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Answer Upon - Why Quality Assurance is Not Enough
Call centers have recently become a flourishing industry, offering thousands of jobs all around the world to those with good communication skills and flexible schedules. If you are interested in call centers you might have a few questions about some of the ter
Key Learning Point
You must always improve your systems, methods, standards and procedures. But you must also cultivate the human qualities of intimacy, connection, caring, personality and style. Yes, squeeze those defects out the door, but keep the window open! Let your humanity com
Any professionally trained interviewer can attest these questions are the most asked by people involved with job-hunting. How important is it? Absolutely vital! … How difficult is it? Not hard at all.I can demonstrate the importance with a true story f
Doesn’t the systematic effort to reduce waste, improve yields and streamline processes lead to better service, higher profits and more loyal customers?
The answer is ‘not necessarily’. Here’s why:
Quality Assurance (QA) efforts such as ISO Certification, Six Sigma Quality Control and 10X Cycle-Time Reduction can lead to greater consistency, lower costs and higher speed. But these programs alone will not keep your finger on the ever-changing pulse of your customers’ interests, hopes, needs, fears and feelings.
QA leads to greater predictability and higher standards. That’s important!
But customers are human. And humans are intrigued by creativity, appreciation, personal touch, extra-mile efforts and surprise. That’s important, too.
To win with customers in today’s competitive world, you need both.
You’ve got to work on both continuously. You’ve got to be on time, and turned on. You’ve got to be accurate, and passionate. You’ve got to meet standards, and exceed expectations. You’ve got to please your customer, and sometimes tease your customer.
Key Learning Point
You must always improve your systems, methods, standards and procedures. But you must also cultivate the human qualities of intimacy, connection, caring, personality and style. Yes, squeeze those defects out the door, but keep the window open! Let your humanity come
We are living in a world of paper: we receive important information on paper, and share confidential information on paper: creating documents, letters and many sensitive issues. Therefore it's important to be sure that our confidentiality and privacy are prote
The answer is ‘not necessarily’. Here’s why:
Quality Assurance (QA) efforts such as ISO Certification, Six Sigma Quality Control and 10X Cycle-Time Reduction can lead to greater consistency, lower costs and higher speed. But these programs alone will not keep your finger on the ever-changing pulse of your customers’ interests, hopes, needs, fears and feelings.
QA leads to greater predictability and higher standards. That’s important!
But customers are human. And humans are intrigued by creativity, appreciation, personal touch, extra-mile efforts and surprise. That’s important, too.
To win with customers in today’s competitive world, you need both.
You’ve got to work on both continuously. You’ve got to be on time, and turned on. You’ve got to be accurate, and passionate. You’ve got to meet standards, and exceed expectations. You’ve got to please your customer, and sometimes tease your customer.
Key Learning Point
You must always improve your systems, methods, standards and procedures. But you must also cultivate the human qualities of intimacy, connection, caring, personality and style. Yes, squeeze those defects out the door, but keep the window open! Let your humanity com
As much as employers complain of the difficulty finding good employees, few have embraced a formula that assures success. The greater the difficulty finding good employees in your industry, or certain positions within that industry, the greater the need to v
QA leads to greater predictability and higher standards. That’s important!
But customers are human. And humans are intrigued by creativity, appreciation, personal touch, extra-mile efforts and surprise. That’s important, too.
To win with customers in today’s competitive world, you need both.
You’ve got to work on both continuously. You’ve got to be on time, and turned on. You’ve got to be accurate, and passionate. You’ve got to meet standards, and exceed expectations. You’ve got to please your customer, and sometimes tease your customer.
Key Learning Point
You must always improve your systems, methods, standards and procedures. But you must also cultivate the human qualities of intimacy, connection, caring, personality and style. Yes, squeeze those defects out the door, but keep the window open! Let your humanity com
Industrial metal detectors offer maximum protection against ferrous, non-ferrous metal, and stainless steel metal contamination. Industrial metal detectors are used in a variety of applications. The typical areas covered are food, dairy, pharmaceutical, paper,
To win with customers in today’s competitive world, you need both.
You’ve got to work on both continuously. You’ve got to be on time, and turned on. You’ve got to be accurate, and passionate. You’ve got to meet standards, and exceed expectations. You’ve got to please your customer, and sometimes tease your customer.
Key Learning Point
You must always improve your systems, methods, standards and procedures. But you must also cultivate the human qualities of intimacy, connection, caring, personality and style. Yes, squeeze those defects out the door, but keep the window open! Let your humanity com
1. Limit the consultation to 30 minutes!Remember: your time is valuable. Thirty minutes is plenty of time for the prospective client to get to know you, like you, be impressed by you, etc. and sufficient time for you to get a good feel for whether you
Key Learning Point
You must always improve your systems, methods, standards and procedures. But you must also cultivate the human qualities of intimacy, connection, caring, personality and style. Yes, squeeze those defects out the door, but keep the window open! Let your humanity come shining in.
Action Steps
Review the active improvement efforts at your organization. You should have ongoing QA programs featuring hard statistics, real experiments and rigorous workflow mapping. At the same time, you must have ‘soft skills’ programs to improve listening, personal communication, cultural respect, ethics, responsibility, recovery, service mindset and customer delight. Make sure you have a healthy mix of both for the success of your business, your employees and your customers.
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