» Quality Assurance

Whenever a person pays for a service or product he first asks for quality. It is the most important thing that the customers demand when they look for any product and the company which satisfies this demand is the one that rules. So the people who are in business always try to make sure that the quality does not fall. A fall in quality is fall in business turnover and no one wants this to happen with his business. So they look for somebody who can ensure that the highest possible quality is maintained by his business and their prayer is answered by the agencies providing quality assurance service .

Quality can be assured by the manufacturing industry because they have many physical and chemical tests available for checking the quality of a product. Most of the manufacturing companies have their in-house quality assurance service in the form of quality control departments who ensure that the highest possible grade is maintained. But when it comes to the service industry whose machines are the human beings with variety of emotions, feelings and intentions there are no such reagents and meters that can judge the quality. They are such assets whose mood changes can determine the quality of service and this can determine the customer reaction.

In case of the service industry the quality assurance service is provided by the various surveys and inspections that are carried out from time to time. The in-house inspection does not always reveal the true picture about the ground situation as the employees, in fear of losing their job, try to be at the best of their abilities. A sudden inspection also has the same results as the employee, once being aware of the process, takes guard. The normal market survey is like beating around the bush and may not actually reveal what is being searched as at the first opportunity the customers will give a list of demands which is not always practicable to implement.

The quality assurance service that can fulfill the need of these services is known by various names like shadow shopping, special shopping, anonymous shopping, paid shopping, etc and this is catching on like wild fire. The effectiveness of this kind of market survey has been accepted by the service industry and they are relying quite heavily on this form. The effectiveness has been so startling that even the manufacturing and storage industry is applying the method to judge the demand in the market for their products. The spurt in the number of agencies that are providing the service itself has vindicated the effectiveness of this method. At this same time this has become a good source of additional income for many people who otherwise would have to sit idle like the homemakers, students, retired persons, etc.

The method is simple. The quality assurance service provider resorts to a practice where persons are sent shopping to stores or establishments. They are just like an ordinary shopper but are specially instructed to observe the various aspects of the establishment without revealing his identity or purpose. They are to notice the things that do not seem right and also the things that can be improved. If they find something or somebody is performing exceptionally well, they are also required to notice that too. At the end of the visit they are to report their observation to the special shopping agency who appointed them. After analysis of the data the appointing company is notified of the findings and they can act accordingly.

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Any kind of survey is paid and there is nothing new in the phrase paid survey . But you should not go by the literal meaning of the words. This is actually a survey where you are paid for the comments you make. It is not the stuff that you do when you fill in a questionnaire handed over by the retail store attendant or wine storage property manager with a smiling face and you are asked to spare a few minutes in noting your observations and dropping the paper in a box. It is getting paid for making observations without the knowledge of the shop attendant who usually hands you over the questionnaire. If it sounds mysterious then it is and you are that person who will be the center of such a mystery. Actually you are the person appointed by the company to do some shopping at the store as a part of the paid survey without revealing who engaged you.

There are many methods of survey and the statisticians spend years designing the perfect sample size and the criteria and till today no one has come up with the perfect design. All the survey methods can be called at best near perfect with the variations varying with various degrees. These are the scientific methods and generally involve much calculation and interpolation to find out the various aspects and their future. They are no doubt important for the industry as a whole and also for the very large companies dealing with various matters that involve large investments and policies. These surveys are costly too. But a survey is also needed by the companies that deal with the common man of ordinary stature. Such surveys are for the very existence of them. Once never thought of, these surveys have become an essential tool for gauging the level of client satisfaction and these are called the paid survey .

You can participate in such paid survey by registering with the companies who conduct such surveys. In fact you will be paid a certain amount as a fee for your service. Moreover if such survey means visiting a restaurant or a hotel to judge their quality of service, you will also be paid the amount that you spent to draw your report. However, do not think that you can spend as much as you like and the company will reimburse that. You will have to do your survey within a framework suggested by the company and the amount that you can spend for that will be more than sufficient. Actually, such survey is done to verify specific matters than for a comprehensive overview of the company. But it is often said that the surveyors feel more than happy to do such a job.

