Quality Assurance: A Key Element in Enhancing Customer Satisfaction
- Understanding Quality Assurance (QA): QA is an essential asset for consistency, establishing norms and expectations to ensure only the highest quality outputs are delivered every time, building customer trust.
- Pinnaql’s Dual-Philosophy Approach: Pinnaql improves customer service QA through two parallel systems: continually developing internal experts and ensuring consistency via a robust Quality Management System (QMS).
- QMS Implementation & Certification: Pinnaql is committed to implementing a quality management system, achieving ISO 9001:2015 certification. This QMS embeds quality into every decision and interaction, enhancing the customer experience.
- Strategic Investment in Talent: Pinnaql made a considerable strategic investment in its consultant team’s professional development, providing comprehensive training (mandatory and elected) to ensure foundational knowledge and long-term growth.
- Unique Personnel Focus: For a small business, Pinnaql’s deep focus on personnel development and education for quality delivery is highlighted as a unique and powerful approach.
- Proactive & Profitable Outcome: Pinnaql’s proactive QA paradigm, combining QMS strength with empowered staff, is designed to enhance customer satisfaction and yield profitable returns for both the company and its customers.
Quality is one of the most important aspects of customer service and satisfaction in any business. In an age of metrics and key process indicators, quality is one of the easiest and most effective ways for monitoring the success of a business or service provider. With this in mind, the steps a business takes in relation to quality assurance can make a huge impact on a business.
In this blog, we will highlight how we use quality assurance within our organisation as the driver of our customer service and satisfaction.
Understanding of quality assurance
As business needs grow and demand for products and services expands, product and process consistency may look like it is a moving target if the appropriate systems are not in place. This is where quality assurance becomes an immediate and necessary asset.
Businesses that want to grow understand the need for consistency of expected results, and those companies strive for a system to deliver on these expectations. The main goal of quality assurance is to establish a set of norms and expectations by building products and processes that ensure only the best quality outputs are delivered every time. This consistency of deliverables ensures that your business is trusted to provide the same excellence with every customer interaction.
How do we improve quality assurance in our customer service space?
At Pinnaql, we focus on our employees and how they can be best suited to deliver quality in every interaction with the customers they serve. The goal of exceptional customer service and quality was proposed and targeted by Pinnaql’s leadership team.
Through collaboration, the team decided to build two parallel systems whose end goal is customer satisfaction. This approach was both challenging and rewarding, and utilized two general philosophies to improve customer satisfaction:
- Focusing on the continual development of our internal experts.
- Focusing on consistency through quality.
The goal was simple:
- Pinnaql was committed to implementing a quality management system that would continually improve and encourage an operating philosophy based on world-class quality and integrity in serving our customers.
- Pinnaql was going to provide a bevy of resources to grow and educate our team.
In Q2 of 2020, Pinnaql leadership was focused on building a quality management system in route to becoming ISO 9001:2015 certified by the end of that calendar year. The goal was challenging, yet extremely important for Pinnaql to further strengthen our position as a life science project partner, driving project outcomes on a granular level.
Our goal was driven by a motivated team that built a quality management system that allowed for internal continuance of exceptional quality of the services being provided. The outcome was a quality-focused, evolving environment designed to enhance the customer experience.
By building and certifying this QMS, Pinnaql stridently demonstrated a commitment to quality by developing a series of programs and procedures that ensure quality was built into each decision made between Pinnaql and its customers.
The second phase of Pinnaql’s commitment to growth in quality and customer satisfaction was a considerate and strategic investment in resources in the Pinnaql team of consultants. A great deal of effort was spent by company leaders and the internal customers (Pinnaql’s consultant team) to ensure all foundational education was available to perform day-to-day tasks while also targeting longer-term professional goals.
The goal was to build a comprehensive professional training and development program that included both mandatory foundational training elements and elected professional training opportunities and certifications. These trainings included internally developed tools along with professional training materials.
The outcome of this program was an individualized and team-owned program for the individual goal of professional growth. Some may contend that this type of approach to training may be common in our industry, but for a small business like Pinnaql, this focus on personnel development and education is unique and powerful.
In this age of metric-driven data analysis and key performance indicators, the strength of a business’s quality assurance paradigm is the ability to set the standard of expectations between the customer and provider.
Pinnaql has taken a proactive approach to push the needle in the direction of quality-focused customer service. Pinnaql has committed to customer service and satisfaction by strengthening its core focus on quality by utilizing a QMS and doubling down on the empowerment of its staff. As these programs mature, this approach is expected to yield a profitable return for both Pinnaql and everyone we serve.
Quality Assurance is far more than just a metric; it’s a strategic driver for unparalleled customer satisfaction and business success. As exemplified by Pinnaql, by meticulously building and certifying a comprehensive Quality Management System and consistently investing in the professional empowerment of its staff, organizations can not only ensure consistent, high-quality service delivery but also cultivate unwavering customer loyalty and secure sustainable growth.
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