Elkay Manufacturing has overhauled its return procedures, cutting in half the number of credits attributed to internal reasons, while speeding the return process. Its Customer Process Integrity project assigned a task force to examine how returns and credits were processed. The team members learned the reasons for the returns, communicated those reasons to the responsible parties and took corrective action to prevent similar problems in the future. The team also developed a quicker method for processing credits.

The team coordinated the efforts of customer service, shipping, receiving, manufacturing and finance over a 16-month period. The goal was to develop a process that each department could support. The procedures were so successful that Elkay incorporated them into its ISO Certification application.

In September the International Customer Service Association honored Elkay with its Soul Award, which recognizes exceptional customer service through hard work, resourcefulness and creativity. Elkay Manufacturing has overhauled its return procedures, cutting in half the number of credits attributed to internal reasons, while speeding the return process.