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

cleaning process blackhawks air sanitizer soil scanning hygienically clean roll towels garden city business center wastewater treatment coat angels local and independent kannegiesser anti-fatigue mats pathogen elimination family business ISO 9001:2008 customer communication restroom hygiene products branded merchandise anti-static uniforms lawndale business renaissance association (LBRA) ISO 9001:2015 textile rental services association (TRSA) unifirst illinois patriot education fund (IPEF) image mats wipers chicago tribune laundry services continuous improvement fleece SHARP certification customer satisfaction survey shortages keynelink Independent Textile Rental Association (ITRA) high visibility linen laundry bags blood drive FreshSeat clean green certified manufacturing community service executive uniform garments work uniform rental image apparel hazard analysis and critical control points (HACCP) facilities management services case study ANSI toilet seat sanitizer national fire protection association (NFPA) activewear custom floor mats testimonials outerwear scraper mats 98th anniversary UHF chips hand sanitizer National Safety Month facility tour microbial contamination laundryESP Innovation award succession planning logo apparel clean show microfiber barcode executive management institute (EMI) food safety modernization act (FSMA) automatic paper towel dispensers family picnic Earth Day food processing governor's sustainability award flu prevention work uniforms 95th anniversary nonylphenol ethoxylate (NPE) leasing automatic hand sanitizers arrow uniform invoicing Angel Tree OSHA corporate apparel wet mops flame resistant shop towels soaker mats teamwork g&k history restroom mats restroom cleaning supplies success story Sustainability net promoter score A21 WalkForFreedom midwest textile services association (MTSA) cintas floor mat rental super bristle mats restroom supplies 20-year-club dust mops sorting system automatic foam soap toilet seat cleaners RFID sludge filter shop towel rule feeding america logo mats

Archive