In any business , whatever its line of business, quality is a fundamental factor to win customers, retain them and occupy a leadership position in the market. However, one of the main mistakes made by SME entrepreneurs and businessmen is to think that quality is a subjective value that does not require processes or specific indicators to measure it and achieve the best results.
That is why today we want to talk to you about a topic that you may not have considered yet —fundamentally so that you can ensure the survival and success of your business in the medium and long term—: quality indicators. What is it about? Tools to measure and monitor the performance of processes, also known as KPIs (Key Performance Indicators), in this case related to deliverables to customers .
Let’s see some concrete examples of quality KPIs that have the function of measuring the final result or the difference between a desired situation (a goal) and the current situation (the result) after applying a process. One could be an architectural firm that guarantees the completion of its projects on time , and within the agreed budget. Another, an online store that promises on-time delivery of 100% of its shipments.
In short, quality indicators focus the efforts of all members of the company behind a common objective and are an essential factor in solving problems that compromise product quality, manufacturing costs, or distribution. Let’s take a closer look at the five most important ones.
1) Productivity indicator
Measures the amount of resources (including time) required to make a product or perform a service. It allows to identify losses and failures in the processes to implement the necessary adjustments.
To measure and monitor these quality KPIs, companies need to incorporate production management software, which must include modules for the purchase of raw materials, costs, delivery time, etc.
2) Customer satisfaction indicator
To find out if your customers are satisfied with your products and services , if they would buy them again and if they would recommend them to their friends and acquaintances, the first step is to contact them and listen to them. How? Through satisfaction surveys that can be sent by email, by telephone, through focus groups or with one-on-one interviews.
3) Value indicator
Does your product fulfill its promise of value ? Works? Does it really solve the problem that your client has? With this indicator you can confirm the impact and relevance of your value proposition in the market. To calculate it, in addition to satisfaction surveys, you can use market research to keep an eye on what’s new in your industry.
4) Customer service indicator
Customers are the best source of information to know how things are going in the company. When there are many complaints, it is a sign that something is failing internally, so it is time to take important measures. Maintain fluid communication with the after-sales service area , and ask them to send you periodic reports on complaints and claims, the solutions offered and the results of the surveys.
5) Security indicator
This last indicator is basic in lines of business such as food, pharmaceuticals and all those that may affect the health or physical integrity of customers . To calculate or verify it, it is necessary to review the security measures, the certification requirements and the national and international standards that must be used in the production and logistics processes.
Now that you know what the indicators for quality monitoring and control are, analyze which ones you can apply in your business to strengthen your commitment to your customers and the growth of the company.