Total Quality Management Program - Quality Survey

Quality Survey Chart - 2007

It is true that all members of an organization have some responsibility for quality but business owners have the ultimate responsibility.  Larry views the task of improving BP&C service quality as one of the most critical and ongoing concerns.  Total Quality Management (TQM) is vital for any business survival.  Providing quality services is a key factor in sustaining BP&C's competitive advantage.  Thus, quality enhances BP&C's reputation.

Quality means not only carefully measuring and controlling the company’s operations, but also ensuring that all activities satisfy the client.  Customer focus must drive quality improvement programs.  BP&C is committed to quality by way of designing and providing our services from the client’s perspective.  Total quality management requires continuous, ongoing efforts to stay ahead of competitors in satisfying and anticipating client’s needs.

BP&C surveys all of our clients to ask how we are doing.  We are looking for honest feedback - BRUTAL HONESTY if necessary.  Our surveys were designed and mailed with no return addresses.  The client's comments are important to us, not who said it, therefore they are left - ANONYMOUS.  The chart shown below is the result of one of our most resent surveys.

Customer Satisfaction 93.5%