Enforcing the Standards
Standards need to be implemented, measured, and, ultimately enforced. Carey International depends on our unique Global Franchise Network as the foundation for our system of governance that oversees and enforces the proper implementation and application of all our published standards. Each Carey operation is subjected to the same audits, inspections and evaluations.
Should any operation fail to meet our published standard in any area, the local management team is immediately alerted and a plan is put in place to bring the deviation back into standard. Carey International utilizes a two-pronged approach to enforcing standards.
The first is our monthly Service Level and Key Metrics Reporting, which measure multiple key performance indicators within our service delivery such as on-time performance, the time it takes for our Customer Engagement Center to answer the phone, and even how quickly a chauffeur greets a client in the airport. The results of these reports are published and reviewed monthly for each Carey location. Management compensation is tied to these measurements. If any single area is found to be outside our standards, corrective action is taken.
The second way Carey International enforces our standards, is through a dedicated team of Quality Assurance Experts. Our team visits each Carey subsidiary and franchise location annually to audit their operations as well as inspect fleets, offices and records to assure they are meeting all of our established standards. The quality assurance team also performs random spot checks on various cities throughout the year and engages in unannounced “mystery shops” to ensure our standards are being followed the customer experience remains consistent network wide.