Commitment to Quality
Committed to compliance, sustainability and the highest product quality and support
We hold our employees to a standard of excellence where the delivery of innovative products, services and customer experiences consistently exceed industry expectations. We measure and monitor quality through several metrics, with the most comprehensive being Perfect Order Performance (POP). The American Productivity and Quality Center (APQC) defines POP as flawlessly taking and fulfilling a customer order, which includes taking the order correctly, allocating inventory immediately, delivering the product on time and sending an accurate invoice. We have a POP target of 95% across all of our facilities based on benchmarking data from the APQC. Our POP for the last two years averaged 95.6%.
We also track customer complaints. Less than 0.1% of product shipments received Type 1 complaints related to product performance in both of the last two years.