Quality Management and Monitoring
We can help you understand the quality of the work you do now, and set up systems to test it out in the future, including a customer’s eye view.
What do you know about the quality of the services and products you provide? Do you know what your customers/clients think? Their views are obviously important, because if they don’t like what you provide, they may go somewhere else.
Understanding what your customers and clients feel about quality is not just a case of reacting to their complaints. At Agencia we have experience of designing Quality Management Systems (QMS) to help organisations become proactive in understanding the impact of their services and products on their customers and clients.
Agencia can help you design a complete process that will include:
- Canvassing and monitoring customer views
- Analysis of results (including trend analysis)
- Performance reporting
- Action planning to deal with problems identified
- Review mechanisms to ensure that action is taken
- Re-review to understand the impact of changes made
- The development of a quality ‘culture’
Agencia will be happy to design a total system or help you with individual components. We will find a format that suits your customers and clients, whether it be:
- Surveys and questionnaires
- Online sampling
- Face to face interviews
- Telephone surveys
- Focus groups
- Mystery shopping
As a further service we can undertake independent audit to assess the integrity of your current systems and help you make changes to ensure that the information you receive is SMART (Simple, Measurable, Accurate, Relevant, Timely).