Another very happy customer!
So the story goes:
Our motto is: “Where Quality Exceeds Expectations!”
For the Blue Diamond Team, these are not just words on paper, or posted on our website. This is our way of life, and when we fail to deliver, sure as shootin we address it ASAP.
In the 4 plus years that we have been partnered with the BAA and the Boston Marathon, we have had only three returns, which is three too many. Frank, from Montana purchased the Medal Display for a loved one, the design shown above and there were issues that we resolved.
“Happy 4th to you as well. We received it and love it. Multiple family members think the new display is much better. I’ll ship the other one back this week to you. Thanks so much for the effort on your part!”
At Blue Diamond Athletic Displays, we incorporate TQM (Total Quality Management) across the entire organization. What that means is that at any level in the organization, if we are unable to deliver on our motto above, we address it right quick.
Frank saw us in Boston and absolutely loved our Boston Marathon, Industrial Medal Display. When Frank returned home to Montana, he placed an order for our Industrial Medal Display.
Upon receipt of the Medal Display, we did not exceed Frank’s expectations as there were minor flaws in the Display. The goal of our Industrial Medal Display was to come up with a product Industrial looking, large, unique to the market, Blue Diamond quality, that can stand the test of time incorporating the World Renown Boston Marathon Logo, the historic route and elevation chart. We achieved those objectives and to date had sold quite few of these Displays.
When we received Frank’s comments about some minor flaws, the Blue Diamond Team addressed this ASAP. As part of TQM, we initiated a RMA (Return Material Authorization) which would have allowed Frank to send the Display back, free of charge, no questions asked. Frank was on the fence on whether he wanted to send the display back. We insisted that we would replace the Medal Display to his 100% liking.
The second thing we did was call an MRB (Material Review Board). Since Frank was not 100% certain that he would send the Display back, all we had were pictures to review and Frank’s comments.
Our MRB established that there minor flaws that need to be addressed ASAP, so we set forth a CA (Corrective Action) Team to address Frank’s situation.
What our Corrective Action team concluded that the imperfections in Frank’s Medal Display were a result of imperfections in the base metal, beneath the finish, which we have limited control of …short of hand picking the metal for this part which would not be economically feasible.
The outcome of the Corrective Action team was to change the base metal and change the finish to reliably keep the same look and feel on a consistent basis.
To determine the effectiveness of our Corrective Action, we received positive feedback from the customer, and so far, so good.
We will continue to monitor the effectiveness of this Corrective Action.
Thanks for reading
Ken and Nell