It’s also done in phone support , although here the experience is a bit trickier. It requires the service rep to ask whether you’re satisfied with their service performance, or you’re asked to stay on the line to complete an automatic survey. The former distorts the results as one tends to be polite/agreeable; the latter is simply annoying.
As a general rule: The easier you make it for your customers to leave instant feedback, the better your results will be. Difficulty skews your results to only include your most happy and annoyed customers. Effortlessness, like the one-click rating after a chat support session, ensures that you also include the majority in between.
People from individualistic cultures, for example, tend to choose the extreme sides of the scale much more often than those from collectivistic cultures. In line with stereotypes, Americans are more likely to rate a service as “amazing” or “terrible,” while the Japanese will hardly ever go beyond “fine” or “not so good.” Its important to be aware of when you have an international audience.
- Decide what factor to measure. …
- Determine the method of measurement. …
- Establish quality assurance procedures. …
- Create and standardize policies for future quality measurement activities. …
- Revisit quality standards periodically.
Introduction to Quality Measurement
How to measure quality
Consider this list of steps you can use to measure quality:
1. Decide what factor to measure
Identify a specific feature of a company, department or product and establish a method with which to measure or track it. For example, you may choose to measure the quality of a finished product or customer service department responses. A quality metric for these components might include the number of positive or negative customer reviews, or the number of product returns against the number of products sold. Consider measuring these components individually, then measuring the final results against any other components measured within the company. This may help a company estimate its overall health and quality of services.
Before determining what to measure for quality, it may be beneficial to first decide on a company-wide definition of quality. This may help ensure that all departments within the company have a set standard to measure against and can work towards it while performing their duties. Company-wide targets or objectives may help maintain established quality standards in the future.
2. Determine the method of measurement
Once a you agree on a definition of quality, you can determine the metrics by which to measure and establish a method for measurement. Different departments often use different methods to measure quality. For example, a software development team might measure quality by assessing the number of bugs in a program while a manufacturing facility might measure quality by evaluating processing and delivery speeds.
Heres are some metrics to consider using to assess team efficiency and the quality of company products or processes:
Reliability refers to the stability of a product or process, and the ability of those elements to perform without errors. You can measure reliability by:
Efficiency and performance refer to the speed and accuracy of employee, process and product operations. Some methods for measuring efficiency include:
Safety refers to employees and consumers abilities to use products or services without harm. Security involves safe access to company computer systems, networks and devices without the risk of cyber attacks. It also involves the protection of private or sensitive customer information within the company.Methods for measuring safety and security include:
Usability refers to the quality of a persons experience while using a product. You can measure usability through:
3. Establish quality assurance procedures
Some companies may have quality assurance departments that can help evaluate quality measurements and implement solutions in areas a company might improve. Smaller companies may not have this type of department, but there are a few procedures you can follow to evaluate and improve quality. These include:
It may also be beneficial to measure the quality of the proposed solutions at a later time to determine if they meet user and company standards. This ensures that the quality assurance team fulfills its duties. You might do this by running user tests on products, temporarily implementing small changes to department policies or meeting with specific company supervisors and teams.
4. Create and standardize policies for future quality measurement activities
It may save time and resources if companies establish standard procedures for measuring quality in the future. Companies can also standardize these procedures so they can apply to all areas of the company. This may include:
5. Revisit quality standards periodically
It may be beneficial to periodically revisit established quality standards, as some processes, departments or products may change over time. Revisiting and possibly revising these quality standards may ensure that the company continues to operate efficiently and produces valuable goods or services. Changes in the market can also be cause for revision. If you implement any changes to quality assessment procedures, be sure to notify the rest of the company so everyone stays informed.
Why is it important to measure quality?
Its important for companies to measure the quality of their products, services and processes, as it can demonstrate where the company performs well and where the company might benefit from improvement. Companies might also examine the quality of elements such as safety, performance or efficiency. Quality metrics can also sometimes be indicative of the overall health of the company or of customer satisfaction.
The concept of quality can cover many different concrete and abstract aspects, such as total sales or stability. Its important to carefully consider and create metrics for these aspects so companies can determine how and if they want to implement new quality measurement practices. Improving products or processes may increase profits, customer satisfaction, efficiency and company morale, among many other things.
Tips for measuring quality
Here are some tips to help you measure quality:
What are the three measures of quality?
How do you measure quality of a product?
- Execution. How good is this product? …
- Features. Features are the minor but surprising criterion. …
- Reliability. How long will the product retain its quality and functions? …
- Compliance with standards. …
- Durability. …
- Service. …
- Aesthetics. …
- Perceived quality.
How do you measure quality at work?
- Quality of Work. Quality trumps quantity—especially when you consider employee productivity. …
- Employee Efficiency. An efficient employee is able to maximize their productivity with minimum effort and expense. …
- Training Programs. …
- Individual Goals.
What are the measures of good quality?