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

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

Archive