Quality Plan: A dynamic Customer-Centric Approach
Sofia B Ponte
Leading Leaders | MBA | Energizing Leaders & Teams for Sustainable Growth
As businesses strive to deliver exceptional customer experiences, having a Quality Plan is increasingly important.
A Quality Plan shall be a living document that outlines the criteria and processes required to ensure that all products and services meet the highest standards of quality.
However, a Quality Plan is more than just a document; it should be a dynamic approach that is involved in all steps of the customer journey, from pre-sales to post-delivery. This means that the Quality Plan should guide the service definition, as well as the moments of interaction with customers and the delivery and/or product team.
To achieve this, the Quality Plan should be aligned with customer-centric metrics that measure customer satisfaction and success. It should also include excellence criteria for all stages of the customer journey, ensuring that every touchpoint meets or exceeds customer expectations.
At its core, the Quality Plan should be designed to meet customer success. This means that it should be a priority from the outset, to inform the service definition, and guide the delivery or product team to ensure that every aspect of the customer journey is focused on meeting the customer's needs.
By aligning it with customer-centric metrics and ensuring that it meets customer success, businesses can build trust, loyalty, and a reputation for excellence.