We are committed to a core philosophy of continuous improvement and ensuring that our business framework, principles and operations are led and informed by our clients, and that our clients receive outstanding service and care at all touch points of our organization. Our customer care protocols will include:
We believe in the power of our employees and the importance of their engagement and commitment to our client’s goals. We promote leadership within our organization that inspires a culture of kindness and who engage and motivate not only through personal caring for our workers, but by applying professional standards of evaluation and quantifying improvement. Measuring our level of employee engagement is an important aspect of our ability to meet both our internal and client specific expectations. If our people are passionate about our company then our clients will receive the best service and product possible. We are committed to the following formalized employee engagement initiatives:
Intrepid follows a unique model where not only is the overall performance of the company as a whole measured, every assignment is scored to ensure we conduct our investigations according to our best professional practices. As part of our ISO standard, Intrepid believes service and quality need to be metrics based and empirically supported. Intrepid measures its core business strategies and commitments, as well as, our operational and administrative staff’s performance on a continuous basis. This allows us to gather in-depth data for our team and enables us to monitor performance trends over time and improve our service not only to clients, but to our employees as well.
Intrepid prides itself on being a metrics-based business. We provide quality analytics and transparency in client reporting and employee evaluations to prove we did what we said we would and live up to our reputation and our values.
The results of our quality measurements are stored and used to provide clients with per assignment and long term statistical data for their analysis, to facilitate ongoing employee training, coaching and performance management and to assist with assignment allocation based on core competencies. We have clearly defined production processes established so we can review both the processes themselves as well as our team’s performance. This provides us with an opportunity to pinpoint the root cause of any particular challenge(s) and examine the areas where our performance excels. By continually monitoring these internal metrics Intrepid can foster meaningful relationships, implement both process and resource solutions quickly and successfully, resulting in overall quality consistency, improvement and increased employee and customer satisfaction.
ISO is an independent, non-governmental international organization with a membership of 161 national standards bodies. Through its members, it brings together experts to share knowledge and develop voluntary, consensus-based, market relevant International Standards that support innovation and provide solutions to global challenges. International Standards make things work. They give world-class specifications for products, services and systems, to ensure quality, safety and efficiency.
We are dedicated to providing exceptional customer service by ensuring we produce a consistent product that meets or exceeds our clients’ requirements. To demonstrate this commitment, Intrepid has undergone a third party certification process to achieve ISO 9001:2008 certification. This demonstrates that Intrepid’s Business Management System meets one of the highest internationally recognized quality standards. Our Business Management System embraces the following principles:
Intrepid is a results-oriented agency. We pride ourselves on accountability and customer service. We remain committed that if for any reason, a client is not completely satisfied or identifies an issue of concern, it will be dealt with immediately. Intrepid has a strict 24 hour corrective measures process and resolution protocol in place that has been designed to identify and address the root cause of problems.
Any deviation from our service protocols is considered a non-conformance. Non-conformances can be actual or potential in nature and can be identified from a number of sources including internal audits, operational performance reviews, or customer complaints/feedback.
Document the incident including:
Inform the appropriate Manager and copy the Chief Quality Officer
Manager investigates to identify the root cause of the problem
A solution is determined and a plan of action developed in concert with the client
Once client satisfaction is achieved, the plan of action is implemented and results recorded in the non-conformance report
Non-conformance reports are reviewed by the Executive team to ensure that all issues were appropriately followed up and closed. The executive ensures we communicate with all stakeholders to ensure they are involved with, and informed about, the resolution process and outcome, including: