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TOTAL QUALITY SERVICE <br />The City of Santa Ana is committed to the principles of Total Quality Service (TQS) in serving its customers. <br />All aspects of the City's service are affected including our commitment to making on time payment for <br />material and services received. <br />Since vendors, who provide services and/or material to the City are indirectly serving the same customers, it is <br />important for the City to expect vendors to share the same commitment to quality including price, delivery <br />and product quality, as well as timely response and service quality. <br />Therefore, prepare a statement of your "quality commitment" to accompany your bid. The statement should <br />address the following five items in regard to services and/or material provided to the City for your quoted price: <br />1. ON-TIME DELIVERY: a commitment to delivering material & services <br />on or before the promised time. <br />2. TIMELY RESPONSE: a commitment to consistent timely response <br />to all service requests. <br />3. QUALITY AS SPECIFIED: a commitment to provide products and/or <br />service meeting or exceeding the specification at your quoted price. <br />4. QUALITY CONTROL: a commitment to use methods or procedures <br />to assure quality control of service, material and invoicing. <br />5. CUSTOMER SATISFACTION: a commitment to resolve customer concerns <br />regarding the quality of service or material supplied. <br />The quality statement should be included with your bid. It is required as a prerequisite to making your <br />bid responsive and therefore must be submitted before your bid is evaluated. To the extent that <br />your statement enhance the quality of service or material provided to the City, your statement will be <br />incorporated in the terms and conditions of the contract <br />Please Complete This Self-Rating of Delivery (complete) Performance: <br />Circle One: on time 4 • late <br />Previous Orders: 5 4 3 2 1 <br />Service Response Performance: 5 4 3 2 1 <br />Order for items on this bid: 5 4 3 2 1 <br />Write your statement below or on an enclosed separate sheet. <br />Signed: <br />Date: <br />6 <br />25J-84