Originally presented by Dr. Zia Siddiqi, B.C.E. and Director of Quality Systems at Orkin at the 2013 ASQ World Conference on Quality and Improvement, this presentation is about quality standards, which are important for companies to establish to ensure business success. Even more important for companies is the communication of quality standards to customers and clients. This presentation offers steps for how to implement a quality standard company-wide, how to develop programs that help to further improve quality and how these quality standards and special programs can impact your business when properly communicated to your customers and clients.

1. COMMUNICATING YOUR QUALITY
STANDARDS TO CUSTOMERS
ZIA SIDDIQI, PH.D., B.C.E.
DIRECTOR OF QUALITY SYSTEMS, ORKIN LLC
WWW.ORKIN.COM

2. INTRODUCTION

3. SETTING THE STAGE
Quality standards are an important factor in a business’ success –
they help to validate that the company holds itself to the highest
level of accuracy, efficiency and excellence.

4. ACCORDING TO RESEARCH…
• Customers will pay more for better service.
• In 2014, 74% of Americans said they have spent more with
companies because of a history of positive customer service
experiences.
• In 2010, that number was below 60%.
• What does this mean? As service-related businesses grow, quality
is expected to improve, too.
*All percentage values from “2014 American Express® Global Customer Service Barometer,” American Express, May 2014

5. COMMON DOWNFALLS
Ongoing service improvements don’t always happen as they
should when a company is:
• Not enforcing any quality standards
• Not ensuring quality standards are upheld at individual
locations
• Not proactively communicating quality standards

6. ORKIN’S STRUCTURE
Orkin Commercial Services
Midwest
Division
Northeast
Division
Pacific
Division
South Central
Division
Southeast
Division
Orkin Branches
Orkin’s complex hierarchical structure has made it
challenging to communicate and implement Quality
Improvement initiatives.

7. HOW TO IMPLEMENT A QUALITY
STANDARD COMPANY-WIDE

8. STEP 1: CREATE AND PUBLISH A MANUAL
• Provides details about your
quality standard
• Made available to all of your
employees
• Guarantees that your staff
are on the same page and
helps avoid shortfalls

9. STEP 2: PUSH THROUGH OBSTACLES
• Persistence matters – rise above resistance
• Partner with the local level to enforce your quality standard
• Do not allow your quality standard to be modified at the
local level

10. STEP 3: EARN ISO CERTIFICATION
• Gives third-party credibility to your
company
• Heightens your company’s reputation
• Means the quality standard has been
approved by the world’s largest
developer of standards

11. Orkin followed those three steps to create a company-wide ISO-certified
internal audit process.
ORKIN’S ISO CERTIFICATION

12. WHY PROGRAMS THAT CONTINUOUSLY
IMPROVE QUALITY ARE IMPORTANT

13. IMPORTANCE OF SPECIAL PROGRAMS
• Reinforce quality performance
• Boost customer service and reiterate service excellence
• Set your company apart from competitors
• Build partnerships between your company and its
customers

14. Orkin’s Gold Medal QA service for food processing, healthcare and
pharmaceutical customers helps ensure customers meet or exceed
regulatory audits.
ORKIN’S GOLD MEDAL™ QA SERVICE

15. ORKIN’S GOLD MEDAL™ QA SERVICE
• 200 commercial branch audits per year to ensure
branches are compliant with Orkin’s quality standards
• As part of each branch audit, auditor conducts:
• On-site safety & regulatory reviews
• Vehicle safety inspections
• Service equipment inspections
• Administrative reviews
• Personnel training requirements
• Client on-site service inspections
• Service standard adherence (Orkin, AIB
International, FDA, USDA, etc.)
• Company-owned vehicle inspections

16. ORKIN’S GOLD MEDAL™ QA SERVICE
While the IPM Assessment helps Orkin to
foster a stronger relationship with its
customers, the Internal Service
Evaluation ensures that Orkin is holding
itself accountable for quality service from
its technicians.
Enhanced service and accountability are
both elements that should be included in
any special program.

17. WHY COMMUNICATING QUALITY
STANDARDS IS IMPORTANT

18. POSITIVE IMPACTS ON BUSINESS SUCCESS
• Company culture –
fostering a “culture of quality”
(internally and externally)
• Customer retention
• Company reputation

19. POSITIVE IMPACTS ON ORKIN’S BUSINESS
Customer satisfaction rates increased as well.
97.1%
of customers said they would recommend Orkin to others.
28.30%
40.40%
25%
30%
35%
40%
45%
2005 2010
Branch Compliance (Commendable
Rating) 2.09%
1.84%
1.75%
1.80%
1.85%
1.90%
1.95%
2.00%
2.05%
2.10%
2.15%
2005 2010
Customer Cancelation Rate
*All percentage values from “Eradicating Inconsistency: Orkin’s internal audit process fosters more reliable service, reduces
customer churn,” Quality Progress, March 2012

20. POSITIVE IMPACTS ON ORKIN’S BUSINESS
• By decreasing the customer cancelation rate, Orkin
preserves approximately $660,000 in revenue annually.
• Orkin also saved nearly $125,000 each year by shifting to
ISO certification of the audit process.
*All dollar values from “Eradicating Inconsistency: Orkin’s internal audit process fosters more reliable service, reduces
customer churn,” Quality Progress, March 2012

21. QUESTIONS OR COMMENTS?
Zia Siddiqi
Director of Quality Systems, Orkin LLC
zsiddiqi@orkin.com
www.orkin.com