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 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.

  • "From packing, to moving out, to driving our household goods to MD, and unloading, everyone did an excellent job. Thank you!"
    A.B., June 2015
  • "Our move coordinator was very helpful and knowledgeable.  She was constantly a resource for questions and direction.  She called me regularly to make sure we felt comfortable with the process."
    D.R., June 2015
  • "Paul and Jeff handled our move from start to finish.  They packed, loaded and delivered our household goods.  Excellent representation of your company. They did a wonderful job!"
    T.B., July 2015
  • "We had very respectful and nice individuals that handled our move.  They ask a little about you which creates more trust between both parties.  The end result is a very smooth transition."
    D.M., June 2015
  • "Our packers were very professional, courteous and were a hard working team. They were very accommodating with our needs and time commitments and their personable personalities made the move less stressful. Our mover was also a very diligent, hard worker. He was very thorough and worked with us to get items placed where we needed it."
    P.S., June 2015