Customer satisfaction is the key to a successful business. Figuring this out, it is important to create an environment that supports a quality culture. This requires a structured and systematic process that implements quality management process of highest accord. We help in bringing the process a full circle.
Bringing about a quality process management requires creating an integrated process centred system that has total employee involvement and is entirely customer focussed. To create an absolute quality process management system, we follow certain steps such as –
- Helping the business clarify their vision, mission and values
- Identifying critical business success factors such as financial performance, process improvement, customer satisfaction, product quality and employee satisfaction.
- We help the organisationsby developing measures and metrics to track the crucial success factors.
- A proper quality process procedureis imperative to identify the key customer group such as customers, suppliers, vendors, employees and volunteers.
- Creating a feedback structure by soliciting customer feedback through focus groups.
- We develop a customer satisfaction survey whereby we find out what is important to customers.
- After surveying each customer group, we develop an improvement plan such as leadership development, performance management, staff training, process improvement etc.
- Once we procure the data, we incorporate the satisfaction data into marketing plans.
This whole process ensures a sound quality process management for an organization.