Dunhill Staffing Systems introduced its Quality Improvement Process in July of 1992. Since that time, Dunhill holds and facilitates monthly training sessions. This training is continually evolving as Dunhill strives to improve all processes that affect both its internal and external clients. Dunhill uses tools such as Commitment to Zero Defects, Price of Conformance and Price of Non-Conformance, to gain greater operational efficiency. Since the inception of Dunhill’s Quality Improvement Process, Dunhill has lowered its refilled job orders.
Dunhill is committed to quality service, and that commitment does not end when the assignment begins. Dunhill’s program is designed to ensure the ongoing satisfaction of our customers through the process of continuing interaction with authorized customer representatives. Dunhill remains engaged for the duration of an employee’s assignment. Ongoing communication is critical to keeping our customers and employees satisfied. Should concerns or issues arise at any time, Dunhill addresses them quickly and effectively. The following practices further demonstrate Dunhill’s commitment to quality:
Guaranteed 30-minute Return Calls. Dunhill guarantees to return a customer’s call within 30 minutes.
First Day 4-Hour Checks. Dunhill will contact the authorized representative after the first four hours of an assignment. There will not be a charge for unsatisfactory performance during that period. At the end of the first day of an assignment, Dunhill will again contact the authorized representative to ensure his or her satisfaction with the performance of the contract employee.
Prompt Arrival Check. A Dunhill Coordinator will contact the contract employee’s supervisor to ensure prompt arrival on the first day of an assignment.
Weekly Quality Control Inspection Calls. In order to regulate the performance of its employees, Dunhill will contact its customers on a weekly basis to monitor ongoing progress. If the customer is not satisfied with the performance of one of our employees for any reason, Dunhill will replace the employee at the request of the authorized customer representative.
Review of Performance at Each Assignment End. Upon the completion of each assignment, the supervisor or authorized representative will be asked to evaluate the performance of Dunhill’s temporary employees.
Background Checks. Dunhill provides all background checks required to select the right person to meet our customers’ needs including Criminal Court Records, Driving Records, Workers’ Compensation Records, Identity Verifications and more. All screenings listed below are available at no additional charge. Screening services include:
Identity Validations– First Check Validation confirms whether our applicant’s SSN is valid.
Criminal Court Records – 7-year County Criminal Court Records; 7-year State Criminal Court Records; National Criminal Court Records Search; 7-year Federal Criminal Court Records.
Civil and Bankruptcy Court Records – Record search helps Dunhill and customer determine employee’s financial responsibility;
Driving Records – This screening is only performed if driving is an essential requirement for the job.
Credit Records – Comprehensive credit information from the three major bureaus can be provided by request only.
Government Registries – Determine if applicant has a history of sexual misconduct or has been sanctioned by the Government.
Workers’ Compensation Records – Determine if applicant has a history of past workers’ compensation claims. This screening is only provided for construction workers.
Reference Verifications – Dunhill performs employment, education, credential and letters of recommendation verifications.
Substance Abuse Testing – As part of Dunhill’s comprehensive suite of occupational health services, substance abuse testing solutions help Dunhill hire and retain drug-free employees. This service is not provided to our commercial customers at this time but is offered to the Government as a concession under this contract at no cost. The substance abuse testing is administered and evaluated at the Dunhill offices. In addition, a Five Panel test can be provided at a price of $53.00 per test. This test is administered and evaluated at Kaiser Permanente and consists of a test for five different drugs.
Federal Orientation. Dunhill recognizes there are unique requirements related to working on federal installations, and provides a special orientation for employees assigned to federal bases. During this orientation, Dunhill addresses procedures for obtaining access to the base (insurance, application for identification cards, etc.). In addition, Dunhill provides guidance on “chain of command” issues that address the employee’s relationship with Dunhill on-site supervisors, authorized government representatives, federal supervisors and other government employees in the work place.
On-site Team Leaders. Dunhill provides on-site team leaders for large projects for federal government contracts at no additional cost. A large project is a contract with at least ten employees working at a single geographic location or military base. An additional team leader will be added for each additional 20 employees at the same location or base.
Responsiveness to and Cooperation with Customers. Dunhill is focused on its responsiveness and cooperation with all its customers. The increase in Dunhill’s business over the past years demonstrates how effective this policy has been. Pacific Business News, a well-respected business publication, ranks the Fastest 50 Growing Small Business in Hawaii each year. In 2007, Dunhill ranked 37 on that list; in 2009, Dunhill ranked 25; and during the most recent year, 2010, Dunhill ranked 14. This consistent growth over a period of years demonstrates the value both government and commercial customers place on Dunhill’s services including responsiveness and cooperation. Government orders have represented an average of 69% of Dunhill’s business since Year 2004-2005. Dunhill’s total receipts have grown from $1,193,500 in Year 2004-2005, to $5,353,253 in Year 2009-2010. SBA verifies these figures each year during Dunhill’s 8(a) Annual Review.
Problem Resolution. Dunhill takes a proactive role in problem resolution. Dunhill considers timely and open-minded communications essential to problem resolution regardless of the type of problem involved. Dunhill maintains frequent communications with our customers through a variety of means including telephone follow-ups, meetings, and written communications. For example, time sheets are sent to our customers weekly. There is a prominent block on the time sheets encouraging customers to ask questions, make comments or express concerns directly on the time sheet. Once Dunhill becomes aware of a problem, Dunhill takes immediate steps to resolve the problem at the lowest possible level using the simplest procedures. These steps include listening carefully to the issue; identifying the real problem; tactfully investigating the circumstances to fully understand the problem; discussions with parties involved, and clarifying any misunderstandings if they are the basis of the problem; and to implement the solution. The final step is follow-up to ensure the customer is satisfied, and no additional problems have been created. These procedures could apply to either a contractual problem or an employee problem. Additional steps may be required if a problem cannot be resolved immediately through the basic processes above; however, most problems are resolved using these methods.
If a more serious problem involves an employee, Dunhill asks the complainant to put his concerns in writing. A meeting is then held with the employee to discuss the problem. Dunhill follows all appropriate labor laws to ensure there are no violations of employees’ rights and uses formal procedures when dealing with its employees. This part of the process is transparent to the customer, and Dunhill makes every effort to ensure that the customer’s work continues uninterruptedly.
If a problem is contractual, Dunhill again attempts to resolve the problem through the simple process of listening, etc. discussed above. If the problem cannot be resolved through this method, Dunhill will seek a mutual agreement between Dunhill and the Contracting Officer before relying on the formal problem resolution procedures provided by the Federal Acquisition Regulation (FAR).
This management approach was prepared by a consultant, Federal Contract Solutions, Inc. in Hawaii; however, it reflects actual processes in place at Dunhill.