Quality is a funny thing. How do you measure quality? Quality is different to all of us as humans, companies, and organisations. But to me, quality is, among other things, that Baron has satisfied customers.
If I have a customer, who is doing a, let’s say, construction job, and the product breaks, it is going to be a very expensive affair – in both time and money. Therefore, the most important quality to me is that our customers are satisfied and that there is nothing wrong with our products.
What I do to maintain a high-quality standard is to listen to the comments our users bring to my attention, as well as what I can see, feel, and sense for myself. Baron has a pay-off, No Compromise. I translate this to how I would like to be treated, how the products, I purchase, function, and what expectations I have for the products. So that is what I do my best to achieve, and how I like to run my business. Putting myself in the customer's position and reflecting on how I would like to be treated.
It is important to me, that we measure and assess the quality, we ship out. This is something we do by measuring the costs we have. The costs to handle something that needs to be attended to within the guarantee. And right here, we have a benchmark, which I am quite proud of. At Baron A/S, we have a complaint rate of 0,7% for all the products we ship. That, I am beyond proud of. Especially when human beings are involved. Because when human beings are involved, mistakes are made. It can’t be avoided even though we do everything we possibly can to remove the mistakes. But what can be done, and what we do, is that we register every complaint that comes through our doors, and then focus on the flaws we see and turn that into a focal point for when we need to optimize our product. It is with this method; I like to work with quality.
It is as simple as that. This is how I want to run my business. Putting myself in the customer’s position and reflecting on how I want to be treated.
Quality at Baron is reflected in the actual quality of the product. It can be a good quality of the components used in the construction of the product, in order for it to do the job it is constructed to do. But quality is also about how it is used. It is about ergonomics, function, and safety. We listen to what the user of the product is saying, and then we adapt to the point where the user gets a proper product, as well as ensuring that the economy works for us. That is also quality in my book.
This product quality is nothing without our suppliers. Each supplier, who has an agreement with Baron, has a check slip they must complete and sign each time before they ship a product to us. If mistakes are made, we have the possibility to go back and see who, what, and how the mistake occurred. Hereby, we have an opportunity to correct the mistake – and give the same opportunity to our supplier as well.
The way I assess quality is about “no compromise”; because of our way of handling our customers’ challenges, wishes, and so on.
Some may wish to do a handbook of the way they do things in the company, but that is not how I want this company to be. Here, we have the philosophy that Baron treats its customers just how we want to be treated. And when that happens, everyone is very likely to be happy.
I know how expensive it is to have a still day at the construction site. So, therefore, I always have to keep myself in the loop of what develops within materials and qualities that affects Baron to constantly be able to optimise our product range.
Baron has multiple statements that I want to connect and implement to our products – both when we are developing entirely new products, but also when we are updating and optimising existing products. Ergonomics is one of Baron’s focal points – and it can also be considered quality. A quality of a longer professional life. Business economics is also a form of quality. I also try to think of business economics in product development. Besides that, CO2 is also a big part of Baron’s check slip. CO2 makes us think in different paths when we must figure out what makes sense when transporting goods – can we transport it by train instead of truck? What other possibilities do we have? I am beginning to think differently because that is also a quality in my book.
Baron wants to be acknowledged for high-quality. That is the quality of the product, professional life, and CO2. Baron needs to manage it all, and Baron will do a proper job, so you safely can purchase a Baron product.
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