Paid survey costs almost nothing when compared to the comprehensive surveys that are conducted by the government, the industry associations and the large companies and can be easily done by any small and medium company. They even do not have to think of who to appoint and what to survey. There are companies who undertake everything from designing the survey to employing the special surveyor and also interpreting the data collected to suggest where the company is faltering. They even suggest ways as how to improve the performance of the business and even undertake means to improve it by supplying suggestions and in some cases by providing staff training if the need arises.

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Disguised shopping is extremely popular in the health care sector. Hospitals and health care units are some of the places where consumer satisfaction is of prime importance. Several people visit these places all through the day either for themselves or for their relatives and friends. In such cases mystery shopping has become extremely essential, and there are many organizations that have specialized in provided trained professionals especially in this sector. These disguised shoppers have to do many kinds of observations in these places and some reports are also prepared keeping in mind long term marketing effectiveness of these organizations.

If certain barriers and hindrances are identified in these areas of health care and medicine then it becomes easier for the owners to succeed in this sector. With the help of mystery shopping it becomes possible for several clinics, nursing homes and other health care units to improve their client service, thereby increasing their business and helping in consumer satisfaction. If patients and relatives are happy with the behavior, facilities and services of the staff of these medical units, then they usually recommend the services to their relatives and friends. This is one of the main reasons why disguised shopping forms an important part of the health care industry.

There are several ways in which mystery shopping can help the health care units. Some of these have been enumerated below.

1. Such kind of disguised shopping help to improve the services that are rendered to patients. The behavior of the staff is also monitored under all circumstances helping to improve their performance.

2. Helps in determining these facilities and their areas of improvement. This also indirectly helps them to identify why these places are losing business.

3. Such kind of services help in identifying different problems that are associated with marketing, sales and other problems that are related to service rendered.

4. Shoppers usually advice the management on the skills and efficiency of the staff. It also helps them to understand if the staff of these medical units is adequately trained and whether they required any specialized training. Many times special training and also diversity training is planned for the staff of the unit so that better service can be rendered to the customers.

If regular kind of mystery shopping is arranged for the medical and healthcare centers, then improvement measures can also be undertaken. Due to the fear of constant monitoring, there is an urge to improve and provide better satisfaction in order to survive the competition of the area. Different problems are tried to solved, which includes better and fast processing of applications that are made by patients in the healthcare units.

There are many companies that specialize in mystery shopping in healthcare facilities. Individuals visits clinics and nursing homes in the disguise of patients and enquire about different facilities. While doing so the shopper is able to make a judgment of the behavior of the staff and make a report of all his observations. Disguised shoppers usually do not note down the observations at that place, but try to make a mental note of all his observations of his experience. With the introduction of these services there has been a marked improvement in the services provided by many clinics and nursing homes. This has now become an important part of the healthcare industry.

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Quality assurance service is indispensable for any organization of the present times. The standard of products and consumer satisfaction is a vital factor in determining the growth of any business. Many industries are taking the help of agencies that specialize in assessing the standard of their performance. The restaurant industry, health care industry, retail outlets,  consumer goods manufacturing units, higher education institutions, transportation businesses, banks and financial institutions are the different businesses that are hiring agencies to evaluate their performances, especially on the front office side. There are many ways in which the standard of performance can be evaluated.

At least one quality assurance service is used by every industry to evaluate its strong points and weak points. Evaluation of the overall standard of a business house involves a lot of factors. The first and most commonly evaluated factor is the consumer satisfaction measures that are currently being implemented by the organization. The next is the sales tactics used by the staff members and their knowledge of the products that are being sold by the firm and its competitors. The staff members are also evaluated on how best they represent their firm or brand. The marketing strategies used by a firm to promote its products are also evaluated. The safety and security measures adopted by the firm are important points of consideration.

The quality assurance service may include evaluation of the strategies employed by an organization in tackling competition. It also involves evaluation of the accuracy of the transactional procedures that are being implemented by the organizations. The validity of the prices being set for the products is also assessed.

The evaluation programs can be conducted in different ways. The onsite methodologies are being used for assessing the degree of consumer satisfaction, product transactions, implementation of safety and security policies and compliance with industry regulations. Evaluation services can also be used to evaluate the standard of websites of organizations. The user friendliness, the features that are made available for efficient transactions, genuine sales and the time taken to respond to online consumer queries are points that are evaluated to judge the overall standard of a website.

