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Quality Improvement: An Important Aspect in Every Business
The words ‘quality improvement’ should never be taken for granted when it comes to business. Any business person who wishes to succeed should pay attention to this area of his or her business. There are a number of ways that entrepreneurs can address this issue in order to ensure that they have a competitive edge over their competitors.
Consistency is important when it comes to quality improvement or quality management. The concept must be applied throughout the entire lifespan of a company, and it must come from the top down. Management has to be creative in finding ways to improve the overall performance of the company. One way to improve on this is to gauge all mistakes. There is much to be learned by assessing things that go wrong in the business.
Defining standards is the next important step in this process. You will also need to ensure that all the departments within the company are adhering to well specified and documented standards. Each department head must be tasked with tracking performance and standards in performance within their respective departments.
Feedback from both satisfied and dissatisfied customers is a great way to keep a check on the standards in the company. Customers are asked whether they would recommend your company to friends and family members. Customers are ranked according to their responses. Customers who are prepared to recommend the company are rated 9 or 10 and are referred to as promoters. Customers who are passive are ranked 7 or 8, and customers who will not refer your company are rated 6 or less and are referred to as detractors. Once all these numbers are collated, you will subtract the number of detractors from promoters and arrive at a net promoter score. Should this score be unacceptably low, you will need to address this and improve on this score.
Well-trained staff members usually outperform untrained staff members, so implement a training program to train, motivate, and inspire your employees to new levels of performance. It would obviously be wise to train employees on the topic of company standards as well. New employees should be introduced to the principle of adhering to standards from the get go.
The best way to learn something is to teach it. To facilitate this process, you can get experienced employees to train the newcomers to the company. These employees should have the company at heart and good all-around knowledge of what is expected of employees. Use past experiences to teach new employees what works and what does not work. There is much to be learned by assessing mistakes. Cover areas such as work ethic, performance, and other important areas of business.
A great way to institute quality improvement is to create task groups assigned to this important facet of business. The task groups can hold periodic meetings to assess how the process is being carried out. This will help to ensure that standards do not slip and the business functions at optimum levels. Members should be supplied with adequate resources to police standards. Encourage interaction among the members so that there is no communication breakdown.
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