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.