What can Quality really mean?
Note: This is an electronically generated translation. It may not be 100% perfect.Read more.
Quality is a particular concept.
No one is against it, yet everyone seems to understand what else under again. A selection from the definitions: ‘ appointment is appointment ‘, ‘ promise what you do and do what you promise ‘, ‘ Plan-Do-Check-Act ‘, or ‘ a good feature ‘ (Van Dale). Many think quality procedures, models and systems immediately. All true and useful but it still says little about what quality now can really mean. Below you will find an approach to quality that is simultaneously very concrete and generally applicable. You can get started today!
Craftsmanship, relationship and organization
In delivering quality products and services has always to do with the following aspects:
- Craftsmanship: that where an organization or person wants to be good at, the main reason why a customer contact. When you are sick you go to a doctor. When your roof is leaking, you approach a roofer. You expect these professionals understand their profession, that they know what they are doing and therefore can help you further.
- Relationship:the way you Word to stand and is accessed. One listens to seriously to your problem? You will be treated respectfully? Contact you are looking for, even if the appointment cannot be fulfilled? A good relationship as a customer you get the feeling that the problem lies with you not only more.
- Organization: the way in which the company or the institution delivering a product or service has organized. That has to do with communication. But also with issues such as flexibility, create appointments, and confirm. Or the way a ‘ job ‘ is coordinated. A good organization you will experience very quickly that there is a certain routine is arrested.
Successful organisations seeking a balance between craftsmanship, relationship and organization. Also when only one aspect that often get insufficient attention, overshadowing the other aspects and, the customer is dissatisfied with the total.
The handyman works nicely according to appointment, the command is confirmed in writing in advance, after several months shows the work to be good, he comes back several times for repair, but the problem is not resolved. Craftsmanship is mastery, that is exactly what the customer expects, if not there is quickly met the customer loses his confidence.
The specialist at the hospital enjoys international fame in his box, he comes after his appointments, but you feel more accurately treated as an “interesting case” than as a man with a name and a disease. The customer wants to know where he is. He expects information and feedback from the supplier, when absence is the relationship that this customer is disrupted and on the way to the competition.
Your garage owner is a technician first class, you are kindly received, he listens carefully to your wishes, but time and time again is not your car ready on time because of emergency repairs between other customers come through. The customer expects of the organization that the minimum commitments, failure to meet appointments is the organisation labelled as suspect.
Ultimately it’s professionalism that counts and are relation and organizational aspects only the tools to let professionalism come to his right.
But when those last two are below par, they work as “dissatisfiers”-even though it’s craftsmanship still as excellent.