The quality assurance service might also include conducting evaluation programs via the telephone. This is used to assess the performance of professionals who interact with clients over the telephone. It usually involves evaluating the performance of call centre and telemarketing executives. The programs can be arranged on a regular basis or once in a while. The evaluation modules can be customized to the requirements of the organization that is hiring them. These services not only evaluate but provide solutions for improving business if required.

They design a lot of packages that can be used by organizations to improve their performances. For example, the quality assurance service can design customized modules that can be used to improve market research and consultation techniques by any organization. The module includes the latest and the most effective employee training methodologies and the correct procedures to be followed for achieving marketing success. They also advise on the materials that the organization should use during its marketing campaigns. They educate the organization on the key areas on which they need to work hard for achieving success. They make reliable reports and deductions based on fresh observations and also based on the previous evaluations.

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Many quality assurance analyzing firms evaluate the grade of consumer satisfaction provided by business houses. Those that provide a superior grade of consumer satisfaction are obviously ranked high in their reports. They check to see if the measures followed for offering consumer satisfaction are to the prescribed standards and if they deviate, the degree to which they deviate. Apart from consumer satisfaction they also evaluate other aspects of front office performance of an organization, like its maintenance of the office premises and related services etc.

The quality assurance evaluations can be conducted by the internal staff of a business house also, whereby periodic audits can be conducted to evaluate the standard of the front office performance and practices. These auditors form a report that they submit to the relevant senior authorities of the management who work on the reports to improve the front office performance.

External auditors are being increasingly hired by the hotel industry and other sectors of the hospitality industry, like the airlines, where guest satisfaction is of prime importance. These business houses have to maintain a high degree of guest satisfaction because their business is thoroughly dependent on the happiness of their guests. The quality assurance evaluations are of great importance to each and every business today, regardless of whether it belongs to the hospitality industry or any other industry. They are being increasingly used to evaluate the performance of retail outlet staff, healthcare professionals, entertainment staff and a host of other crew from different industries.

Many of the auditing assessments are done to recognize the flaws in the existing system, to identify inefficient workers and also to judge the maintenance measures that are being taken by the front office staff. A lot of front office staff complain that this is a method of finding faults with their work, but this is not actually so. The quality assurance evaluations are done with the benign intentions of identifying the lacunae in front of office performance and introduce new and improved methods of functioning that are beneficial to both the consumer as well as the front office staff. 

These days a lot of businesses produce products that are equally good. They come with comparable features and one product is not much different from another in terms of the benefits that it offers or its price. In such a case the level of consumer satisfaction offered is the only variable. These days every firm is trying its best to please its consumers and it is hiring quality checking professionals to assess the level of consumer satisfaction they are offering at present, helping them in identifying their lacunae, fighting competition and assisting them in establishing themselves as market leaders. The auditors and the auditing system take a detailed look into each and every aspect of consumer operations and evaluate them. They monitor the activities and catch the deviations. They also observe the activities that are to the desired standards and those that are not. The system detects errors and controls them. It provides remedies to many of the problems that are associated with consumer satisfaction operations and advises the supervisors of the firm on any training or any other measures to be taken to educate the staff on client satisfaction measures. Customized quality assurance operations can also be availed of by firms.

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The quality assurance service could be the other side of confidential shopping. A successful shopping endeavor will result to assure the quality of service of your business practice. Quality is the base of any business. So, for being successful in any business, you should not compromise over the quality factor. If you deal with quality product or quality service, then customer will automatically gather to your business outlets. Price might be a deciding factor for your business revenue, but quality also plays a major role. Customer will not go for your product or service, if it does not maintain standard quality, no matter how cheap the price is. So, you have to maintain the standard of quality overall, to gain a substantial amount of profit from your business.

All businesses must go through this quality assurance service to evaluate their current standard. There are many market research companies who have the expertise on this service. They use different types of methods to analyze your product or service. One of the methods is obviously through confidential shopping. Trained shoppers visit to your business sites or use recorded calls to customer help line, to provide concise and to the point observations for measuring the quality of the service provided to your customers. Once you know the weak points of your business, you can take required measures to improve your quality of service.

