Article written by Tom Coyner, President/Technical Director, Analytical Products Group, Inc.
Complete article from Edition 30 APG eNewsletter
As a chemist, I tend to focus on the quality of the PT samples we provide. Has the sample been verified properly? Is the sample homogeneous so that every lab in our program gets the same sample? Can we verify that the samples are stable after the study has been completed? It is easy to forget that you, our customer, have a broader view of what quality is.
You expect a great deal more from a PT provider than simply samples that meet minimum EPA or NELAC criteria. You expect your order to be taken by a polite, courteous customer service representative who understands your needs. You expect to receive your shipment on time and intact. You expect the PT instructions and Data Return booklets will be clear, accurate, and concise. You expect to be able to enter your results on the web without a hassle, and you expect a prompt, complete, and accurate report. Our goal at APG is to meet all of your expectations.
Actually, we try to go a few steps beyond your expectations. When you call us you'll get a real person on the phone; her name is Ginger, and her job is to get you the help you need as quickly as possible. We send you an email notification when your samples ship and include the tracking number so you can check on them. It's easy to forget when your data for a study is due, so we send email notices to anyone who hasn't entered data for a study a week before it's due. After a study is completed, we will mail a reminder to you regarding any remediation samples you might need to maintain your accreditation, just in case it slipped your mind.
Why, that easy! It's what you expect from a quality PT provider. However, we are always looking for new ways to improve our processes and the service we give you. That's where you come in. If there is a new sample you need, or another service we can provide to help make the PT process easier for you, give Ginger a call at 800.272.4442 and ask for Mike Haller, our Quality Manager, or just ask for Tom. We're here to help.
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