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TOTAL QUALITY SERVICE <br />The City..cf Sania.Ana.. is committed to the principles of Total Quality Service (TQS) in serving its customers. <br />All aspects of the C,ity':s service are affected Inclading our commitment to making on time oHVment. for material <br />ands ®prices 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, es well Qs timely: response and' - service quality. <br />Therefore, prepare a statement of your "quality commitment" to accompany your bid. The statement <br />should address the following five items in regard to services and/or material provided to the City for ,your <br />quoted .price: <br />t . ON -TIME' DELIVERY: a commitment to delivering material &services <br />on nr before- the promised time. <br />2. TIMELY RESPONSE: a commitment to consistent timely response <br />to all service requests. <br />3. Q[J.4LlTY 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 tp 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 orereoutslir�. 14o making .your bid <br />resoonalve ah� therefore must be submitted before your bid is .evaluated. To the extent. that your <br />statement enhance the quality of service or material provided to the. City, your statement will be incorporated in <br />the terms and conditions of the contract. <br />Please Complete This Self- Rating of Delivery (complete)- Performance: <br />Circle One: on time late <br />Previous Orders: �! 4 3 2 1 <br />Service Response Performance: �5 .� 4 3 2 1 <br />Order for items on this bid: 6 � 4 3 2 t <br />Write you�r^'stateme- yn�.t�Lbelow or on an enclosed separate sheet. <br />Signed: / - r- .�;Jr�� Date: /.,L' - --+' !'� //1 <br />EXHIBIT A -1 <br />