The market research companies also conduct surveys among the customers to provide the quality assurance service to you. Your regular customers will be very much aware of the facts about the strengths and weaknesses of your business. They are interviewed about their experiences on their shopping at your place. If your business center has any flaw, it will be correctly identified by your customers. Most of the customers will be able to identify theses flaws. They will also share their nice and bitter experiences about the staffs of your business center. Now, you can easily make respective corrections for a better experience to your customers.

The quality assurance service will be helpful for conducting various other evaluations, like brand assurance evaluations, standards compliance evaluations, customer or guest experience evaluations etc. All these evaluation will give you analytical results depending on the standard of the service. You can use these analytical results for further development procedures on your business. You can expand your business, or increase your strength by recruiting more skilled people or you can arrange for training programs for your existing staffs. Each and every step related to this, will enhance your business one step forward.

The quality assurance service provider will help you to create and customize the right shopping process to achieve your goals and objectives, considering your budget constraint. The package will offer something more than just shopping. It will perform remote monitoring, competition shopping and analysis, individualized and group training and customer contentment surveys. Other than the confidential shopping, the remote monitoring program will help to review recorded calls to evaluate service quality and performance. The individualized and group training program will provide customized telephone coaching to the shoppers for any problem faced during the shopping process. The customer satisfaction survey program will provide you valuable feedback from your existing customers. All these methods will definitely increase your profitability and help you to earn a good reputation in the industry.

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Quality assurance is one of the most important aspects of any industry. Other than this no business can be successful. The management or the owner should know about the strengths and weaknesses of the organization they are working for. The term itself has the meaning of assuring better quality. If the customer is not satisfied with the quality of the service or the product, then the business is going to incur loss. There are many type of standardization process to maintain a particular level of quality. These procedures are quite renowned and applied at most of the business organization. It gives a better chance of improvement to the business body.

There are many tools used for measuring quality assurance of any particular company. You can find out by interviewing the customers to know whether they are satisfied enough. Also, the product should be perfect in terms of quality. This is quite attainable if you follow the international standard while manufacturing. The company also can take external help, to work on this issue. There are many service provider companies, who will make a report with details of your service or product. This report will give you an idea, and you can plan accordingly to ensure total customer satisfaction. Depending on this report, you might plan any development program to improve your service towards the customer.

These service provider companies will hire personnel, who will give detailed report on your product or service, leading to a total quality assurance . The person will visit your place, shop or outlet, to find out specific details which you want to know. They will act as a real customer, so that any staff or real customer can not identify their objective. The person should remember these details, and when he is back from work, he should write down as soon as possible. This report will be given to the service provider company. Based on this the service company can suggest certain recommendation to improve the performance.

Some times the service provider companies maintain a database consisting of the information collected by the secret customers. This helps you in maintaining quality assurance . You can design your own forms by setting up your own questions or you can select from the question database. The answers are stored in the answer database. You can access these data any time for creating reports or for producing any graphical representation. You can compare the result of this year with the last year, or among the regions. It supports you to maintain a continuous process of improvement for your business. This is a very useful aspect of using these service provider companies.

Quality assurance should be your highest priority concern if you want to run a successful business for years. You have to check the standards in a regular basis, so that the highest level of quality is maintained all the time. If your customer is not satisfied, then he is not going to buy your product or service. On top of it, he will narrate his bitter experience to his friends and family. This will seriously hamper the revenue earning process of your business. But, if the customer feels satisfied, he will influence many people to check out at your facility. Eventually, this will make your business profitable and help to earn a good reputation at the market.

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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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Running a company is not an easy job and maintaining the quality is even tougher. The large companies have their own quality control units to look after this part. But what happens to the small companies? They go for the quality assurance service . These agencies provide complete solution for quality control and cover almost all the industries from the manufacturing to those providing consumer services. There are hundreds to choose from and the choice of rates are also many. The choice purely lies with the company employing an agency and they can choose according to their needs and resources.

