Commitment to Quality
Corporate Vision
“To be the supplier of choice for electrical products, services, and solutions with a commitment to independent employee ownership.”
Quality Mission
“To deliver exceptional service to our customers, while maintaining the highest standards for courtesy, knowledge and ethics.”
Quality at United is basically four principles: Customer service, Employee involvement, Measured performance, and Continuous improvement. Our Quality Process has given us the opportunity to incorporate these 4 principles into our daily work.
Award Winning Quality:
United Electric is a four-time recipient of the State of Delaware Quality Award in honor of W.L. (Bill) Gore, and the 1995 recipient of the Delaware State Chamber Superstars in Business award. United applies the Baldrige National Quality Criteria for Performance Excellence as our benchmark for quality standards. As the recipient of these awards, we have been recognized for our approach and implementation of quality standards and improved customer satisfaction in areas such as Leadership, Valuing People, Operational Processes, Supplier Partnering, Community Impact, and Measured Results.
Customer Service:
United’s goal has always been “to be the BEST in our industry by providing 100% Error Free Service - Every order shipped on time, every time, error free.” This goal has not changed. Our quality efforts are aimed at achieving this goal. We want our customers to know they can rely on United to deliver what they want, when they want it -- the first time, every time! In other words, “Exceeding our customers’ expectations…” to keep them coming back again and again.
Employee Involvement
The quality culture at United is Employee Involvement. As employee owners, we know the future of our company depends on every employee’s participation and dedication to customer service. Every employee is trained and empowered to be the best in servicing customer needs.
Measured Performance
With the help of United’s Customer Advisory Team, our Real Performance Measures (RPM’s) were developed to show our progress towards error free customer service. This information, provided quarterly to our customers, is a “report card” of United’s service. The RPM’s are critical indicators of the effectiveness of our quality efforts. The Real Performance Measures are:
On-Time Delivery, Fill Rates, Shipping Accuracy, Invoice Accuracy, Credit Memo Cycle Time, Customer Satisfaction.
Continuous Improvement
We use an extensive information database, designed and developed in-house, to provide performance measures, illustrate results, and analyze our performance and best practices. This information is crucial in assessing and improving our service.
To continuously improve our customer service is the challenge we’ve incorporated into our day-to-day operation. United’s Quality Process has provided the foundation to achieve these goals and challenges.
For more information regarding United’s Quality Process contact Donna Shamblin, United Electric Director of Quality - (302) 324-3220 E-mail Dshamblin@unitedelectric.com