Continuous Improvement in Service
Our commitment to Continuous Improvement is to focus on making one thing better every day. Our product is fundamentally a service. Ultimately, we are people serving people.
For over 75 years and through the process of continuous self-evaluation, planning, and improvement, we have learned what it takes to exceed expectations and become a Trusted Advisor to our customers.
In support of our Continuous Improvement culture, Barrett has been ISO 9001-2008 registered for over 10 years. This registration has focused the company on quality standards and continuous improvement in customer satisfaction through employee empowerment and measurement of key metrics, and customer and employee surveys. We embrace performance-based incentives to meet or exceed internal and external Key Performance Indicators and service/quality metrics.
Barrett tracks performance of internal operating metrics to assist in managing process, cost control, and service delivery.
Key Performance Indicators:
We quantify customer specific Performance Standards that are generally tied to our contractual arrangements. This arrangement demands greater focus on the customer and works best when specific performance metrics are tied to corporate goals and objectives and the measurement can be controlled or impacted by Barrett. Standard Operating Procedure and customer specific work instructions are fully documented and controlled in a closed-loop corrective action system.
Customer Satisfaction Survey:
Barrett's senior Management performs Customer Service Surveys to ensure that we are providing continuous quality and value. The results of the surveys are rated and evaluated to ensure that the customer views us not only as a great supply chain partner, but a trusted advisor.
Quarterly Budget Reviews:
On a quarterly basis, Barrett meets with our customers to review past quarterly financial and operational performance and discuss historical and future opportunities for improvement. These reviews are great forums for which to discuss strategic priorities, issues, and opportunities.