The IG Division is the smallest department within Van Metre Companies, totaling only two people. Creating the department was the idea of the Owners back in late 2002. Because the company grew at such a fast pace the Owners were concerned they would not be able to focus on the strategic direction for the company; and to ensure that Van Metre’s reputation, high standards, and overall customer satisfaction goals were being achieved. The Owners of Van Metre Companies decided to create a group that would act as their “eyes and ears.” The resulting IG group would perform “frontline quality control,” reporting their observations back to the Owners.
The IG group not only interfaces with Van Metre employees internally, but with Van Metre tenants as well. The IG Department does not supplant the line organizations’ responsibilities within Van Metre. IG does not plan, schedule, execute, or function as a quality assurance or customer service organization per se. Such functions are the primary responsibilities of the various divisions within Van Metre Companies. Instead, the IG Department acts to ensure that the divisions are consistently responsive (timely) and responsible (reasonable) in their service to customers.