The phrase “unsurpassed customer service” is used frequently by companies in their various communications with customers. At MESA, we believe a much more powerful way of showing our customers unsurpassed customer service is to walk the talk and lead by example. Not only our customers but all MESA employees get a better grasp if they see everyone focused on the vision of customer service.

Consider these examples of MESA initiatives to insure we offer the highest level of customer service in the industry.

  • ISO Certification: In 1999, MESA became an ISO 9002 certified company. In an Industry Week magazine “2001 Census of Manufacturers” survey that includes over 1800 manufacturing concerns of all sizes throughout the U.S., results indicate only 50% were ISO certified. In the cathodic protection industry in which MESA competes, we are the only company to be ISO certified.
  • MVP: The MESA Value Promise is a written promise that says our company will lead the CP industry in service and quality. There is no sidestepping or backsliding for MESA since we have given our promise – the only company to make a public statement outlining what we will do to offer the best in service and quality to our customers.
  • LEAN Manufacturing Initiatives: To monitor performance and process improvement, lean concepts are being adopted that will lead to elimination of waste and the creation of flow throughout MESA. Since the LEAN process was introduced at MESA in early 2003, one improvement project has been completed and two additional projects are planned before year-end (see the Quality Quest section of this newsletter for more information about the first LEAN project).
  • Customer Satisfaction Surveys: MESA has implemented a three-level customer survey program to insure we have on-going communication with our customers. In these surveys, respondents are asked to identify companies they believe are preferred suppliers – those they would choose to do business with due to the total quality of the relationship. Year after year, survey results indicate an overwhelming majority of respondents choose MESA as the preferred supplier.
  • Trained Employees: According to the American Society for Training & Development, data from their 2002 State of the Industry Report shows an average training cost of $677 spent per employee in l999 with a minimal increase in 2000. MESA spends double this expenditure per employee to insure all employees are prepared to offer the highest level of knowledgeable service to our customers.

This list could be much longer but by now it should be very clear that nothing undermines the MESA commitment to customer service. We think our behavior is consistent with our vision: Unsurpassed Customer Service.



Terry May