Qualty Assurance in Service Industry

Simply put, quality assurance means assuring of the good quality one expects when he or she buys a product or service. Many companies have various names for saying that their products or services are up to the mark and you can rely on the genuineness of it. To establish this they stick on various badges and stickers and quality certificates on their products or at the entrances of their offices and stores. Many trade associations and independent standardization authorities have also fixed certain levels that the products must attain to get their certificates.

But the common person, you for example, find these certificates amusing. You do not know who certifies whom. You finally decide on the quality of the product by using it and this is what many companies, especially the ones involved in service industry look for. To them quality means client satisfaction and satisfied customer means good business. Though they get the certificates for the cosmetic attraction they know well that this is not the end in having good business. So they want to have their own quality assurance that they aim at themselves. It is like self control. The companies engage specialists to assess the quality of the service they are providing and the level of customer satisfaction. After all the service industry is dependant on customer satisfaction and staying ahead in the competition means giving the customer more than they expect.

To ensure quality assurance the companies have a unique service available to them. It is the service provided by the shadow shopping companies. These companies act as quality control laboratories of the companies. They device experiments, carries them out and draws the inference. And finally, they provide the solution for improvement. Unlike passing the products through a number of reagents and tests they take the test to the components of business, the staff. The employees who directly interact with the customers are actually the packaging of the service industries. The better they are the more will the customers get attracted towards the facility. The food in a restaurant, however good, will never attract the people if the staff behavior is bad.

A company with reputation for good customer handling needs no certification to flourish. But they are at risk too. They may not be the ultimate in client satisfaction. With time they might get over-confident and lose the edge they had. Or another company might get better. So they need to keep a tab on the goings on in the company to give quality assurance to its satisfied lot of customers. They employ these special shopping agencies who in turn appoint special kinds of shoppers to do the shopping or test the staff behavior at the various establishments. They are shoppers with a certain goal. It can be said that these shoppers are on fault finding missions. They maintain anonymity and go about shopping like any other person. They buy the products or the service available but actually they keep a vigilant eye on the goings on in the establishment.

After the visit they report the observations to the parent agencies who in turn evaluate the report to come to a conclusion about the state of affairs in the establishment. If they find something wrong they device plans to counter it and also advice the company that engaged them accordingly. If all is good then the lookout is for scopes of improvement. Whatever may be the result, it is extending the quality assurance to the customer which is the goal.

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Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.

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