Quality Development
Quality development is best reached by following four points in particular:
The development of business processes makes it possible to provide the services that the customer expects. Key points include customer points of contact, the systems in place at these points, and the informations and organisation needed within the processes.
The development of organisation is a prerequisite for quality. Existing and, where applicable, new organisational departments must be linked with another so that businesses can offer a better service at a lower cost.
Personnel development is a central building block of quality development. Every aspect of the demanded profile, from selection, individual development steps, to evaluation, must be integrated with an overall concept.
Performance figure systems collate service quality data from several sources to provide a business level report. The development of such a system requires the selection of suitable sources, a method and frequency of measurement so that all data can be collated with a unifying scaling system allowing for meaningful comparisons, and the appropriate reporting tools.
top
print page