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How can you maintain quality across all business services?

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Quality is a key factor that determines the success and reputation of any business. Whether you offer products, services, or solutions, you need to ensure that they meet the expectations and needs of your customers and stakeholders. But how can you maintain quality across all business services, especially when you have multiple processes, teams, and standards involved? Here are some tips to help you achieve consistent and high-quality business services.

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1 Define quality criteria

The first step to maintaining quality is to define what quality means for your business services. You need to establish clear and measurable criteria that reflect the value and benefits of your services for your customers and stakeholders. These criteria should cover aspects such as performance, reliability, usability, compliance, and customer satisfaction. You should also align your quality criteria with your business goals, vision, and values.

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Lakshmi Priya S.

"HR Coordinator with 2+ years in IT, now in retail. Skilled in recruitment, employee engagement, and fostering positive workplace culture."
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Developing and documenting Standard Operating Procedures (SOPs) is paramount in maintaining quality across all business services. SOPs establish consistent guidelines for tasks, serving as a reference point for employees and aiding in training and onboarding. They include quality control measures, ensuring adherence to standards, and contribute to compliance with regulations. SOPs enhance efficiency, productivity, and risk management by streamlining processes and addressing potential issues. Regularly updated SOPs support continuous improvement, allowing businesses to adapt to changing requirements and deliver high-quality services consistently.

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Sean Merrill

Director of Quality
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Before defining quality criteria, it is imperative to define the context of the organization. Quality objectives should be specific to the organization and industry in which you operate.

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Andy Nichols CQP FCQI

"Go to" Guide | Business Advisor | Mentor | Author | I color outside the lines and do not always adopt the "conventional wisdoms" we're led to believe.
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Surely, before you can have quality criteria, there’s other things leadership must do? It’s leadership’s job to ensure a number of things are in place before you can establish criteria.

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2 Implement quality management systems

Once you have defined your quality criteria, you need to implement quality management systems (QMS) that enable you to monitor, control, and improve your business services. A QMS is a set of policies, procedures, and tools that help you ensure that your services meet the quality standards and regulations of your industry and market. A QMS can also help you identify and eliminate errors, defects, and risks that may affect your service quality.

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Andy Nichols CQP FCQI

"Go to" Guide | Business Advisor | Mentor | Author | I color outside the lines and do not always adopt the "conventional wisdoms" we're led to believe.
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A QMS is much more than this! A QMS doesn't "also" help identify and eliminate errors, defects and risks. That's the primary purpose! A QMS isn't a "set of polices, procedures and tools at all. That's a very narrow viewpoint. This AI article is as inaccurate as many of the others we keep seeing on LinkedIn. What’s the purpose? Hoping that experts correct the machine learning?

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3 Train and empower your staff

Your staff are the ones who deliver your business services to your customers and stakeholders. Therefore, you need to train and empower them to maintain and enhance the quality of your services. You should provide them with the necessary skills, knowledge, and resources to perform their tasks effectively and efficiently. You should also encourage them to communicate, collaborate, and share feedback with each other and with you. Moreover, you should reward and recognize their achievements and contributions to quality improvement.

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Andy Nichols CQP FCQI

"Go to" Guide | Business Advisor | Mentor | Author | I color outside the lines and do not always adopt the "conventional wisdoms" we're led to believe.
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Once again AI misses the point. Training makes people dangerous, that’s all. Does an organization want people who act like they just finished driver’s ed? One hopes not…

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4 Seek and act on feedback

Feedback is a valuable source of information that can help you maintain and improve the quality of your business services. You should seek and act on feedback from both your internal and external customers and stakeholders. You should use various methods and channels to collect feedback, such as surveys, reviews, testimonials, complaints, suggestions, and referrals. You should also analyze and evaluate the feedback to identify the strengths and weaknesses of your services, and to implement corrective and preventive actions.

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5 Review and update your services

The quality of your business services is not static. It can change over time due to various factors, such as customer needs, market trends, technology advancements, and competitor actions. Therefore, you need to review and update your services regularly to ensure that they remain relevant, competitive, and valuable. You should use data and metrics to measure the performance and outcomes of your services, and to compare them with your quality criteria and benchmarks. You should also use innovation and creativity to enhance and differentiate your services.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Kevin Griffin (ASPICE Certified)

Deliver Large-Scale Complex Programs I Integrate Process with Technology I Optimize Performance I Coaching I Global Team Development I Talent Assessment I Lean Thinking
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One thing I found helpful is to realize that there is direct quality and indirect quality. You need both. Direct quality needs to be incoporated into the day to day activities of all business services. Things like Peer Reviews, Design Reviews, Program Reviews, or any other checks that makes sure the day to day activities are producing the desired outcomes. Indirect quality comes in the form of audits or assessments. This should be conducted by someone who is not doing the day to day activities. It is another set of eyes looking at the same outputs to make sure everything meets a high standard. By having both in place, you can maintain quality across all business services.

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Jeannette Finch

Supplier Quality Engineer
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Incorporate your quality management system into a business management system. Make how you do business all about quality. Don't just leave the responsibility to your Quality Assurance and Quality Control departments. Make Quality everyone's responsibility.

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Terry Judah

RETIRED
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Just ask one important question. Which part of your business would you be most comfortable leaving it to ramshackle, up in the air, juggling the details and customer experience’s to random chance? If you enjoy on the edge of your seat Adrenalin fueled frightening moment by moment fireworks…then by all means leave your business alone and spend your time wondering…what‘s next?

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How can you maintain quality across all business services?

1

2

3

4

5

6

1 Define quality criteria

2 Implement quality management systems

3 Train and empower your staff

4 Seek and act on feedback

5 Review and update your services

6 Here’s what else to consider

Business Services

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How can you maintain quality across all business services?

1

2

3

4

5

6

1 Define quality criteria

2 Implement quality management systems

3 Train and empower your staff

4 Seek and act on feedback

5 Review and update your services

6 Here’s what else to consider

Business Services

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