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 Chattanooga 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.

  • "Zach and Tony were beyond amazing at their job! They are very professional and get the job done right and in a timely manner! They have made this moving experience so easy with no stress!"
    N.S., June 2015
  • “The packing leader and the driver were a pleasure to work with.  They were very helpful and respectful.  They accommodated us on every request.  Moving is not an easy experience for anyone involved.  Their cooperation made the experience the best it could be."
    D.M., June 2015
  • “This crew loaded and unloaded my belongings and they could not have done a better job.  They were very considerate in manner with my belongings and my house.  They took the time to load things correctly so that nothing was damaged upon delivery.  I highly recommend Zack, Tony and Kris, they provide OUTSTANDING service!"
    K.C., July 2015
  • “The Packing Services were GREAT! Those guys moved very efficiently and marked and packaged things so they were easily placed in the correct rooms at our destination. This was a great group of guys and I'd easily want them on my next move!"
    C.P., August 2015
  • “I have moved a few times in the past and this was one of my best moves.  From the coordinator, driver, crews and the third party who handled the washer and dryer, they were all good.  The driver was Phillip and him and his wife worked very well with us and should be commended. You could not have selected a better team to represent your company.  Thank you!"
    R.B., August 2015