All about quality management
Want to know everything about quality management? You are in the right place. Here you will find everything about what quality management means and how you can measure and improve it.
External and internal quality
External quality
The external quality is determined by the customer. Because customers have different expectations, external quality is subjective. Managing customer expectations and brand experience is becoming increasingly important in quality management.
Internal quality
Internal quality concerns all steps that add value to the end result, but are invisible to the customer. It can be expressed as the ratio between the actual number of errors made and the identified probability of errors.
Quality management trends and developments
Quality management is becoming increasingly important and complex. Striking trends and developments are:
- quality management is becoming more important and complex
- customers are becoming more demanding
- data collection is more advanced
Automatically collect and analyze data
The world of quality management is becoming increasingly important and complex. Many organizations try to keep up with this manually. If you want to keep a grip on quality, it is better to automate the collection and analysis of data.
Customer-oriented approach is essential
Today’s customers are demanding, knowledgeable and know what they want. Regardless of the product or service, everything has to be right. Delivery, service, accessibility… If organizations cannot deliver in accordance with customer demand, customers will happily go to the competitor. Experiences and opinions are disseminated via social media. Negative unfortunately even sooner than positive. A customer-centric approach is essential to resist these threats and turn them into opportunities.
Predict what customers want
A current trend is to make customer satisfaction predictions based on previously collected data. A year or two ago it was still special if you could contact a company’s customer service via social media or chat. Today this is standard. In fact, if you don’t get an answer within an hour, customers will get impatient. With predictive knowledge, store owners already know what customers want the moment they walk in. Purely based on previous experiences!