Implementing
a Quality Plan
Implementing
a Quality plan consists of a mixture of principals, methods and organized
resources strategically to mobilize the whole company, with the aim
of satisfying the needs of the client at a minimum cost.
In order
to put a quality plan into practice we need to develop a series of
stages and imply the coordiantion of numerous activities and people:
1.- Diagnosis
of the problem.
Partimos del análisis de las tareas críticas y de los
elementos generadores de errores.
2.- Participation
of the personnel.
Getting everyone to participate is important. From the necessary implication
of the management to the participation of all of the hierachial levels.
3.- Fixing
objectives. It
is necessary to clearly define, in a precise and numeric way, the
objectives. For example, the maximum time to attend to clients.
4.- Control
and evaluation.
You need to establish a system to regularly check that everyone is
fulfilling their objectives.
Therefore,
it is important to regularly measure the quality of the service, to
check that the plan is working and if not take different measures.
The process to ensure the quality of service usually incorporates
various elements:
•
Establishing the main dimensions of the service.
•
Measure the expectations.
• Measure the client's perceptions.
• Evaluate the importance that the clients assign to each
attribute.
•
Analyze the clients perception about competing companies.
Therefore,
we need to establish a list of the main attributes
that the consumers consider related to a quality service and
carry out a regular check. For example, Mc Donalds have identified
various areas related to the perceived quality. The aspect of establishment,
cleanliness, the product, attentitive service, the absence of mistakes
in the service process. They regularly carry out customer surveys
to check that they are reaching ther quality parametres.
Banks also
carry out surveys amongst their clients to measure the quality and
grade of customer satisfaction. For examaple, Ibercaja measures their
clients satisfaction by telephone surveys and they measure 10 areas:
1. Politeness
and friendliness of employees.
2. Waiting
times.
3. How
long spent with each client. Is it enough?
4. Ability
to resolve problems.
5. Efficiency
when resolving problems.
6. Advise
that is given.
7. How
quickly they carry out their jobs.
8. The
clarity of explanations.
9. The
personal treatment given.
10.
The response to complaints.
