Roscoe Blog

Continuous Improvement & WIGs

Mark Stedman - Friday, March 24, 2017

Chicago Work Uniform Rental Company Continuous Improvement

What is a WIG?

For Roscoe, it stands for a "Wildly Important Goal" – otherwise known as a significant change that we seek to implement in order to increase customer satisfaction and retention.

Successfully changing and improving allows Roscoe to grow and continue to reinvest in delivering even higher levels of customer service for work uniform rentals and all of our other services.

3 Ways We Continuously Improve, Every Week

Every Monday, our leadership team meets to focus on customers that called with a concern the week before. We separate symptoms from the root cause of the issue, and resolve it. This is not a typical leadership meeting: it's all about our customers and resolving any issues they may have.

We apply the principles in The 4 Disciplines of Execution and also use execution management software called KeyneLink that represents the technology backbone of our process. KeyneLink ensures that every task assigned directly relates to a WIG and to our mission of providing the best customer service in the industry.

We also use our customer relationship management software to track service indicators, the most common reasons for why customers call, which further helps us to drill down to root causes and to eliminate non-conformance. Our ISO external auditor wants us to strive for zero customer complaints and cross-departmental synergy. As such, each department has customer service goals that feed into a larger WIG and is tied in with KeyneLink.

An Unrivaled Commitment to Customer Service

All of the above fits into ISO/continuous improvement process: we use a great deal of data mining and track the reasons that led to a customer call to really understand the underlying cause. From our experience, none of our competitors now use this WIG process, which helps eliminate recurring service issues.

We've been following this process for several years and is one reason we've achieved record high customer satisfaction and retention levels. Our continuous improvement mentality is a part of the foundation we've built over the last 95 years and is an essential component of our company culture.

Contact us to learn more about continuous improvement from the Chicago work uniform rental company


Recent Posts


Tags

midwest textile services association (MTSA) cintas work uniform rental SHARP certification nonylphenol ethoxylate (NPE) executive uniform garments facility tour 95th anniversary wet mops National Safety Month flu prevention Angel Tree custom floor mats activewear ISO 9001:2015 history success story pathogen elimination clean green certified flame resistant logo apparel 20-year-club shop towels teamwork OSHA anti-fatigue mats restroom cleaning supplies Earth Day family picnic kannegiesser facilities management services automatic hand sanitizers customer satisfaction survey customer communication fleece anti-static uniforms outerwear continuous improvement sludge filter food safety modernization act (FSMA) feeding america dust mops microbial contamination roll towels sorting system shortages image mats unifirst RFID barcode keynelink super bristle mats toilet seat cleaners family business corporate apparel leasing automatic foam soap testimonials UHF chips FreshSeat wipers lawndale business renaissance association (LBRA) linen laundry bags image apparel restroom mats laundry services soaker mats garden city business center hygienically clean floor mat rental hand sanitizer wastewater treatment scraper mats restroom hygiene products branded merchandise invoicing clean show arrow uniform case study Independent Textile Rental Association (ITRA) net promoter score manufacturing A21 WalkForFreedom restroom supplies soil scanning automatic paper towel dispensers work uniforms high visibility cleaning process laundryESP Innovation award ISO 9001:2008 toilet seat sanitizer food processing microfiber community service air sanitizer coat angels governor's sustainability award national fire protection association (NFPA) chicago tribune executive management institute (EMI) illinois patriot education fund (IPEF) blood drive Sustainability logo mats shop towel rule hazard analysis and critical control points (HACCP) succession planning ANSI textile rental services association (TRSA) local and independent g&k blackhawks

Archive