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

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

Archive