Fulfilling on the quality promise you make to your customers.
Harte-Hanks is confident that what sets us apart from our competitors is our systematic, methodical approach to quality. A lot of companies say it, but we can prove it.
Our methodology is quite revolutionary for our industry – it was modeled after the manufacturing sector, employing statistics to control our processes, rather than mass inspection.
We adhere to the Malcolm Baldridge quality control system entity wide, with all fulfillment services falling under those highly regulated policies and procedures. The Quality Management Philosophy throughout Harte-Hanks – called the “Big Q” – has become the foundation of our business. Every employee receives continuous training on quality issues and quality is monitored in every level of the organization.
Our fulfillment pick/pack operation has a level of “in-process” quality checkpoints to ensure that a quality product is delivered. Every order undergoes, a statistical sampling model employed by our quality team to do further random inspections on a sample of the overall population of picked orders. This sampling provides us with data that we report in our Quality System metrics. We use these metrics to manage the picking process and correct any issues before they impact our clients.
We also employ a myriad of reports that allow us to track the progression of your orders throughout our process, from the time they are received into our system, until they have left the building and posted off of our shipping system (as well as the major steps in between). Our focus is on predicting and preventing mistakes…rather than detecting and reacting to them.
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