How to Maintain Quality in Your Business
“What systems do we need to create to maintain quality?”
This is a question a prospective client asked me and that I didn’t have a clear answer for because like so many things in life, it depends. It depends on what you want to apply the quality standards to. For example, if you have a product that you’re manufacturing, it makes sense to have a QA process or checklist; but if the concern is maintaining standards across the entire business, then those standards need to be clarified and baked into your systems from the start.
You can create a system to QA your products and services, but I believe that for most business owners, that is overkill. It complicates things far more than they need to be. Because if you are rolling out highly refined and well-documented systems as official procedures, these should already have standards included in the procedures.
Things to include in your standard procedures
So, if the standard is excellent, high-touch, personalized customer service, then the system for how customer service is done in your business includes high-touch steps. It’ll include things like:
- Welcome calls or check-in calls
- Responses within 1, 2, 3, or 24 hours (whatever your standard is)
- Guidelines on how the customer is spoken to
- Team empowerment to resolve customer issues
The system encompasses many of the quality standards that you want to QC in your business. This is the easiest way to maintain quality, by taking the extra time to build the quality standards into the procedures you want your team to follow.
Therefore, if maintaining quality within your business is a challenge, first take a look at the guidelines/instructions that your team has to follow. This is the easiest place that you can start to increase quality across your business because it makes quality a priority at the start – before and as your team is doing their work.
Do you have more questions about how to create systems that increase or maintain quality? Drop me a comment or feel free to reach out. I’m always happy to share best practices.
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