manage quality customer service
How can Quality, Time and Cost be balanced?
“Quality” does not come about by accident; it is achieved through careful planning and execution. Customers regardless of who they may be deserve the best quality product your department can supply.
As part of the planning process, it’s important to ensure you have a good understanding of the quality level your customers require and expect from the product you are providing.
“Quality is the characteristics of a product, system, service or process that meet the requirements of customers and interested parties”.
Herein lies the key, in the work requirements.
If we don’t understand the requirements of our customers, how can we provide a quality product? Not all customers will clearly state their requirements, or even know their requirements; it is not uncommon to have to help them define this.
“The total of characteristics that make a product or service good or poor, sensational or disappointing comprises its quality”.
Jeff Viehmeyer (owner of Alameda Canvas and Coverings in Alameda, Calif) states; “Excessive perfectionist can strangle success”.
“Every project has a correct balance between; quality, cost and time - and you have to find the balance between them. If you can’t find out what’s important to the customer, you can’t balance the equation.” A quality product or service is one that meets the needs or exceeds customer expectations.
Poor quality costs money;
• Customer allowances and other tactics to offset customer dissatisfaction.
• Investigating and processing customer complaints.
• Returns and warranties claims.
• Product recalls.
• Repairing or replacing lost, damaged or faulty goods.
Scrap and ultimately lost sales and lost customers are expensive.
Then there are the hidden costs;
• Correcting billing and other errors.
• Expediting late deliveries.
• Field service expenses and late paperwork.
• Overtime and premium freight costs.
Just to name a few.
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“Quality” does not come about by accident; it is achieved through careful planning and execution. Customers regardless of who they may be deserve the best quality product your department can supply.
As part of the planning process, it’s important to ensure you have a good understanding of the quality level your customers require and expect from the product you are providing.
“Quality is the characteristics of a product, system, service or process that meet the requirements of customers and interested parties”.
Herein lies the key, in the work requirements.
If we don’t understand the requirements of our customers, how can we provide a quality product? Not all customers will clearly state their requirements, or even know their requirements; it is not uncommon to have to help them define this.
“The total of characteristics that make a product or service good or poor, sensational or disappointing comprises its quality”.
Jeff Viehmeyer (owner of Alameda Canvas and Coverings in Alameda, Calif) states; “Excessive perfectionist can strangle success”.
“Every project has a correct balance between; quality, cost and time - and you have to find the balance between them. If you can’t find out what’s important to the customer, you can’t balance the equation.” A quality product or service is one that meets the needs or exceeds customer expectations.
Poor quality costs money;
• Customer allowances and other tactics to offset customer dissatisfaction.
• Investigating and processing customer complaints.
• Returns and warranties claims.
• Product recalls.
• Repairing or replacing lost, damaged or faulty goods.
Scrap and ultimately lost sales and lost customers are expensive.
Then there are the hidden costs;
• Correcting billing and other errors.
• Expediting late deliveries.
• Field service expenses and late paperwork.
• Overtime and premium freight costs.
Just to name a few.
Not