As a business owner, you likely have countless goals and measures of success. At the top of this list should be a firm commitment to quality. Many business owners think they are committed to quality, yet still, release products that disappoint or that result in complaints
So, how can you get this right and boost levels of quality in your business model? Well, there are a few options that could be worth exploring here.
It’s important to make sure that you are tracking issues with quality. If you are working in the manufacturing world, then this likely will involve statistical quality control but that’s just one element. Standards should be set and if there is too much deviation then plans in the business model should be changed. There are outside resources that can handle quality checks in your business model if you can’t find the time or resources to handle this yourself.
Tracking can also be completed in the form of a net promoter score. This score tracks how many customers would recommend a product to their friends or family members. If a customer scores 9 or higher, they will be marked down as a promoter.
Focus On Durability
To get quality levels right, you need to fully understand what customers want from your business. According to polls and even general reviews, a key goal for the average customer is finding a product that is built to last. They want to make sure that they won’t have to replace the item every couple of years or even every couple of months. To ensure that this is the case, you should be thinking about your manufacturing process. For instance, if you are selling tech items, specialty wire can be used to guarantee that wires won’t fray after a few months. Instead, they will remain durable for longer.
It was W. Edwards Deming who first stressed the importance of commitments when achieving a high level of quality. He believed that a high standard could only be achieved if it came from the top and was constantly being reinforced by various people in your business model. Indeed, according to this expert, quality standards must be seen as non-negotiable by everyone working in the company. If this is not the case, then quality will always slip.
Essentially, quality decisions can not be situational and must remain constant. If there is a goal for quality at the beginning of the month, then it should be there at the end of the month or quarter as well.
Fix The Problem
It’s important to understand that getting quality right isn’t just about the initial product. It doesn’t matter how many checks in place, you could still have issues that will make a customer unhappy. Your quality of service can be improved by changing how you address a problem a customer has. If you handle a mistake you made poorly then it could ultimately result in the loss of a customer. If you handle it well, then you could gain their loyalty because they feel as though you are taking care of their needs.
If a problem occurs, you must always work to understand what the customer wants from you and attempt to deliver it. This will usually be a refund or a replacement and you need to make this as pain-free as possible.
Stop Problems From Repeating
Finally, you do need to make sure that problems with quality aren’t being repeated in your business model. A key part of this will again be making sure things remain consistent. You should also be working to document every aspect of your business processes. In doing so, you will find it more easy to pinpoint a problem in your business model without any delays. You can also rule out areas of your business and focus on the key sector where the issue did occur. You do need to adopt a disciplined approach when you are dealing with an issue here. In doing so, you can ensure that your business is constantly improving.
We hope this helps you understand some of the key steps that you can take to guarantee that you deliver on the promise of quality in your business model. If you don’t do this, then you’re always going to struggle to build up a solid reputation. You could also find that you bleed customers and miss out on the crucial repeat sale. Remember, the right number of repeat sales will ensure that your company does have longevity on the market.
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