Edelman prides itself on its goal to be the leader in quality reputation management in the communications industry. The firm has approached this challenge by developing a formal quality program that is driven by the need for greater accountability and the exchange of best practice knowledge throughout the company’s global network.
Edelman’s Chief Quality Officer (CQO) oversees a global evaluation system that holds staff accountable for each client’s expectations and measures performance against those expectations. This process, known as E2, invites clients to review performance of their account teams, ensuring that every team, program and project that supports every client is assessed. Assessment is undertaken across five domains – Quality of thinking, service, people, relationship and performance. Equally important, E2 ratings are integral to each employee’s annual performance appraisal.
Findings are used to discuss with clients how Edelman can improve its performance and add greater value in the future. Since implementation in 2003, client retention rates have increased markedly.
Our Quality Assurance program is based on our Quality Commitment to Clients - which is:
Together with our clients, we will be partners in dynamic, creative relationships. We will thoughtfully and responsibly identify their objectives and assemble the right mix of skills and resources to meet them. We will value their perspective and anticipate their needs. With intelligence and ingenuity, timeliness and accuracy, we will deliver informed analysis, strategic thinking, effective writing, breakthrough creative, excellent execution, and sound measurement. We will be committed to the smart financial management of their businesses. We will exceed their expectations every day.
 |