One of Televerde’s core values is Quality First – set the bar at excellence and raise it incrementally from there. The best way to raise the bar is by measuring the bar and where everyone is in relation to that bar; the quality check is the measurement. Quality must be first for everyone to meet the needs of continuously evolving clients in an increasingly fast-paced and changing world. Then, when you compound globalization to this evolution, Quality becomes a huge game-changer.
Quality reflects the cumulative characteristics of the environment that supports client delivery. It empowers those who support improvement to the client delivery process. Quality also indicates the cumulative characteristics of great service that speaks directly to the voice of the client.
“Most people would rather live with a problem they can’t solve than to accept a solution they can’t understand.” – Lloyd S. Nelson
Why Quality First
Quality has a direct impact on retaining clients and delivering an exceptional client experience. It helps improve client loyalty and retention. More to the point, it can be a valuable differentiator and selling point to prospective clients. Clients expect a consistent and reliable output, hence Quality First. Quality reduces costs by delivering the right output to the client, catching any mistakes before the client receives it. Service levels can improve and overall client satisfaction can increase.
When employees embrace Quality, it helps them improve. Because Quality is continuous, it empowers people within the organization to improve and enhance their skill sets. As a result, the standard of greatness becomes clear, which helps more people meet said standard and creates a shared purpose. Quality identifies specific areas that need improvement, which makes employee coaching more focused and valuable. This helps employees progress in their careers and develop professionally.
An often-overlooked output of Quality is that it helps employees become more engaged. Engaged employees’ have a high emotional and intellectual commitment to accomplish the work in alignment with the mission, vision, and values. Hence their level of Quality is high. Quality can identify trends that can help achieve higher levels of employee engagement, which in turn translates into high-performing work environments.
Finding the Bar
Finding the bar means doing the right things, at the right times, for the right reasons. As a result, Quality has firsthand knowledge of what the client is expecting. They have a deep understanding of the employee’s core competencies. Quality merges the voice of the client with internal role expectations and sets the bar from there.
Raising the Bar
Quality is about improving processes and performance by identifying trends, training opportunities, and creating dialogue to solve problems. Quality provides clarity on the standard and how to exceed it. This is empowering the employee to improve. Quality is also about improving systems and processes that improve output for the client and employees. But for Quality to raise the bar of excellence, employees must view it as a means for improvement rather than a burden to success.
Measuring the Bar
Quality is genuinely interested in people and results. Quality measures the standard set by the client and the role expectations to the output of those who are doing the work. There are clear criteria on what is expected and it is consistent. Quality continuously calibrates both as a team as well as with its internal customers to ensure that what is evaluated – and how it this is done – is in alignment with what the employees are trained, coached and expected to produce.
Exceeding the Bar
Leveraging the information from quality and using it to make improvements will enhance the employee and client experience. Quality helps the organization to improve processes and employees by analyzing and reporting opportunities for educating, training, and ultimately, supporting those who are putting forth the work. This enables the client delivery to be better than expected. Raising it incrementally from there.
“Be the change you wish to see in the world” – Gandhi
Quality must be the focal point of organizational culture. It must be the very fabric of the organization, not just a part of it. Quality is in everyone’s job description – embracing it will accelerate the rate at which everybody wins during the client delivery process. Win to the power of four.
Last updated on January 5th, 2019 at 07:16 am
