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The Quality Service Audit
One of
the keys to implementing a successful service improvement
process is to have a clear idea of where your company stands
before embarking on any long-term change effort.
The
Quality Service Audit provides management with an objective
assessment of the company's current customer-focus, opportunities
for improving the levels of service offered and recommended
next steps for enhanced quality service over the long term.
In order to form an accurate and comprehensive assessment,
several methods will be used including: face-to-face interviews
with staff and customers, focus groups, telephone interviews,
written questionnaires and review of any relevant pre-existing
customer surveys.
The
process is conducted in four phases:
Phase
1:
Customization
In this initial phase, before the audit itself begins,
all questionnaires are customized to fit the specific
needs of the client. Using information gathered from background
interviews, SCG will produce a relevant and on-target
questionnaire.
Phase
2:
The External Audit
This analysis of the company is based on interviews with
selected external customers and examines their perceptions
of the company's strengths and weaknesses.
The questions asked will focus on such areas as:
 |
Accounting/payment
systems |
|
Crisis/contingency
systems |
|
After-sales
service systems |
|
Sales/ordering
systems |
|
Complaint
procedures |
|
Supply/logistics
systems |
|
Comparison
with other suppliers |
|
Overall
impressions |
Phase
3:
The Internal Audit
The analysis conducted uses the research, findings and
experience of SCG's many years of specialization in this
field and is based on criteria from the following six
critical areas:
|
Employee
Motivation |
|
Quality
Measurements |
|
Management
Commitment |
|
Customer
and Staff Feedback |
|
Customer
Sensitive Procedures |
|
Education
and Training |
Phase
4:
Consultants' Report
Once The Quality Service Audit is complete, all data is
collated and organized into a detailed report. Areas of
strength and weakness are high-lighted and comparisons
are drawn between internal and external customer perceptions.
The final report presents SCG's recommendations for service
improvement and can serve as a benchmark against which
future progress can be measured.
"A
successful service improvement process starts with a clear
idea of where your company stands before embarking on any
in-depth change effort." |
