Why Quality in Service?
You face a special challenge: Meet customer needs while remaining economically competitive. Automated processes can make an impact, but services are still labor-intensive. There can be no substitute for high-quality personal interaction between service employees and customers. Use quality practices to:
- Understand and improve operational processes.
- Identify problems quickly and systematically.
- Establish valid and reliable service performance measures.
- Measure customer satisfaction and other performance outcomes.
Put Quality to Work for You
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Lending Industry Mortgages Its Future (PDF, 189 KB)
It's been more than 20 years since quality requirements were implemented in mortgage lending, and yet the attention paid to those requirements is as lax as it was two decades ago.
August 2008
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Raising the Bar (PDF, 249 KB)
Now more than ever, companies must measure and manage their quality costs to compete at a high level in today’s global marketplace.
August 2008
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Measuring Customer Satisfaction and Loyalty, Third Edition: Survey Design, Use, and Statistical Analysis Methods (PDF, 668 KB)
Peruse the table of contents, a free chapter, and the index of this recently updated best seller.
August 2008
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The True Test of Loyalty (PDF, 236 KB)
A multidimensional approach to visualizing customer loyalty offers new insights into expanding business through new and existing customers.
July 2008
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A Call for Improvement – Free Article
Use these basic quality tools to ramp up your call center’s processes. The tools will work on your sales calls, too.
July 2008.
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Creating a Culture of Quality – Free Webinar
Quality isn’t the work of one person. You need to engage your whole organization. Learn how Ford did just that — with great success.
June 2008.
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