The Value of Quality Assurance Measures

April 30th, 2012 by Fiedler Group

The cornerstone of reputable, growing organizations is a consistent customer experience — the same experience at different locations, in different states, across different countries.

Multi-national energy corporation, Chevron, is heavily involved in this type of detail. And one of the ways the company fosters this approach at their ExtraMile (EM) stores is via their Post Conversion Franchise Certification Certification Checklist — a checkpoint which ensures brand consistency prior to new store openings.

A checklist that goes beyond the colors in a logo and focuses on the details — the height and shape of the guard posts, the tone and color of the interior lighting, the beauty of the landscaping — that comprise the customer experience.

“Customers list image and reputation among the primary reasons to visit and then return to a convenience store…”  -Danny Roden, VP Chevron

The consistency of your brand hinges on these checks and balances. The positive impact of this type of quality assurance is real.

For instance, last month, a ground-up Chevron ExtraMile station which we had the privilege of working on opened with an EM rating of 96% — an extremely high rating  for a quality conscience company like Chevron to present.

“Quality is never an accident; it is always the result of high intention, sincere effort, intelligent direction, and skillful execution; it represents the wise choice of many alternatives.”          -William A. Foster

At Fiedler Group, we also have a multi-tiered system of checks and balances — there’s practically a written policy or procedure for everything we do — design, permitting, etc.

And all our checkpoints incorporate an early action review to make sure nothing is overlooked, all but eliminating the possibility of an unplanned obstacle biting you in the end.

What’s more, Fiedler Group checklists are living documents. They evolve through our experiences, implementing new measures based on lessons learned and best practices.

In its simplest form, if a project checklist is complete, we’ve done the job right, ensuring the project has been completed accurately, and as designed.

“Quality is not an act, it is a habit.” -Aristotle

But more importantly, this dedication to accuracy, code compliance, and our customer’s standards, is a reflection of one of the points found in the Fiedler Group mission statement — to “provide the best value to our clients.”