Mission
Mack's mission is Total Customer Satisfaction. While simply stated, it has become the kingpin around which all major decisions are based. Branching out into rapid prototyping and tooling was based on customer input and the need to reduce time-to-market. Expanding the headquarters plant to augment Mack's contract manufacturing capabilities was in direct response to the needs of the marketplace.
But beyond responding to customers' needs to further grow the business, Mack also formally measures customer satisfaction on a quarterly basis around four criteria:
- Return rate
- Number of on-time deliveries
- How the customer ranks Mack as a supplier in relation to its competitors
- General feedback from customers
Results are posted in all plants, as compensation is directly linked to customer satisfaction and profitability.
Key Values
As part of its mission, Mack employees embrace the following key values, which serve as the foundation for continued improvement, growth and success of the company:
Customer Satisfaction
Customer satisfaction is everyone's primary job at Mack. Each of us will strive to satisfy the needs of not only our external customers, but each of our internal customers as well.
Fairness
As members of the Mack team, we will treat each other with honesty and respect at all times. Favoritism, discrimination, and special privileges have no place at Mack.
Ethics
We will comply with all laws and government regulations at all times. We will conduct business in an ethical manner.
Work Environment
We will encourage the exchange of new ideas by creating a cooperative, team-oriented working environment. We will maintain a physical working environment which is clean and safe at all times.
Corporate Citizenship
We will be a good and active corporate citizen in the communities in which we operate.
Integrity
We will deal honestly and openly with our customers, our co-workers, our suppliers and the public.
Financial Stability
We will maintain a strong financial position by re-investing our profits in new equipment, new technology and new training while avoiding long-term debt.
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