Hilldrup's Game Plan - Quality and Training Initiatives

During the first quarter of 2010, Hilldrup developed an Enhanced Quality Management Program which focused on improving our industry leading service delivery model and has challenged our organization to not merely being good --but to be great.  We reviewed all of our processes and procedures, and worked diligently to uncover areas that needed improvement.  This plan consists of the following seven action steps:

1.      Total Process and Policy Review

• We conducted a comprehensive review of all existing processes and policies to identify any areas that were not 100% compliant with commitments and expectations made to our customers.
• The following steps in our plan encompass the policies and procedures we identified as needing improvement.

2.      Updated Hilldrup Code of Conduct

• We have established a Code of Conduct that outlines the expectations we have for all our employees and establishes the principles by which they must conduct themselves.

3.      Exclusive Service Commitment Agreement

• We created a detailed agreement that outlines exactly what a customer can expect from the Hilldrup service provider assigned to their move.
• Each service provider will sign the agreement and present it to the customer at the beginning of their move.

4.      Nationwide Quality Audit Team

• We created a Quality Audit Team, comprised of Hilldrup’s Senior Management, to conduct “unannounced” quality assurance checks throughout the contiguous forty eight states to ensure that the level of service being provided adheres to our standards and code of conduct.

5.      Comprehensive Quality Reviews for Each Service Crew on Each Order

• We will conduct a mandated Comprehensive Quality Review on every move, enhancing communication with all assigned service providers and outlining expectations for each move.

6.      Enhanced Daily Quality Assurance Meetings

• We will conduct a morning and afternoon to ensure service excellence by preventing or identifying and resolving potential service failures on all Hilldrup orders.

7.      Certified Quality Labor Compliance Program

• This zero-tolerance policy strictly enforces the existing Hilldrup/UniGroup policy with regard to certified/background checked labor along with pre-employment drug and alcohol testing.

Our commitment is, and has always been, to provide our customers with the level of service excellence that is expected and deserved.