OUR COMMITMENTS TO QUALITY

Client driven. A continuous improvement approach.

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:

  • A corporate governance and leadership model that focuses on quality and per assignment success
  • A national operation with Local and toll free access numbers, and skilled people in the regions where our clients need them
  • Access to Intrepid personnel 24/7/365 to accommodate priority needs
  • Single point of contact for assignment accountability and day-to-day handling/information updates
  • Compliance with special handling instructions on a case by case basis
  • Comprehensive complaint resolution process
  • Well defined service level agreements (SLAs) that are customized to the client’s needs
  • Open communications and satisfaction surveys that encourage feedback on areas that require improvement and areas where we excel

Employees Engaged

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:

  • Documenting service scores on assignments and sharing them with each employee
  • Documenting client compliments and complaints and sharing them with employees
  • Conducting an annual performance review and career planning session with each employee
  • Conducting an annual company-wide employee satisfaction survey
  • Conducting quarterly process reviews to ensure tools, resources, job aids and training materials are up to date and readily available to all employees
  • Conducting a monthly occupational health and safety review to ensure workers feel safe, supported and comfortable

Quality Measured

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.

Results Proven

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.

Our ISO: 9001:2008 Commitment to Quality and Professional Standards

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:

  • Client focus - We depend on our clients so we make every effort to understand current and future client needs. We strive to meet all client requirements and to exceed expectations.
  • Leadership – Intrepid has a strong, united management team with depth of expertise and experience. We are committed to maintaining a cohesive and inclusive internal culture that encourages all team members to uncover and become their potential, and to understand, embrace and be involved in achieving our company objectives.
  • Involvement – We recognize that everyone has a unique set of skills and experience. By utilizing everyone’s abilities, we maximize benefits for both our company and our clients.
  • Process & Systems – Well implemented and managed processes assists us in achieving consistent results. By identifying, understanding and managing interrelated processes within a system, we increase effectiveness and efficiency for both our company and our clients.
  • Continual Improvement – Intrepid is fully committed to the quality cycle of planning, implementing, engaging, reviewing and soliciting feedback and modifying/improving upon our core processes and best practices on a consistent basis.
  • Factual Decision-making – Data collection, analysis and sharing of results, together with experience and intuition, assists us in making informed decisions.
  • Relationships – Empathy and having a heartfelt concern for others is our path to cultivating meaningful relationships. This is at the core of service provision and maintaining long term mutually beneficial relationships imbued with transparency and trust

 

Complaint Resolution & Non-conformance Issues

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:

  • Nature of the problem or potential problem
  • The requirement that has not been met
  • The date when a reply is expected

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:

  • Review of the handling of the non-conformance
  • Analyze at which point in the process the root cause for the client concern was introduced
  • Analyze why the cause for the concern was not detected in any core process steps
  • Sign off on corrective action for the concern
  • Review processes to establish necessary changes and/or need for additional process steps to prevent future similar issues
  • Train all resources on adjusted or additional best practice modification