On a day-to-day basis our business is run by the front line managers who are empowered to make decisions that will improve the delivery of our service and improve the bottom line. These decisions are based on the input that they receive from the front line staff that report to them and who are considered experts at their jobs. All front line employees are encouraged to be creative, aggressive and to not be afraid to make mistakes. In fact, mistakes are considered an important part of the learning process.

The Management Team meets weekly to ensure that the systems and processes are working and achieving the desired results. The management team receives monthly quality system analysis reports from the Quality department. This analysis along with Key Performance Indicators are used in conjunction with Corrective and Preventative Actions as a proactive measure. These tools provide the management team with a view of how MSM is performing and what can be done to provide better service and in turn customer satisfaction.