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„Nothing is easier than being busy
and nothing more difficult than being
effective” R. Alec Mackenzie
When the Customer is the centre of attention!
The focus on improving the quality of Customer service
and
the quality of the product being sold
The right product, at the right time, of the right quality
Better products at lower prices
A wider and more interesting product range on
the shelf
Greater product availability to many Customers
Manufacturer Business Customer Customer
Low quality costs!
Performance Quality
Lower costs
the implementation
of ambitious quality objectives
care for high efficiency
of production and supply
0%
1%
2%
3%
4%
5%
6%
7%
8%
"Poor quality costs" and quality management system
Time (1/4)
Poor
qualit
y c
ost
s
How to collect qualitative data? What tools to use?
How to define appropriate actions?
Low efficiency of the supply chain / The Manufacturer
Distribution Center
Factories
30 minutes to create a paper protocol!
Assigning human resources to reporting!
High time and operation costs!
Low efficiency of the supply chain / The Manufacturer
Factories
Distribution Center
Low efficiency of the supply chain / Suppliers
FactoriesDistribution Center Shop
30 minutes to create a paper protocol!
Assigning human resources to reporting!
High time and operation costs!
Low efficiency of the supply chain / Suppliers
30 minutes to create a paper protocol!
Assigning human resources to reporting!
High time and operation costs!
Low productivity of notifications!
Possible image loss!
FactoriesDistribution Center
Cash deskShop
Low efficiency of the supply chain / Customer Service Centre
30 minutes to create a paper protocol!
Assigning human resources to reporting!
High time and operation costs!
Low productivity of notifications!
Possible image loss!
FactoriesDistribution Center
Shop Cash desk
Low efficiency of the supply chain / Customer Service Centre
FactoriesDistribution Center
Shop Cash desk
30 minutes to create a paper protocol!
Assigning human resources to reporting!
High time and operation costs!
Low productivity of notifications!
Possible image loss!
The falling rate of customer experience indicator!
Low efficiency of the supply chain / Customer Service Centre
The participants of the supply chain
Factory Logistics Operator
Supplier Business Customer Employee Customer
TIME FOR A CHANGE!
Increasing of the satisfaction
Shortening of the processes
e-Quality – quality management in:
after-sales Customer supportthe supply chain of
services and
products
pre-production and
production processes
Supporting procedures for managing complaints made by many participants of the supply chain:
Logistics employees
Ramp workers
Warehousemen
Showroom, Shop and Exposition Workers
Helpline workers
Customers
Supporting procedures for managing complaints / transportation and warehouse
Warehouseman Ramp Worker The Driver
Supporting procedures for managing complaints / Showroom
Store employee Customer service centre employee
Supporting procedures for managing complaints / Recovery Department
Shop employee Recovery Department Employee
Supporting procedures for managing complaints / Customer Service Department
Recovery Department Employee Customer Service Centre EmployeeCustomer
Supporting procedures for managing complaints / Customer
Customer Recovery Department Employee
The e-Quality provides:
Customer Satisfaction
Employee Motivation
Customer Service costs
The response
time of the Company
Time of handling complain
ts
The knowledge flow within the Organization, within the
Company and between the Company and
its Partners
What do you gain?
Before
The old-fashioned customer service and complaint processes
Long time needed to create paper protocols
The delegation of human resources for reporting
The high operating costs and the falling rat of customer experience
After
Modern web and mobile applications
Keeping records of Notifications in the online system and
abandoning paper document flow
The distribution of decision-making on a number of entities and
verification of employees’ work
Better and cheaper handling of complaint processes
The possibility of making complaints in a 24/7 mode and a better
customer experience indicator
QUALITY, AVAILABILITY, LOWER COSTS!
About the Manufacturer – QSG Group
Designers of creative IT solutions
Experienced quality managers and skilled programmers
Extensive department of software quality maintenance,
Project Management Office
Competencies to create own products, dedicated solutions and software on demand, cross-platform web and mobile applications
WWW.QSG-COMPANY.COM
Thank you for your attention!
