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 Knoxville 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.

  • "Our coordinator and driver did a great job. The driver and his partner worked tirelessly. They offloaded 14,060 lbs (600+ pieces) into our 2nd story apartment completely by themselves and damaged nothing. They were a pleasure to work with."
    E.H., June 2015
  • "The entire team was very professional and courteous.  They were very respectful of our homes and took care of our furniture."
    J.S., June 2015
  • "I really enjoyed working with the guys who moved me. With my first time moving through a company, they helped me every step of the way and made everything easy for me. They were always very nice and professional and made the process much easier and more enjoyable."
    J.M., July 2015
  • "Our coordinator did an excellent job of communicating the moving process, what to expect, and made sure everything was done efficiently. She provided constant updates as to when the household goods would be delivered to us at our final destination. I appreciate her taking time to listen to my concerns and questions and doing all she could do to make the move easier."
    T.C., August 2015
  • "All the members of the team were excellent. Mary was especially helpful. They were professional, courteous, took excellent care of my belongings and nothing was damaged."
    M.D., August 2015