The common problem of any company is maintaining its quality of product or service. Any fall in the quality will spell the doom for the company if it is not rectified quickly. The fall can be the result of anything from lack of proper customer relationship to the lack of resources and technology to sustain the growth that the company might have once experienced. The matter needs quick detection and the company may not be resourceful enough to maintain a full fledged quality control unit. So a good choice is to resort to quality assurance service . These agencies not only identify the faults in the system but also spell out the remedies to overcome them. In a way it can be said these service agencies are the friends of the industry and the ones most benefited are companies involved in providing services like, retail stores, restaurants, hotels, banks, etc.

When the business is spread over a large area like a whole state or the country, the quality control becomes a tough job and keeping a constant vigil on the entire operations is not only difficult but almost impossible. Even the large companies sometimes fall short of the correct evaluation due to the sheer size of their business. Any good quality assurance service is a professional outfit that is trained to identify and rectify the flaws in service of the customers.

One of the common methods employed by these agencies to test the service industry is the use of the anonymous shoppers. These shoppers are not the regular shoppers like you and me who just get into the neighborhood shop to buy some cereal or a toothbrush. They are the trained eyes and ears of the companies who pierce the service provided with the eye of a detective. They are set a scheduled task of identifying where the sales personnel are going wrong and where are they excelling in service. Accordingly, they are rewarded or retrained to get to that point where the service itself would attract the customers. Quality assurance service is all one needs to achieve this.

Finally, after all these statement of facts, one thing must not be omitted. You too can be a part of this quality control system. Just join in as a special anonymous shopper. The agencies that provide the quality assurance service also engage these shoppers to bring back data for them to analyze. This data is generated by these shoppers who visit the various establishments under surveillance, follow the guidelines provided the agencies and make their observation accordingly but not missing out the details that were not clearly stated in the guidelines. So if you are thinking of getting into such a job, be assured that the job carries enough responsibility to compete with a full-time job.

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If a business house has a strong desire to succeed in the highly competitive world of today, producing high quality products and advertising well is not enough for them. It should also know how to draw buyers, retain old buyers and win the trust of these buyers. The buyers are major players in deciding the fate of a business and hence it is of utmost importance for any business house to please its clients and buyers first. For this many a time it has to hire secret shopping service from a good agency. 

The agency sends its agents to the business house which sends them to its retail outlets to evaluate how well its client relation staff is imparting satisfaction to the buyers and the visitors. The agents pose as buyers to get a firsthand experience of the proceedings out there. They keenly observe how the salespersons and executives are presenting themselves to the buyers, if they are furnishing authentic product information and if they are being honest with the monetary part of the transaction. They speak to the buyers and get to know their impression about the business house and its products. A good secret shopping service providing firm can be trusted to supply quality manpower. They emphasize on integrity and high work ethics.

Good and well established agencies have a number of programs or packages from which the business houses can choose the ones that are most suited to their requirements. They offer a number of tools that can be used by the business houses to enhance their buyer satisfaction levels and hence ensure growth and success of their business. These agencies are experts in assessing the exact requirements of a business house, and the business house need to spend extra efforts in training the agents that it hires. The agents are already trained by the secret shopping service agency. They only need to be given some important instructions that are specific to the firm that hires them.

By reporting their experiences at the retail outlets, the agents help the management of the retail outlets gain valuable insight into the level of client satisfaction being rendered and also how satisfied the buyer is with the firm. Many times a firm that produces material of good quality might be under the misconception that their products are capable of turning the buyers towards them but this is not always true. However good a product might be, bad or average treatment of the buyers by the retail staff can surely mar the buyer base of the business house. The secret shopping service lets the management understand the areas where improvement is required.

A direct consequence of winning the loyalty of the clients is that the business houses can introduce new products to these buyers and convince them to buy them even if they are slightly more expensive. Hence the business house actually gains in profits by closing at higher rates. Moreover, the buyer base increases as the old buyers remain loyal and new ones get attracted. These agents assess the etiquette of the staff and report it to the management which in turn analyses them, finds out the causes of any lacunae present and trains the staff accordingly. The secret shopping service not only helps in retaining buyers but also in retaining the staff, because on being trained it starts performing well.   

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