Clearly client satisfaction is the result of not only the compliancy of the product or service to the technical specifications. Factors like deadlines, punctuality in delivery, payment conditions, customer care before and after the purchase, flexibility, etc., influence a lot in consumer happiness.
To develop well all of this processes we need to create, intentionally, an organizational culture in which all the transactions are perfectly understood and correctly performed. Also, the relationship between employees, suppliers and clients must be successful.
From a wider point of view, to establish a sequence of processes that focus on the quality of the product or service is not only to project a collection of procedures and activities connected one to another. It is primarily to have an unshakeable company policy that requires the fulfillment of all the transactions, which in turn possesses clear standards for education, continuous training, attention to relationships and the management involvement on the operations, all this following an improvement philosophy.
Given the constant changes in the market scenario, only the best, most adaptable and well prepared will survive
Nowadays the companies that achieve a higher level of success are the ones that adopt the tools of quality management and develop its processes with an optimized degree of efficiency.
A management focused in process quality has a comprehensive approach that aims to improve the competitiveness, efficacy and flexibility of an organization. It does this through planning, organization and the understanding of each and every task, involving the entirety of people in all levels, being so indispensable to all kinds of companies.
10 consequences of process quality
- Total client satisfaction
- Development of human resource
- Purpose constancy
- Participative management
- Continuous improvement
- Guarantee of quality
- Not acceptance of errors
- Process management
- Dissemination of information
Who is responsible for the process quality in a company?
This is a story about four people named Everybody, Somebody, Anybody and Nobody.
There was an important job to be done and Everybody was sure that Somebody would do it. Anybody could have done it, but Nobody did it. Somebody got angry about that, because it was Everybody’s job. Everybody thought Anybody could do it, but Nobody realized that Everybody wouldn’t do it. It ended up that Everybody blamed Somebody when Nobody did what Anybody could have.
This seems like a silly story, but it is a dangerous reality for most companies, that little by little loose competitiveness due to the low concern with production quality and services offered.
If you don’t want your company ending up telling this same story, you better choose a mechanism appropriated to manage the level of service you offer, through the management process.
The management process is a fundamental tool to improve process quality and services provided. With the process automation it is possible to promote openness, to define responsibility between the people involved, standardize communication, monitor activities and act proactivity to improve the quality of services rendered.
To know more about what process automation is and what it can do for your company, continue in our website. Also, now that you fully understand the importance of the quality of the processes, but still have some questions about management, you can read all about it in understand the business process management.