Specifically, the standard requires us to document the actions taken to to enhance customer satisfaction, such as improvements to products and/or services. This means that continual improvement must be a management mindset, centered around creating procedures and processes that grow into day-to-day practices that are carried to completion time and time again.
This process is dependent on effectively collecting customer and employee feedback and applying those evaluations to products and services. One of the best ways to do this is to utilize software-based management tools that track point of contact communications with customers and vendors and encourage and facilitate strong record keeping practices that centralize customer feedback. Good response feedback should include open ended questions such as “Was the response successful?” or “What process should be improved?” Such data can be an invaluable asset when deciding what improvements can be made to any service or product. Beyond meeting the requirements, approaching the process in this way generates customer satisfaction and promotes long-term relationships. For more information on how Accupoint Software can help your business promote continual improvement efforts, please contact us today. |
