How well are the operational processes working to deliver quality? How could they be improved? 6. Also, get regular feedback from employees. Use measurable feedback from external sources, such as customer surveys, online ratings, reviews, and net promoter scores (NPS), to get a fuller picture of product and service quality. Review your data regularly to see how well your company is meeting its quality standards. Most business software, from financial and accounting apps to customer relationship management or customer service tools, lets you customize the information you collect and use dashboards to view it at a glance. In a restaurant, operational processes might require servers to pick up food for delivery to the customer’s table within two minutes of it being prepared. For instance, in a B2B company's accounting department, operational processes might require preparing and delivering invoices within 24 hours after a job is completed or a product is delivered. Starting with your critical operations, create step-by-step processes that include benchmarks.
If you create good processes, continually measure the results of the processes, and work to consistently improve the process, your product or service will get better and better. Edwards Deming, the founder of modern quality control, believed that well-designed processes lead to high-quality products and services. Create operational processes to deliver quality. Getting orders out to customers quickly and accurately is a more important standard because it has a more direct effect on the quality of experience and customer satisfaction. This will enable you to get results quickly and also keeps you and your team from becoming overwhelmed.įor instance, if you own a restaurant, keeping the restrooms clean is definitely something to monitor in your quality control program-but not the most important thing. However, begin by focusing on the most important measures - those that have the biggest effect on your profits and your customer experience. Of course, you want to ensure quality in all aspects of your operation. Decide which quality standards to focus on. Resolving customer service problems in five minutes or lessĢ.Responding to all customer service emails within four hours.Answering all customer calls by the second ring.For example, if you're developing quality control standards for your customer service team, “sounding friendly on the phone" is not a measurable standard. However, they must all be objectively measurable. In others, there aren't any official quality standards, so you'll need to set your own.Įach department of your business will have different quality control standards. In some industries, you may have to meet quality standards set by an outside body, such as an industry association, the local health and safety inspector, or a government regulatory agency. Here are 6 steps to developing a quality control process: 1. As word spreads, you’ll gain a reputation for poor quality, making it harder to attract and keep customers and employees. If customers aren't happy with the quality of your products and services, they'll stop doing business with you. If your products or services are of poor quality, you'll spend a lot of time and money redoing them and cutting into your profit margins. Developing quality control processes allows your business to operate without you, making it easier to expand into new locations, delegate duties, and even sell your business when the time comes.īusiness growth requires careful attention to both dollars and people, and quality control helps ensure you’re monitoring both. A quality control program helps to ensure your small business is delivering a consistent product, service, and customer experience. Quality control is a key component of a well-run business. In reality, quality control processes can be used in all types of businesses, whether they are product-based or service-based, B2B or B2C. When you think of quality control, you probably think of manufacturing businesses inspecting products for flaws.
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