From our inception in 1989 CSI International, Inc. has been a customer focused and quality driven organization. The primary purpose of our Quality Program is the establishment of a quality culture that focuses on customer’s expectations, involves every level of employee, constantly measures performance, and strives to continually improve. To create this culture our Quality Plan has as a foundation a management process and a set of disciplines that are coordinated to all departments and levels of the organization to insure that we consistently meet or exceed our customer’s requirements. CSI’s senior management team has committed to organize its service strategy and operations around our customers needs, and to develop and sustain a culture with high employee participation. Quality for CSI is a process of continuous improvement, not just and inspection program. It means supervision and management must communicate a standard of service the line worker understands and believes in. To meet this challenge CSI has established the position of Director of Corporate Quality & Training for the purposes of managing our QA Program and to focus on the quality process throughout all segments of our company. The position reports directly to the Chief Operating Officer and maintains constant vigilance on the implementation and adherence to our high standards for evaluating job performance, implementing training programs and recognizing and exceeding our customer’s expectations.
With these things in mind CSI has developed the Eye on Quality program. The goal of this program is to achieve superior service quality levels for our clients. Our Clients receive periodic quality reports via email or print copy. These update overview reports are capable of providing a full work-site overview as well as visual and graphic-based reporting.
In addition, our Eye on Quality program is supplemented by series of more conventional surveys and inspections to help our Quality Assurance Team determine customers’ management and their client’s satisfaction with the quality of our services. Every facility has unique situations that require us to customize a program that works best for its culture. Driven by the specifications and modified by your unique requirements, inspections and surveys keep management in touch, supervision accountable, and employees informed. The end result is the achievement of service excellence for the customer. CSI utilizes several traditional validation tools to ensure that we are consistently delivering the services promised with uncompromising quality:
- Random Quality Inspections by the Field Managers and Corporate Staff
- Surveys to our clients from our Corporate Office
- Third Party Quality site inspections done in conjunction with client
- Inspections performed regularly by CSI’s site mamnagement
- Random Desk Drop Survey Cards to building occupants