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Customer Care Analysis
Quality assurance means developing operational controls that will ensure that the results match the desired outcomes. Quality Assurance in customer service refers to the process of monitoring and grading representative interactions that will ensure a customer experience that is quality. Customer service operations are designed to keep customers satisfied while at the same time protecting the organization. The main goal of customer service is to help customers solve problems.
Therefore for this function to be carried out effectively, customer service has to be accessible, knowledgeable and reliable and deliver results. To ensure that customer service achieves it set goal quality assurance should be carried out as they apply to how the customers will be served best. Therefore quality assurance identifies the requirements and measures how well customer service is performing with respect to each other. In a nutshell quality assurance in customer...
This paper will look at the various regulations and requirements for internal and external quality assurance in customer service. Internal quality assurance is the driving factor in qualifications in the national framework and also within quality and management systems of organizations that are approved. The role, in terms of managing the assessment so that the customer service meets the set standards, is central in maintaining the confidence of the customers whenever services are provided. External quality assurance on the other hand enhance value as they ensure internal quality assurance are able to evaluate conformance with the standards that have been set by bodies such as NVQ.
NVQ code of practice sets out responsibilities for the NVQ awarding bodies…
NVQ code of practice sets out responsibilities for the NVQ awarding bodies and their approved centers for the administration, assessment and verification. The NVQ code of practice therefore supplements, where applicable the requirements of statutory regulations of external qualifications in UK. This it achieves by specifying the additional quality assurance and control requirements that apply and reflect the distinctive character of NVQ. Therefore when external quality assurance is done it has to be in line with the qualifications accredited against these standards in customer service as meeting the assessor and verifier qualification requirements that are set out in the NVQ code of practice.
There are various functions of the external quality assurance for an institution and that if the quality assurance is appropriately applied, it will benefit the institution in a great manner. One of the significant function is the use of the plan to measure quality of education within the organization and as compared to the external institutions. It can also be used to control quality to the desired standards. The plan can as well be utilized in elimination of the bad programs or even departments within the institution. This is also a well structured way of ensuring accountability within the institution. With the proper implementation of the external quality assurance, there is also the assurance of having improvements in general for the institution and the administration (International Institute for Educational Planning (UNESCO), 2011).
The procedures are documented and there is utmost security when sending and receiving details of the results. There is also staff, resources and equipment that in support of assessment of the organization. There are also arrangements in place to obtain a unique learner number and record if and when they are required to do so hence documents are in place to ensure the
For example, personnel integrity, confidence, organizational culture, motivation, team spirit and the overall quality of business and employee relationships. According to this approach, if any one of these four aforementioned aspects are lacking or deficient in any way, even if minor, the quality of the service is placed at risk. Hiring Contractors and Consultants Since quality assurance has become such an important factor in operating a successful business venture, and because implementing
Quality Management Relating Risk management policies and practices to quality management Quality Management for X Medical Facility Quality management in the health care aims at ensuring that patients, who seek their services, obtain an exceptional provision of health care. According to Reichert (2011), every health care giver aims at providing quality services to their clients compelling them to employ quality management. Health care organizations perform this task to exhibit their dedication to providing
This creates a strong customer base that can help the company through financially difficult periods and gives the company a leeway in terms of price control and product development. A company that can keep customers also tends to have a higher market share than its competitors. Customer care usually works its way back around and acts as advertising through the company, generally by word of mouth from satisfied customers.
Jones (2000) explains that "Competitive advantage can be gained through customer service management (CSM) when implemented as a comprehensive approach to centering the organization on the customer. To be successful in the CSM strategy, each area of an organization must see that, directly or indirectly, achieving its objectives contributes to the customer's overall experience with the organization (Jones (2000)." The capacity for business growth as goals are met- if customer
Quality Management and Effective Cost Reduction Achieved at Bosch GmbH, Germany by Implementation of Its Systems with Special Emphasis on Total Quality Management Company Profile "Prevention" -- Quality Management Product Design Process Design And It Enabled Solutions IT Involvement Material, Manpower, Knowledge and Its Quality Cost Of Quality Operations Objectives -- Application Of Quality Management Principle For Better Productivity And Profits Gap models qm - Quality Management Tqm - Total Quality Management ISO - International Standards Organization CAM - Computer Aided
The results of the data analysis are presented below in both tabular, graphic and narrative analyses formats. Validity Validity refers to the establishment of evidence that the measurement is actually measuring the intended construct. Measures can be reliable without being valid, but cannot be valid without being reliable. To develop a model by which validity issues could be assessed we used the validation model developed by Chandler and Lyon (2001) in