The existence of customer service policies has proven to us that money is not the lifeblood of a business but it is their customers. Since we now know that customers are considered as an essential constituent of every business, it is also part of the responsibility to know what helps in achieving customer satisfaction and that is through the quality service and products a business could offer to them.
Quality holds so much weight on the customers that once they are given a damaged good or a lousy service, a business might just lose their customers and it will be very hard to gain them back. That is why there is a need for quality policies that help every business in maintaining high-quality products and services as well as for their staff or employees to know their role and responsibilities in maintaining as well as in improving the quality of the products and services of the company.
Every quality policy must be made with every intention to improve and regulate the quality products and services of a business and not only because it has to comply with ISO 9001. ISO 9001 specifies requirements that are needed for quality management system regardless of whether any business organization is big or small. This international standard makes it possible for any business organization to be able to provide quality products and services to its customers.
Quality policies are important because it helps in regulating the quality of products and services of the company but aside from that, there are other reasons why quality policies are important not just to the business but to their clients as well.
Quality policies build trust and foster healthy relationships between business owners and its customers. For instance, a shoe business has been running on for three decades and is going for more. It is not because it gained a lot of profit enough to go running for as long as it wants or that it has some inconspicuous underground business. It is only because it has offered customers with high-quality standard shoes made with durable raw materials, and their employees have also accommodated its customers well with pleasing approaches that would even tame the wild and impatient ones.
Every business’ quality policies are always geared to make sure that its staff would know how to provide quality service to its customers. One way of giving quality service is to make sure that every product that goes in the hands of their customers, and every service their customers receive would unfailingly be of high-quality. But that is a feat for every business owner since nothing is really perfect and no one could possibly impress every customer because we can never really please every single one of them.
However, despite those facts come another important fact: perfection is not everything and sometimes, what really matters most is consistent and constant improvement. When a business would consistently gear towards daily improvement, it would actually supersede perfection. Here are five simple ways that can aid every business owner in its goals to constant improvement of the quality of their products and services.
The pursuit of constant quality improvement is a difficult one. It costs a lot, not just in monetary figures but as well the effort, time, and energy spent on the quality improvement. But if you start with a solid, well-defined purpose and communicate this with your staff or employees, you are beginning to pave your way to success.
Having a commitment to a clear purpose also helps in clearing minds when facing challenges at work. It will also help everyone, not just the business, in succeeding and in fulfilling goals.
It is pointless to pursue quality improvement if you do not even know what quality is and what kind of quality you are looking for in your products and services.
On the quality improvement of products’ end, its specifications are what being looked into when trying to improve the quality of the product. Have you ever seen on the television of a laundry soap commercial wherein the product being advertised, or the “star” product, is being compared to an Unknown Brand X?
The commercial itself can be true to life since before the new or improved product has been made, they, most likely, took samples from other brands and compared it with their own. They usually pose the question: what is the competitor’s edge from their product and how can they beat that advantage? Let’s admit it; business is a competition and if you are going to lag behind your competitors, you will be left behind.
On the quality improvement of services’ end, its way of interacting the customers is what should be prioritized in improving the quality of the services of a business. Even if your staff are intellectual and have gone into big schools but their attitude towards their customers is not proper, then maybe it’s time to train your staff.
It is important to know what products or services that you should be working on because after all, life is all about improvement. This helps the business grow and become better. You can make use of a SWOT or Strengths, Weaknesses, Opportunities and Threats Analysis when analyzing your business’ quality. When there are quality issues are being reported, make sure you acknowledge them and Knowing your business’ weaknesses is one of the tickets you would need in achieving success since in knowing yourself more, the more you would also be knowledgeable on how to deal with whatever life throws at you.
However, dwelling too much on identifying your business’ quality weaknesses might turn you blind to your business’ strengths. Keep it balanced; know the good side of your business also know the side where the need for improvement is high. The more you know how your business affects your customers, the better.
One of the purposes of quality policies is that it is used to make your employees or staff aware of their responsibilities and role in ensuring the business offers quality products and services to its clients. No matter how good you do as a business owner but your employees are slackers and keep on ruining the quality of your business, then you’re good as done; your business is doomed to fail with all that bad work performances.
In training your staff or employees, have a clear training plan. Make sure that they are being disclosed with all the problems the business has encountered in the past and how they were able to resolve it and how they, the staff, can resolve it. Tell them your own definition and measurement of quality products and services and how they also define and measure it. Help them understand that they are accountable for all the things they do at work. And most importantly, instill values and give a sense of purpose in your employees during the training, they, too, are important in keeping the business running towards its way to success.
As unusual as it sounds, having fun when improving the quality of your business actually helps. If you all bent on improving quality all the time, the workplace will become too serious and eventually, the staff will resign since they could no longer incorporate work to having fun. And yes, it is possible to make work fun and this has proven impressive results particularly in the business.
By having the right attitude in your quest for quality improvement, positive energies comes in and it comes with positive ideas that are useful for the improvement of the quality of the business services. Results of improvement do not come in like magic or in one snap of the hands; it takes time. And while your efforts in improving your quality have not yet surfaced, do not take this in the wrong way and pressure your staff to work and give more effort to hasten the results.