HUSKY AIR ASSIGNMENT - PILOT ANGELS A quality management plan- The plan should i
ID: 3698869 • Letter: H
Question
HUSKY AIR ASSIGNMENT - PILOT ANGELS A quality management plan- The plan should include the following: A. A short statement that reflects your team's philosophy or objective for ensuring that you deliver a quality system to your client. B. Other than the examples of quality-based metrics ( process, product, ad project) table 9.1 on page 246 5th edition marchewka, develop and describe two process metrics, two product metrics, and two project metrics that can be used to monitor the quality of your project. C. Develop and describe a set of verification activities that your project team could implement to ensure quality. D. Develop and describe a set validation activities that your project team could implement to ensure quality.
Explanation / Answer
A. A short statement that reflects your team's philosophy or objective for ensuring that you deliver a quality system to your client.
Answer : My Customer Service Teams Quality Management Principles CRM = Customer Relationship Management My team's philosophy is deliver the best possible service to our customers with three principles of Ease, Expertise and Experience. - Ease : To communicate to the customer that a business or an company is easy to deal with, the first thing organisaiton need to do is be accessible. Getting in touch with the company should be something which can be achieved in the least number of steps possible. Then comes the easy of dealing with the company. - Experience : This is where the communication through action comes into play. A great customer experience and relations are build by rewarding the customer, being pleasant to interact with. - Expertise : Expertise is where the cream of the CRM lies. While everything else will maintain CRM implementation at basic hygine standards, issue resolution tops it all. While easy and experience feel great and makes the interaction with your company a pleasant experience to the customer, expertise is what they're there for. So by effective issue resolution & follows ups, the CRM implementation comes full circle.
B. Other than the examples of quality-based metrics ( process, product, ad project) table 9.1 on page 246 5th edition marchewka, develop and describe two process metrics, two product metrics, and two project metrics that can be used to monitor the quality of your project.
Answer :
Two metrics that can be used to monitor quality for my customer service project are
AHT or Average Handle time. This provides upper and lower limits for quality. Having a lower AHT will allow customer service agents to service agents to handle more phone calls from customers in a shorter span of time. However having an extremely short AHT will result in a scenario where quality and customer experience are being hampered in order to meet productivity metrics.
Net Promoters Score : This score measures the possibility of an existing customer recommending our business or our firm to another customer when asked. This allows us to measure the quality and the satisfaction hat a customer derives from our business.
C. Develop and describe a set of verification activities that your project team could implement to ensure quality.
Training and Post Training Analysis
Capturing individual and team performance data from on the job training and post training Using operational, managerial and organisational performance metrics that would be sued to measure team, individual team members and operational performance that would compare it to the performance prior and during training. Other performance metrics, audits, screening would be used to measure the magnitude or success.
D. Develop and describe a set validation activities that your project team could implement to ensure quality. Customer Feedback through surveys is the best validation for my team's customer service project. Having a customer satisfaction survey that is precise in nature could help validate wether or not the quality in our customer service is upto the mark or not.
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