In Reply to Parent Post by debbie135
Thanks for your very quick response (and all the other responses you have supplied me with to date !)
The management have not actually formulated any objectives from a Quality perspective. The only objectives currently in place measure gross profit and contact information e.g must contact 20 prospective customers per week and must visit 2 existing clients per week, and must hit £ worth of profit per week. Obviously these are not quality related and on speaking with the management they are not clued up on the smart objectives which they need for Quality. Oh, please help me !!!
Do you have a complaint/feedback system in place for clients...
Is this used
How are complaints logged
What is the trend (up/down)
how do you verify that a complaint has been closed satisfactorily
these numbers (if you have them show how well as a business you are meeting customer expection)
Another thought would be to use QFD
Understand customer needs (e.g. Kano modelling)
What are your competitors doing (better/worse)
What other services could you provide (training/interview skills, maps of how to get to business/manufacturer etc etc)
When something goes wrong what do you have in place to correct, what process system improvements have been put in place to prevent recurrence, e.g. not getting back to client/customer when you said you would... sending a potential client to a business wrongly (not appropriately qualified/wrong address... etc etc)
Is there a trend...
To be successful your company needs to be the preffered choice of supplier... by screening clients, being cost competive, being efficient etc etc... what roadmaps are in place for this... what process are in place for this could you improve them
Perhaps some lean methodology applied to existing processes could identify improvements
anyway I have waffled enough
Quality improves businesses by consistantly providing the required service IMHO this is one way of setting and measuring the level of quality within a service industry