Jim Buik, the third-generation owner/operator of the Roscoe Co., an industrial independent in Chicago, credits his company’s success in this fiercely competitive market to a disciplined approach that relies on quality systems and professional staff training to ensure customer satisfaction.

“We’re ISO 9001:2015 certified,” says Buik, who bought the business from his family, almost 20 years ago. “ISO is the overarching certification that drives our continuous improvement, that drives our customer satisfaction.”

Buik, shown above with his daughter, Julia, says he’ll apply a similar emphasis on best practices as TRSA chair. His two-year term began with last month’s Annual Conference ...