A business study on how to improve quality and achieve customer satisfaction

Flickr Gretchen Rubin Employee attitudes typically reflect the moral of the company. In areas of customer service and sales, happy employees are extremely important because they represent the company to the public.

A business study on how to improve quality and achieve customer satisfaction

Enter your email to reset your password Or sign up using: Sign in if you're already registered. Staff Getty Every business owner likes to think that he or she has a commitment to quality. If that were truly the case, of course, no product would ever disappoint, and no service would result in a complaint.

So how can you improve quality at your company? Here are 5 steps you can take to put you on the right path. Edwards Deming, the father of the quality movement, famously laid out 14 points for management—chief among them, the notion of "constancy of purpose.

Unless a business views quality as its single, non-negotiable goal, workers will inevitably feel the need to make tradeoffs and quality will slip. It means that the long term benefit of the organization is not sacrificed to hit quarterly targets.

If you are, you should tell your staff—and then think about how you will handle the first conflict between your stated objective and a pressing deadline or an attractive short cut.

The Power of Purpose 2. If you are going to commit to quality, first you must define exactly what quality is.

For manufacturers, this process involves statistical quality control, the process of setting a product's specifications and then sampling a small number of units from the production line to see how closely they measure up to those specs.

Standards are set and, if too much deviation occurs or if quality appears to be trending in the wrong directionthe manufacturing process is altered.

Tracking quality is admittedly more difficult in a service business, and efforts by groups such as the International Organization for Standardization known as ISO to create meaningful benchmarks beyond manufacturing have had mixed results.

One way to gauge customer satisfaction and, by extension, the quality of your service is by tracking what is called a net promoter score. Devised by a Bain consultant named Fred Reichheld, a net promoter score keeps tabs on the number of customers who would recommend a business to their friends.

A customer who answers 9 or 10 is seen as a promoter; a customer who answers 7 or 8 is seen as passive; and a customer who gives a company a score of 6 or lower is seen as a detractor. By subtracting the number of detractors from the number of promoters, a company arrives at its net promoter score.

How to Address Quality Issues 3.

A business study on how to improve quality and achieve customer satisfaction

An old saw of the quality movement is that any business with a quality control department is doomed to poor performance, for it has demonstrated to every other employee that quality is not his or her chief concern. Instead, quality experts recommend that businesses train workers at all levels to look for ways to improve quality and to ameliorate problems.

Training takes on several dimensions. For starters, you should set up a new-employee initiation program that trains workers to focus on quality issues from their first day on the job. Different CEOs have different perspectives on how best to do this.

Ralph Stayer, the quality-obsessed CEO of Johnsonville Sausage in Sheboygan Falls, Wisconisn, believes your existing employees should be put in charge of training new employees, because only they can provide a firsthand perspective on how your company's operations work.

He personally leads all new-employee orientation training sessions which last several days because he believes an employer never has a better chance of instilling values and a sense of purpose than right after he or she has hired a new employee.

Whether you hand train duties to your employees, take them on personally, or some combination of the two approaches, it's important that you provide workers with a history of the company through the lens of quality. Let them know what problems you have had in the past, how you corrected these problems, and where your company stands with respect to its quality goals today.

You should also go over your definition of quality in detail, and show them how you measure quality see the previous section. Finally, train workers to see the connection between their actions and, more broadly, their work ethic, and the company's overall performance. By tying individual behavior to an overall system of work, and then showing where that system can, on occasion break down, you will be giving workers the information they need to be good stewards of your business.

Your staff members may roll their eyes at the introduction of such a dated technique, but organizing employees into quality circles can be an effective way to identify and address problems.

Simply put, quality circles are groups of employees who are encouraged to assess processes and recommend improvements, all with the goal of promoting quality, efficiency, and productivity.

The concept was developed by Deming in post-war Japan, and made its way to the United States in the late s. At one point, half of all large corporations had adopted quality circles, but then interest in them faded. Quality circles, by any other name, are teams of workers who are given the authority and responsibility for making a business better.

To succeed, experts say that participation in a quality circle should be voluntary; circles should draw members from all corners of a company; and the circle should set its own agenda rather than pursuing a company owner's agenda. Once you have invited workers to join a quality circle, provide them with adequate resources to pursue their analysis, and schedule a time in the future at which they may present their findings.

It is important that you act on their recommendations, even if the group's conclusion is not necessarily one you would have drawn yourself.Improving customer satisfaction is a primary business objective, and asking customers for their input shows that a business truly cares about them and is always striving for improvement.

How to improve customer satisfaction and tips on ways to increase satisfaction within a customer service call centre. Understand your customer’s business and show that you care when users are facing an issue. the Quality of the action taken is the most important item.

kindly share ideas from your perspective about how to achieve the. A business study on how to improve quality and achieve customer satisfaction Posted by on Nov 8, in Copywriting | 0 comments Home» Copywriting» A business study on how to improve quality and achieve customer satisfaction.

Good managers know that happy employees are loyal, productive employees. Below are seven areas to improve employee satisfaction.

The purpose of customer satisfaction research is to improve customer loyalty and yet so often surveys sit collecting dust. Worse than that, customers have generously given their time to assist in the customer satisfaction survey believing that some positive action will take place.

Many call centers use customer satisfaction surveys at the end of calls. Customers are asked to complete a quick survey after every call to and rate the level of service they received and understand how the customer feels about your business. Customer satisfaction surveys help companies to uncover problems with their service in a timely manner.

A business study on how to improve quality and achieve customer satisfaction