Maintaining the focus on customer satisfaction, optimizing processes, money and resources is the way to go for companies that prioritize quality management in times of crisis.
All of the sudden we are all in home office. And this did not happen to just one or two companies. The sudden advancement of the pandemic COVID-19 (or coronavirus) all over the world made companies from different segments rethink their work format.
But the shock with the new reality has also been holding back the thinking of managers and senior management regarding the progress of projects involving quality management.
The work carried out with a reduced team that manages only the basic activities, and the low inflow of financial resources has resulted in the insecurity of making a new investment in times of economic instability.
Now what is also at stake are the strategies to ensure the solidity of your business, anticipate trends, consumer behavior and minimize the possible impacts that could result in a crisis.
This means that projects aimed at a quality management system are still seen as a secondary expense in comparison to so many other issues yet to be solved. After all, the ideal is to see how the market will behave in the upcoming days to check if the investment with quality is feasible, right?
See why quality management can be a great ally and not just an additional cost for the company.
Quality management is essencial in the decision-making process of companies. And for those companies that have not yet structured their processes, it is a good opportunity to start and maintain more integrated activities. Once you are able to adjust these standards, you will also find better profitability while saving resources in case of a possible crisis scenario.
Another tip: Use technology to help you optimize processes, automate tasks and delegate responsibilities. Concentrating all actions in a single online environment, for example, also facilitates the execution and having greater control of the entire team’s tasks, contributing to better time management and employee engagement to achieve results.
Thus, you are more likely to overcome challenges when using a system that gives you flexibility to develop actions and monitor results at any time.
According to the report on the global customer service scenario carried out by Microsoft, 95% of respondents point out that customer service is one of the most important items for choosing and loyalty to a brand. And 61% of cases do not hesitate to switch brands due to poor service.
The numbers prove something that as consumers we experience on a daily basis. The customer will not hesitate to leave your company if you do not offer a quality product or service.
With a Quality Management System aligned and with all the systematized business processes and methodologies, you can (and should!) monitor customers’ perceptions of their fulfilled expectations.
Having mapped indicators and processes, as well as maintaining customer-focused decisions results in an optimized service with fewer failures. Thus, it is possible to guarantee a better user experience, improving the relationship between company and customer.
Knowing how to deal with non-conformities can set your company apart if you seek to minimize costs and prevent problems. In this sense, the organization must be proactive and not reactive, that is, why leave a headache for tomorrow if you can avoid it today?
With a well-structured quality management system, the company can automate processes, and build action plans for solving problems. That is, you may have structured all the planning, execution and evaluation processes. This will also reduce the incidence of non-conformities, root causes will be treated and eliminated, quality processes will remain effective allowing then continuous improvement, and corrective and preventive actions will be treated as well.
Whether working remotely or not, companies cannot stop.
This new moment that we are living at a global level requires companies to urgently assess their internal processes and look for ways to overcome them in unexpected events. In a highly competitive market, there is no more space for companies that still have undone actions that generate re-work or that cannot rely on cloud systems for the continuity of actions.
This also includes financial losses due to poor file management, lack of risk planning and readjustments to the way of working. Nothing should be in the background as there is the risk of the organization also being in the background in the eyes of the customer.
Due to the market that it is increasingly competitive, going forward with the implementation of a quality management system – QMS is far from being an expense. It could be the highlight of the quality of your company’s products and show how much you care to offer the best to your customers.
To implement a quality management system is to transform an organizational culture that will provide a new vision about the business and how the brand relates to the market. It is time for managers to engage all employees to transform the company’s processes and make quality systems highly effective so that they can deliver the best to the customer.