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Since total quality is the key to value creation and customer satisfaction, Contingent has always been "quality-centered". The company's Quality Management program, called "Blue Diamond" and loosely based on the Six Sigma concept, is central to our mission to provide world class products and services with a focus on exceeding customer expectation. The program is customer centered emphasizing our preferred definition of quality: the totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs of the client. The program has four distinct facets all related to Contingents primary activity of "Comprehensive" Project Management.
Feedback Mechanisms
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 Design Quality
Design Quality
Design Quality refers to our commitment to assemble the very best advice given the specific needs and constraints of our Client's project. It encompasses all written and verbal communication; technical and business project elements and accuracy and effectiveness of network design and specification. It is managed by our Quality Assurance Department and is taught through our regular employee quality training. Conformance Quality
Conformance Quality
Conformance Quality refers to the accuracy with which our more tangible deliverables are completed on an absolute basis. These deliverables would include products and services both before and during a network deployment as well as the final product. We measure our conformance quality through a dedicated set of activities. Examples of these activities include customized job tracking, as-built drawings, digital photographs, quality audits, standards compliance testing, out-of-box equipment testing, customer satisfaction surveys and more. It also is managed by our Quality Assurance Department and is taught through our regular employee and partner quality training. Delivery Quality
Delivery Quality
Delivery Quality refers to the timeliness with which our more tangible deliverables are completed on an absolute basis. As mentioned above, these deliverables would include products and services both before and during a network deployment as well as the final product. There are always project deadlines to meet in our business and it is our obsession to, not only complete a project on time but correctly the first time. Contingent warrants all of its workmanship for the lifetime of the installation so doing things right the first time is good for all parties. We manage our Delivery Quality the same way we manage Conformance Quality and teach it in our regular employee quality training. Proposal Quality
Proposal Quality
Proposal Quality refers to our commitment to accurately estimate cost and subsequently fairly price a project. Contingent has an extreme attention to detail when it comes to writing proposals and pricing projects in a way that anticipates usual challenges. Contingent does not claim to be a cost leader because we believe in advising our Clients up front on the probability of moves adds and changes or irregularities on a site. Once we establish the proper expectation, we are able to absorb unavoidable variability by setting fair project based pricing. Accordingly, we are able to bring projects in on or under budget routinely. Proposal Quality is managed by our internal Accounting Department and is taught through our sales and engineering employee training. Additionally, our estimating staff earns a significant portion of its compensation on a variable basis through its ability to minimize variance between estimated and actual cost. Service Commitments
Service Commitments
Commitment to Total Customer Satisfaction: If the Client is not totally satisfied with work product delivered by Contingent and the deficiency is within the reasonable and direct control of Contingent, Contingent will return to the subject work site, arriving within 48 hours to remediate deficiencies specified in writing to the Client’s full satisfaction at no additional cost to Client.
Commitment to Workmanship Quality: All workmanship is 100% guaranteed for the lifetime of the installation, once completed, tested and approved by the Client and/or end Customer. This warranty applies to the labor component only. Applicable product warranties are passed through from third party when product is purchased from Contingent. The warranty will be null and void if failure is due to negligence, misuse, or abuse on the behalf of the Client and/or end Customer, acts of God, or work is performed on subject system by a party other than Contingent.
All work onsite will be completed in a timely fashion so as to not unnecessarily interrupt the intended and regular function of the system that is subject to the assigned scope of work. Unless any such interruption was outside Contingent’s control, violation of this commitment will result in a credit of the full site charge for that particular scope of work.
Commitment to Communication: Contingent, at the very latest, will contact the Client’s assigned point of contact at least thirty minutes prior to the scheduled arrival time if work must be rescheduled for any reason. Violation of this commitment will result in a credit of $185 for that particular scope of work following the reschedule.
Commitment to On Time Arrival: Contingent, at the very latest, will contact the Client’s assigned point of contact at least thirty minutes prior to the scheduled arrival time if field personnel are delayed for any reason. Violation of this commitment will result in a credit of $185 for that particular scope of work.
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