“We will provide defect-free service by understanding and conforming to the requirements agreed upon with our internal and external customers.”
All of our energies are devoted to providing quality service. To improve the way we deliver our services, we originally adopted the Quality Improvement Process from Philip Crosby Associates, Inc. in 1990. During 1993 and 1994, we “Gallagherized” our training material and produced a series of interactive training videos. Our ongoing process is based on the four absolutes of quality management:
- Quality has to be defined as conformance to requirements, not as goodness.
- The system for causing quality is prevention, not appraisal.
- The performance standard must be zero defects, not “That’s close enough.”
- The measurement of quality is the price of nonconformance, not indexes.
This zero-defects philosophy can be summed up as “Do it right the first time, every time.” Zero defects does not mean perfection; it means conformance to the requirements. We proactively obtain mutually agreed upon requirements from our customers, then comply with those requirements at all levels of our organization without exception.
