A Quality Management System can help business’ increase customer satisfaction through effective service delivery.

Blurb: It is a good idea for business’ that are looking to increase customer satisfaction and improve their service delivery to look at implementing a certified Quality Management System (QMS). It will help them to streamline their processes, detect and eliminate inefficiencies, and deliver the best possible service to their customers. In a competitive marketplace, this can distinguish one organisation from another, and help ensure a business is able to continue to meet the demands of its customers. This blog looks at some ways a QMS has helped companies achieve their operational goals.

It can sometimes be challenging for businesses to find innovative ways to continue delivering the best customer service experience, while also keeping their prices competitive and accessible to a wide range of potential clients. This is because companies are often faced with the dilemma of whether to invest in improving their service delivery experience even if it means an increase in pricing, or to keep their prices down by delivering a more cost-effective customer service experience. However, businesses that have implemented a Quality Management System (QMS) and internal auditing across their organization often find themselves able to provide the highest quality customer service experience at a competitive price. This is because the advantages of a QMS, including streamlined operations, reduced downtime, and effective internal auditing, help the organization deliver high-quality service at competitive pricing, ultimately maximizing customer satisfaction.

Anitech’s specialised consultants have successfully helped clients from a range of different industries improve their service delivery, streamline their services, increase customer engagement, and strengthen their working relationship with their supply chain, through the implementation of the ISO 9001:2015 Quality Management System. This internationally recognised business standard has, since its creation in 1987, helped organisations strengthen their service delivery, ensure that all their work is conducted in accordance with the highest standards, and deliver the highest quality customer service experience.

What your business stands to gain from implementing a Quality Management System

Business’ in different industries, or of different sizes or types, stand to gain from certification to these standards in various ways. For example, Anitech’s consultants have discovered that business’ in the engineering industry are particularly receptive to the benefits incurred from certifying to these standards, as it helps them to continue to provide customers with the highest standards of quality and service. Through achieving certification to these standards, business’ in the engineering sector have been able to maintain customer confidence in their ability to produce high quality work at competitive prices. Particularly, business’ can maintain their prices from years ago without having to gradually increase every year, like their competitors may, and continue to annually increase their client base.  

Successfully certifying to the standards requires business’ to demonstrate that they have developed an effective, quality, system of operations that takes a number of important factors into consideration, including working to ensure that they are meeting the quality expectations of their clients, that they are meeting relevant legal requirements, and that they are streamlining their services, by auditing their entire operations and eliminating inefficiencies, while working towards these goals.

In particular, companies that certify to the ISO 9001 Standards are able to speed up their service delivery, develop a unified process for running their operations and serving customers, and improve staff morale through increasing their involvement in the decision-making process. Some additional benefits that business’ stand to gain through certifying to these standards, include:

• The overall efficiency of the business significantly improving, through the careful dedication and attention to detail that certification to these standards require. Successfully achieving certification requires business’ to prove they have audited their existing processes, worked at streamlining them, and eliminating inefficient processes. This demonstrates a commitment to work standards and high service delivery, which takes the form of heightened efficiency and increased customer satisfaction.
• The business works at upholding its strong reputation as an organisation committed to quality, and demonstrates that it is willing to have its quality procedures routinely audited by a third-party. This means that not only does the business have clear evidence of its commitment to high quality, but it can easily demonstrate the steps it has taken to ensure their processes are second-to-none.

The ISO 9001 Standards were most recently updated in 2015, to ensure that they reflect new concerns and challenges that companies may face. Some of the additional benefits included in the most recent revision are a strong awareness of the importance of efficiency in the business’ internal processes, and working to ensure that there is a degree of consistency across the companies entire operations, which also works at streamlining the operations and minimising expenditure.

Implementing a Quality Management System across your organisation, in accordance with the ISO 9001 Standards, acts as a seal of quality for the integrity of your organisation. There is now heightened awareness amongst members of the public about the benefits and reassurance that certification to these standards brings, and so, many potential customers want to be assured that the business they are thinking of frequenting is certified to these standards. By doing so, business’ stand the best chance of reassuring customers about the strength and validity of their processes, and that working with them will be a simple, hassle-free process.

Get the process started today

Things change so quickly in the business sector. New rules, regulations, industry standards, and so on, are often being released that organisations have a responsibility to stay on top of. By implementing a Quality Management System across your organisation, your business is demonstrating to clients and regulatory bodies that your company is committed to operating in the most efficient and effective capacity, and is taking verifiable steps to achieve this goal. The kind of confidence this quality assurance can generate has many potential benefits to business’, including bringing in new customers, having existing customers decide to continue working with you, and overhead costs being reduced.

If you would like to take the first steps towards implementing these standards, then please give Anitech’s specialist consultants a call today on 1300 802 163 for a short, free consultation about the quality managements goals your business has set. After discussing your goals with them, they will be able to explain to you the process of getting certified to a QMS, and how it can be done in the easiest, most straight-forward, manner possible. Is there any better sign of quality than that?

Please click here to read a customer success story, about a business that Anitech worked with to successfully implement a Quality Management System.