Hill Laboratories & our customers

Steve Howse - General Manager Hill Laboratories

Hill Laboratories is the largest privately owned analytical testing company in NZ, and is proudly 100% NZ owned as well. Sometimes our customers ask me why we are the best laboratory to work with, which is a really useful question to be able to answer. We have a few 'strings to our bow' which I enjoy talking about. 

As a large and diverse laboratory business, we have a wide range of tests in our scope. This means that, when a customer sends a sample to us, there is a very good chance that we have the expertise to do the testing without subcontracting pieces of work to other labs. And when large consignments of samples arrive, we have the scale to process them with minimal impact on the service provided.

One of the most obvious measures of performance of any laboratory is Turn Around Time (TAT), and we are well aware of the importance that our clients place on this! We measure our TAT performance for customers routinely, and have an expectation that we will consistently and reliably deliver on the TAT promise we are making. I am proud to say that we are achieving this, and receiving great customer feedback to this effect!

A hidden feature of any laboratory service is the quality of the result that you get. In the testing business, quality is synonymous with trust. Our quality systems are extensive. From the routine scrutiny we receive through our ISO 17025 accreditation, to the wide range of quality checks that are built into our testing and reporting process, we work hard to make sure that you receive results you can trust.  In support of this, we operate a few principles as an organization. If it comes down to a choice between meeting TAT for a sample, or taking some extra time for checking if results seem odd, we opt for the extra checking every time. And if we do get a query from a customer, it is thoroughly investigated and outcomes reported back. If we find errors in our processes, then we put Corrective Actions in place to fi x them.

Bringing this all together is the largest investment in technically savvy Client Service Managers (CSM) surpassing any other NZ analytical testing companies. Our CSMs have a technical background, and are committed to making sure that Hill Laboratories provides a great service to our customers. 

I feel proud to be working in an organization that has so much to offer our customers, and so much enthusiasm for doing so.

Steve Howse, General Manager