Despite the push to become a Total Quality Management (TQM) organization in the late eighties and early nineties many firms have found the gap between what customers want and what they actually get rather daunting. The need to measure this gap in quality, and then be able to begin closing it, remains difficult if not seemingly impossible for some organizations largely due to: An inadequate understanding of customer quality issues The lack of a tactical approach to achieve tangible results in this arena The absence of true "Quality" professionals skilled in TQM techniques A lack of understanding or focus, on project management disciplines needed to resolve existing quality issues. THE LOBUE PERSPECTIVE SERVICE QUALITY  The achievement of superior service quality requires more than efforts to "think like a customer" or put the "customer first", though these certainly are important. The effective rationalization of the current processing environment incorporating service quality at every point provides additional value by providing feedback about: Error rates Cycle times Inappropriate controls Fragmented processes Wait and Serve times This is not only essential to identifying the opportunities for improvements in service quality, but also provides valuable insight into the service quality structure as a whole. This "macro" perspective allows the determination of the correct alignment of functions and processes within and among units and departments with respect to the customer. In an environment with a focus on service quality it is critical to establish service level standards and the management process to support this effort through tracking and reporting. Superior service quality will maximize the firm's competitive advantage in the marketplace. THE LOBUE APPROACH  LoBue works with our client to integrate service quality into every aspect of an engagement in all respects and at all points in the process from "door to door". This comprehensive integration of quality measures into the product delivery environment assures: Minimal error rates Reduced cycle times Reduced hand-offs Measurement and reporting Minimal wait and serve times Appropriate controls Optimal service level standards Findings and recommendations detailing opportunities for improved service quality are documented for client assessment. Finally, LoBue consultants work with client management to establish the recommended programs and processes in the working environment. RELATED SERVICES Expense Optimization Due Diligence FTE Tracking Process Analysis - Baseline Audit Process Analysis - Redesign Credit Policy Organizational Analysis Staffing Analysis Volume Analysis Backlog Analysis Equipment Analysis Archival Storage & Retention Analysis Capacity Modeling RELATED SUCCESS STORIES Branch Operations Bank Privatization Money Transfer Systems, Securities Operations Loan Services Finance Company System, Design for Retail Operations Insurance For more information on this subject, contact Marketing.
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