This is quality for
the business objectives
Relationship is improve thanks to your quality
8 steps to reach
the business objectives :
The catalogue will be different from the
competition if the criteria are clearly identified by the customers. Quality
objectives will not be general but will focus on the customers expectations. In
order to clearly identify those expectations, it is recommended to
establish the criteria and how to measure them. Then, the quality policy
will be establish on a genuine ground.
For more details
for the user".
This first step is important for customer
satisfaction. Every thing must be done so that the customer can send his
complaint and that the hot line is receptive, even in the case the complaint is
hard to justify. The customer relation, the hot line and the after-sales are the
front lines to manage at this point the customer
it is important to concentrate the
complaint treatment on the quality criteria that have been previoulsy
The first contact link to a complaint is
of the utmost importance in order to build a confident relationship.
is to decrease the number of
We are in the case where the complaint is
the result of a breakdown or a dysfunction that has been diagnose after the
first call. In this case, the problem is taken over by the technical staff. The
technical team and the after-sales are involved in order to resolve the
As for the complaints, it is important to
focus the incident management on the quality criteria that are expected by the
The objective is to
diminish the rate of incidents
For this step, Six Sigma principles
are applied .
4) Business management of
the resolution :
Complaint resolution is the first objective
but its treatment must not speed down the production rate and "over-cost".
Indeed, if each resolution is speeding down the production rate, then a lot of
customers will be waiting the deliveries, thus causing numerous
dissatisfactions. Also speeding down the production will increase stocking and
generate financial costs.
The objective is to
balanced the resolution cost with the unit production
Quality must not
be more expensive then not doing
5) Efficient management
of requests :
The "zero defect" is not any more
sufficient. The customer is asking for regular updates of the catalogue with
relevant options. Even more, he is expecting is supplier to integrate the most
recetn high tech features. Innovation is not only a mean for improvement but is
becoming an objective.
The efficient management of requests is
calling for flow optimisation and easy introduction of high tech innovation asks
for flexibility. Those two actions have easy indicators to monitor : the number
of managed flow and the number of innovations introduced.
An efficient management request is also
diminishing the in-work load, thus diminishing the financial burden of a
of request for customer satisfaction and financial
To summarize, the incident and complaint
management have to be linked with the economical efficiency of the quality
policy. There is no way of performing customer satisfaction if the business plan
can't sustain it.
See details on Lean
6) Management of the information
system for quality :
To answer to customers requests, to anticipate
what will happen about new expectations or to follow up the resolution process
need some relevant information, timeless and available. The starting point is to
collect information, to process it and to deliver it to operational (query,
historical, comparison...). Managing the information of a quality policy
needs updated technologies : it is the information system (architecture and
technologies) of the quality management system.
Management of the
information system and its technologies of the quality management
The important point is to answer to the customer expectations
and requirements, neither more nor less. All quality objectives starts
willing to build a confident relationship with the customer. It is only in this
case that we will accept his remarks, even if they are not
So it is important to regularly do some
customer surveys in order to understand their true
for customer satisfaction :|
increasing number of
surveys with encouraging
8) Third parties
But since year 2010, the
customer is not the only one to satisfy. Third parties are also expecting some
results. Those persons are not directly invloved by the product or service
delivered but they can be impact from side effects such as pollution, smell or
noise. Some parties can also require that sustainable practices are deployed in
the production process (natural resources management, biodiversity, social
As for every customer, it is important to focus on third
parties satisfaction criteria.
For more details,
see ISO 14001 , ISO 26000.
surveys with encouraging