According to the Business Standards Institute, quality management systems "help you to enhance your image and reputation and enable you to look for improvements through internal and external communications." These techniques may have been developed in a manufacturing context, but the critical components of quality system management are just as valid in a service setting. You can develop an easily implemented program that provides essential feedback. This relevant feedback allows you to intervene when needed to improve customer service and grow your business.
Your customers are the foundation of your success in the service industry. The first critical component of your quality service system is determining the values of your customer. You can use a professionally developed survey like SERVQUAL to gauge customer's opinions of your business or develop your own survey to meet your specific needs. You can also use focus groups, buying patterns and other measurements to determine customer feedback. You will use the results of these studies to develop a baseline report.
Once you have a clear concept of your customer's needs, work with your administration and staff to determine your goals for service improvement. You will need to clearly state who will be responsible for these improvements and how they can be simply and consistently documented. You will also need to document who will be responsible for reviewing and compiling reports based on your documentation and who is responsible for intervening to make any necessary changes.
Continual quality improvement
Quality management systems are constantly evolving. It is critical that your system include a component for constant revision and improvement. You will need to set regular review times to use the data collected in your tracking procedure to make factually valid management decisions. You will want to review your data at a later date to ensure that your decisions result in higher quality service. If you continue to regularly review and revise your quality service system, you will begin to see sustained progress in customer satisfaction and in your bottom line.