The word Quality in the business world refers to different things depending on the context of the discussion you are having. In an administratively focused setting, it can refer to what customers and employees experience when they interact with your company. It can refer to how measurable service or product attributes compare with customer expectations. It can refer to how much time is spent answering a customer’s call or providing a product or service that meets established standards for timeliness, accuracy, reliability and consistency.
In a manufacturing setting it might indicate how many products you produce that pass inspection as meeting specifications and other requirements. In a service business, it might refer to customer experience and the customer’s perception of the quality of your service. In many contexts, it can include the timeliness of an answer to a question or customer complaint. But these are all different from each other and none of them is the same as Enterprise Quality Management (EQMS).
Enterprise Quality Management involves continuous measurement and assessment of performance based on customer experience, using a single understandable scale. This software provides you with all that you need to measure, monitor and manage performance in one package. It provides a way to assess capability and service levels based on actual customer experience – not just on checklists or reports or perceptions. It helps you to identify the issues that are important, and to get a clear picture of what is going on year-round, not just at a couple of periodic points in time.
This software takes quality measurability and measurement to a higher level. It provides you with complete visibility into your critical customer experience from your initial contact through delivery, installation or service and beyond. You can see what the experience is like for each customer or caller, at any point in the process – within reason. You can see where problems exist and begin to address them before they become bigger problems. Today’s systems allow you to have this kind of visibility without buying a lot of expensive hardware and software for each department. And the software is easy to use – allowing you to focus on your business, not on computer technology.
Low Cost Solution:
Enterprise quality management software helps organizations measure, monitor and manage performance in one package. It provides a way to assess capability and service levels based on actual customer experience – not just on checklists or reports or perceptions. It helps you to identify the issues that are important, and to get a clear picture of what is going on year-round, not just at a couple of periodic points in time. Today’s systems allow you to have this kind of visibility without buying a lot of expensive hardware and software for each department. And the software is easy to use.
Why Implement Enterprise Quality Management Software ?
Organizations today are faced with a global marketplace and a world economy which has greater competition than ever before. This is especially true in the areas of service and technology. As the marketplace becomes more competitive, companies must continually review their operating procedures to ensure that they are “best in class.”
In addition to competitive pressures, there is an increased awareness for customer satisfaction. Customers demand high levels of service quality, leading organizations to focus on their service operations. In order to maintain leadership in their respective industries, companies must be able to be responsive to market changes rapidly and effectively.
There are three major problems that most companies face with regard to service and technology:
1) The high cost of implementing, designing and supporting new technologies.
2) The lack of consistent measurements required for “best in class” performance.
3) The lack of consistent and a comprehensive assessment of customer experience, as it relates to their operating procedures.
Enterprise Quality Management (eqms system, when properly implemented and used as a management tool, provides the necessary tools for measuring customer experience. It does this in a way that puts the focus on choice (knowledge), rather than just implementation (process), thereby allowing organizations to deliver consistently superior results by focusing on the customer’s point of view from beginning to end.