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Quality Assurance
The most crucial factor to the entire DENTCO system of Exterior Services Management™ (ESM) is the Quality Assurance Program. Quality Assurance Managers (QAMs) work with Customer Alliance Representatives (CARs) to be the "eyes and ears in the field" for both DENTCO and for the customers they serve. Their jobs include a variety of tasks, but the main focus is to ensure that the work being performed at the individual sites in their portfolio meets or exceeds customer expectations.
Each QAM is selected from applicants who have backgrounds in landscaping, golf course management, horticulture, or a related field. These individuals are equipped with wireless rough usage field computers, cell phones, and high-resolution digital cameras. Through their contact with individual site managers (if specified by the customer), and their management of Contractor-Partners in DENTCO’s program, and their familiarity with the Contractor-Partners in the program, they form the link that gets the job done most efficiently and effectively.
CARs serve as a liaison between customers and sales personnel in order to address any concerns and relay suggestions. They too are very experienced and knowledgeable about horticulture and the exterior services maintenance industry. Utilizing a combination of customer satisfaction surveys and site visits, their goal is to service new business needs and ensure outstanding customer retention.
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The responsibilities for QAMs include: - Locating, qualifying, monitoring, and training Contractor-Partners
- Overseeing quality of services at assigned customer sites
- Troubleshooting concerns and problems
- Evaluating site conditions, taking digital photos, and preparing corresponding work orders
- Maintaining communication with on-site management and following through until completion of work
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The responsibilities for CARs include:- Compiling proactive suggestions from QAMs and submitting to the customers
- Assuring continual contact and availability to the customer at the corporate level by acting as an account manager
- Providing initial Web site training to customers
- Consulting with capital expenditures and ESM budgets at the Retail Facility Management level
- Developing and implementing Customer Satisfaction Benchmarking program to include auditing and reporting
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