As members of the Herman Miller Certified Network, we differentiate ourselves from other distribution channels by participating in and adhering to a Network Service Strategy. Our strategy focuses on building business competencies as well as improving service capabilities within each Network member organization. This strategy is implemented through a set of operational improvement programs that include benchmarking our performance, sharing best practices, and utilizing a common technology platform so we can continuously improve our efforts. The result: outstanding goods and services are provided to you our customer.

We improve our business competencies through our Network Certification Program. Certification leverages the principles of the Malcolm Baldridge Award by maintaining an ongoing evaluation of the organization's business practices. To ensure that we are continually meeting all of our customers' evolving needs, these practices annually receive a formal assessment against the following categories of performance criteria:

• Leadership
• Information Systems and Technology Utilization
• Strategic Business Planning
• Human Resource Development and Management
• Process Development and Management
• Business Results
• Customer Satisfaction

We improve our service capabilities through our Network Qualification Program. Qualification resembles the ISO 9000 Quality Management Program by having a defined set of service capabilities outlining common practices and technology used in furniture management/coordination services and primary furniture handling services. Each organization is audited to ensure that these capabilities are attained.

To help member organizations meet the requirements in our Network Service Strategy, Herman Miller provides them with comprehensive "how to" programs. For instance, our Service Business Planning Guide provides direction for Network members to improve their service business operation. Our Web-based ServiceNet® Program allows members to manage service activity across multiple markets. Our Customer Satisfaction Improvement Program electronically accumulates customer feedback allowing us to translate that information into useful analysis of performance. Through these efforts, we are able to provide customers with a total solution at all their locations. We work as a network to continuously enhance overall capabilities and to assure that the services we provide meet all of our customers' expectations.