Quality Management (QM) is the process an organization uses to measure the effectiveness, efficiency, and consistency of the service provided to customers. In a QM process, supervisors and evaluators listen to interactions and evaluate the quality of those interactions using an evaluation form.
When you build your QM strategies, the goal is to build a quality program that drives business success.
Here are some key guidelines for defining your QM process for your organization:
- Establish a strategic vision: gain executive sponsorship and leverage their strategic vision to ensure that quality metrics provide insights into key initiatives.
- Assess current program: develop a deep understanding of how the current quality program works. How agents, supervisors, and managers feel about the quality.
- Establish new quality guidelines: assemble a Quality Council who represents peer ideas, provide positive feedback, and clearly communicate the quality message for new changes.
- Design a new form. Use a clean slate approach to a quality form design, ensuring that the possible components pass the assessment test:
- Support the strategic vision.
- Provide actionable and objective metrics and coaching points.
- Drive positive business and customer satisfaction change.
- Communicate change utilizing multiple channels.
- Motivate and engage employees in constant improvement via coaching.