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In companies providing services, equally in manufacturing organizations is
important to emphasize quality. Any deviation from the original specifications and
standards should not be accepted. The detect
ion of possible mistakes and problems should
be realized in the design phase of service to reduce the time and financial losses of the
company. The processes have to be properly elaborated and documented before the
provision of services is initiated. The observance of principles for preventing defectiveness,
also the existence of internal directives or systems for ensuring the early detection of
mistakes and their traceability are necessary. A crucial factor of success is the minimization
or elimination of
causes of disagreements, which leads to low quality and dissatisfaction of
customer. The low quality is often manifested in the form of complaints and claims,
departure to the competitor, but also in the negative publicity. The incorrect solution of
deficiencies becomes dramatic not only in human aspect, but also in financial. It is possible
to detect the causes of dissatisfaction and complaints, by using the appropriate methods, as
well as for the preventive detection of potential narrow spots or defects o f any conflict with the established norm.
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