Quality Management Framework

Home > Consulting > Quality Management Framework

Build customer satisfaction and organisational performance with a strong quality management framework.

If you are a commercial business, you depend on customer satisfaction and loyalty if you are to survive, prosper and grow. While external customers (such as retail buyers, wholesalers, dealers, government agencies) are the ones who ultimately determine your fate, success also depends heavily on the satisfaction and loyalty of various internal customers (such as your manager or team, other departments or branches).

Many organisations lack the quality management framework - i.e. the quality management and customer service systems - which help them to understand customer needs, wants and expectations, and to link customer feedback to the ongoing process improvements needed to keep customers satisfied, loyal and profitable to the business.

Not-for-profit organisations (e.g. local government) need the same quality management framework and processes to serve their customers, both internal and external - not to generate loyalty and profit, but to minimise cost and loss of time, and to optimise effective service delivery and budget utilisation.

Some of the questions we ask to see if a better quality management framework would benefit your organisation:

What is your customer service strategy, and how does it align with the organisation's overall vision, goals, objectives and business plan?
What is your existing quality management framework, and how effective is it?
Who are your customers? How do you or could you segment them?
What are their needs, wants and expectations? How do you find out?
What does "quality" mean, who defines it, and how do you deliver it?
How do you analyse customer feedback and make process improvements?
What problem-solving and decision-making tools and approaches do you use?
What barriers to improved service and satisfaction exist in the organisation, and how can you overcome them?

Why would you ask us about a quality management framework?

Our consultants have broad experience throughout Asia Pacific in designing, implementing and managing Quality Management Systems, TQM, internal and external customer satisfaction surveys and analysis, process improvement, and quality tools and methods such as process mapping, problem-solving workshops and the "Six Sigma" quality management approach.

We can work with your people to research, design and implement a tailored quality management framework, including, where appropriate, company-to-customer standards, service level agreements, and internal and external customer satisfaction surveys. We help you to analyse customer "dissatisfiers", and to map and improve processes that impact on customer service and satisfaction.

Quality Management Framework benefits for you

Clear shared understanding of the links between your processes and customer perceptions and satisfaction
Clear understanding of the impact of customer satisfaction and loyalty on the performance and viability of your business
Good feedback systems to enable you to quickly identify and understand customer perceptions
Involvement, ownership and satisfaction of staff in making improvements
A tool-kit of approaches and techniques for solving problems and making decisions
Smoother, more co-operative internal communication and support
External customers who are more satisfied, more loyal and more profitable for your business
Greater cost-effectiveness, whether for profit or funds utilisation

Talk to us about having a Quality Management Framework tailored to your specific needs

2010 - Make it a year for Learning!

Free training and development needs analysis!

For a free one-hour analysis of your organisation's training and development needs, just click here to register.