Delivering Five-Star Service with Back-Office Quality Management
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Download this piece to learn how technology has evolved to automate and improve quality management in back-office operations, but businesses should take a phased approach to customize a continuous quality improvement program for their operations.
Managers of back-office operations have little visibility into how work is processed. Rather than continuing with the traditional approach of randomly sampling transactions and performing post-process quality reviews or audits, you can take your organization to the next level by providing real-time, in-process guidance.
This insight can help you spot areas for quality enhancement and create a continuous quality improvement program, helping you deliver the five-star service that cultivates customers for life.
Readers will learn how to elevate their quality practices and processes to:
• Increase the quantity and value of post-process quality audits
• Simplify workflows and automate in-process reminders and guidance
• Create a cycle of continuous improvement in your enterprise quality management program.