a better crew. They did a great job covering the floors and banisters. The driver explained the inventory process and all of the paperwork. The crew was very careful with the furniture and they took their time with the heavy pieces. Everything went very smoothly and there were no issues."
    R.L., June 2015
  • "I would like to thank all who worked on my move.  A special thank you to Amanda Cesar who took the time and care to assure me every step of the way.  This was my first move in many years and her kindness meant a great deal to me. Thank you!"
    J.S., June 2015