7 Ways to Ensure Customer Focused Improvement with Quality Management

Quality Management

Improvement strategies can be applied to almost any area of your organization to achieve quality management, but with so many different areas of improvement however, what is the best way to identify the areas that take top priority?

The simplest way to identify the most important improvement areas is to consider the areas that have the most impact on customer satisfaction and business profits. As this area directly influences the organization’s bottom line, improvement strategies will ensure the best level of customer service, delivering more chance of business success.

Core Steps to Achieving Customer Centric Improvement Strategies

The following steps can be taken to achieve quality management within your organization’s customer centric improvement strategies:

  1. Recognize areas for improvement – keep a note of all potential improvement concepts as well as all suggestions and feedback sent by customers, employees at all levels of the organization and senior management. This will act as a starting block for improvement strategies.
  2. Prioritize the most important improvement ideas – choose the most important strategies that will be implemented. These ideas will have the most impact in terms of objectives, whether they related to customer satisfaction, increase productivity levels, greater profiles, less costs from rework or any other quality management goal.
  3. Start small, and develop improvement ideas over a longer term period – even one major improvement in a month will still lead to 12 improvements over the course of a year. When developing a quarterly improvement process plan, there should be no more than three priority ideas listed for implementation.
  4. Define the outcomes of each improvement idea within your strategy – you will then be able to plan steps for implementation around these core areas to define outcomes and expected results. Visibility of objectives should be clear at all times, which is why documenting each step of each improvement idea is vital for implementation as well as objective of each idea.
  5. Let your customers be part of the improvement strategy – customers can also be involved in your improvement strategies, and their feedback is essential to ensure that you are providing the best chance of quality management for your customers. If you know what your customers want, you will be able to integrate their wishes into your strategies for even greater chances of success.
  6. Implement the improvement strategies and monitor results – when your improvement strategy is ready for execution, begin the implementation of each process within each idea. Implementation can be monitored through pilot projects, which will allow you to ensure that improvements have successful results. If any problem areas are found during the pilot phase, improvement strategies can be updated and re-implemented until they bring the best results.
  7. Monitoring results and tracking each process of the improvement idea – this is essential in order to identify the extent to which the improvements have improved the outcomes. Feedback from customers, employees and stakeholders is essential in order to accurately track progress or potential areas for improvement.

Process improvement plays a vital role in any organization’s success, and a simple approach is the best way to ensure results from quality management processes within the workplace.

Are you using quality management tools to improve your customer retention?


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About the Author: Nancy Rickenshaw researches and reviews a wide range of document control software products, as well as effective quality management tools for companies seeking effective management of documents and systems.
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