The definition of quality assurance and standards is one of the most important stages in the establishment of quality assurance systems:

They must reflect what the company or activity wish to provide and be consistent with its position in the market as well as the client’s expectations.

They must be adopted by the teams in the field who should ideally be involved from the definition to the implementation stage (respect and application of standards).

To obtain a precise definition of quality standards

What are the elements of the service you provide? What must be obtained for success in each element?

What is the typical “voyage” a client experiences with the company, from the first to the last contact? How can each step along this path be optimised?

The quality standards that are defined will include physical environment (maintenance, equipment functioning, cleanliness, etc…) as well as the performance of all personnel in contact (behaviour, knowledge, selling skills,…).

The undeniable advantages:

A full analysis of the service not just from the client’s point of view but also from that of the professional

A methodical study of all services provided and the different situation scenarios with the client: Every element is taken into consideration

Establishing quality standards enables the appropriate measurement tool to be created at the appropriate time: quality checklist, detailed memoranda, etc.

Worth knowing:

MKG Qualiting customises its approach to the specific needs and pace of each company: determining quality standards can be done “rapidly” due to the expertise MKG Qualiting has acquired within different service sectors, or through a complete study undertaken by in-house analytical work teams.