Delivering Five-Star Service with Back-Office Quality Management

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.