The Critical Components of a Quality Service System

You can’t have top quality services until you measure how well you are performing and have the mechanisms in place to influence the work. Quality controls identify key metrics that tell you whether you have the level of quality you want. For services, objective variables such as the percentage of repeat customers, the number of complaints and the number of times a customer has to return to solve a problem give a good measure of the quality of your service. When you want to improve quality, track down the reasons for complaints and problems and develop solutions with the staff involved. Then verify whether the corresponding quality metric has improved.