Governance, Risk and Compliance Blog

How to use Net Promoter Score as a quality performance indicator

Posted by Emily Hill on Wed, Jun 07, 2017

Many ISO standards require you to determine, monitor and measure output. However, they do not prescribe which key performance indicators (KPIs) or quality performance indicators (QPIs) you must track, how to track them or even when to do so. These are for you to decide. Read more: ISO 9001:2015 KPIs to track.

Understanding ISO

According to the Global Quality Survey, a large majority of quality managers are spending a significant amount of time monitoring waste, non-conformities and complaints. Read more here.

But what about brand reputation? 

In this video, John Oakland shares how quality initiatives can transform operations over time, but customer perceptions may still not change without additional after-care.

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Watch John Oakland: Redefining Quality / Protecting Reputation Presentation / at the EQMS User Group

 

This Harvard Business Review article says: "Without a clear, measurable, value-creating goal, companies risk expending huge amounts of human and capital resources without delivering any real financial return." 

So, what is your customer's perception of your brand? What matters the most to your customers? And how are you going to measure the change over time?  

Net Promoter Score has grown in popularity over recent years. While many organisations are using Net Promoter Score in some way, few are maximising their use of it. 

Nathan Broad, Group IT Director at Synexus, is a black-belt six-sigma expert who's worked with a number of large global organisations. Nathan is an advocate of implementing Net Promoter Score and has led a number of highly successful projects. 

Below, we interview Nathan and hear how he's used Net Promoter Score as a quality performance indicator.

Qualsys: Why should businesses use Net Promoter Score? 

Nathan Broad: Many organisations send out feedback surveys. However, these surveys are typically too long, biased and lead the customer down a particular route.

Net Promoter Score surveys do not lead the customer. Instead, in a Net Promoter Score survey, your customer or prospect will likely just talk about what's important to them. This means you can get straight to point and understand what they want – what was good or what was bad. You don't need to spend hours analysing the responses to 25 or more questions which were probably not important to the customer."

Can you tell us a bit about your experience implementing Net Promoter Score? 

I first implemented Net Promoter Score about eight or nine years ago. At this time, Net Promoter Score was fairly new. We found there was value using Net Promoter Score for customer loyalty research across all business units. 

We integrated Net Promoter Score with our CRM, salesforce.com. It was set up so that after an interaction with our customer, a survey was sent out.

We had a set process based on the score customers gave. If a customer was a detractor – those who give a score of between 0 and 6 – a member of the sales team or an account manager was notified and set an action that they needed to call the customer. 

We then used this feedback to help understand how the customer was feeling and improve the quality of our product. Over time, this feedback helped improve the Net Promoter Score from around 0 to +30. It helped because we were focusing on what really mattered to the customer.

What mistakes should brands avoid?

Net Promoter Score isn't a 'once a year' activity. Many organisations send out a survey once, get the feedback and then don't do anything with it. Net Promoter Score needs to be a virtuous cycle of feedback which you can use to make real quality improvement.

What are the most important considerations for planning a Net Promoter Score campaign? 

  • Only survey the decision-makers and the influencers.
  • Think about the volume of customers you want to survey. This will reflect the channel you use to collect the data. Expect a: 
    • 40%–50% response rate by phone (small volumes of customers)
    • 3%–10% response rate by email (large volumes of customers)
  • Consider how you are going to feed-back and review:
    • How will you manage micro actions? e.g. will you use EQMS to assign responsibility?
    • How will you manage macro action?

How EQMS helps manage the Net Promoter Score

EQMS is a flexible electronic quality management system which can be used to plan, track and manage business processes. Many organisations, including Bunzl and M B G Insurance, use EQMS Issue Manager as a form-based call management system. 

The enforced workflow triggers actions and manage activity through a pre-defined process. For more information about using EQMS Issue Manager, download EQMS datasheets here. 

 

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Tags: Quality Management Software, Electronic Quality Management System

If Darth Vader Had Used an Electronic Quality Management System

Posted by Emily Hill on Wed, Dec 23, 2015

Unless you have been living on a remote galaxy far, far away on a planet with two suns and three moons, then you might have missed a certain level of buzz about the new Star Wars movie.

In the spirit of all things Star Wars, it got the Qualsys team to consider if Darth Vader had an electronic quality management system, would he have failed?

 Risk Management: 

If your main strategic goal is to take over the universe and your strategy is to do this by blowing up planets, reputation will be the cornerstone to success.

So for Darth Vader, this means ensuring that his key differentiator, his galactic superweapon, aka the Death Star, does not get blown up. 

Carelessly forgetting or ignoring the risk of the Death Star's exhaust port is unacceptable. It was only a matter of time before someone from the Rebellion recognised the weakness and decided to attack it. This careless error led to major delays, financial losses and, most importantly, reputational damage.

Had Darth Vader used an electronic Risk Management system, the risk of the exhaust port being attacked could have been identified, communicated and controlled.  

 

Document Management System: 

Having passed the Empire’s weak security systems on board the Death Star, R2-D2 simply plugged into an easily accessible wall port and downloaded confidential high value prisoner data. This is an example of really poor document control. 

Very few personnel actually needed to access the prisoner data. A Document Management system would have ensured that this critical data was only accessible to a minimal number of users.

 

 

Issue Management System: 

 

Darth Vader and a number of Imperial executives met for a strategy meeting to plan what to do about the stolen blueprints. Yet, instead of resolving any issues, they just ended up squabbling.

An Issue Management system would automatically enrol relevant stakeholders into a pre-defined workflow. This would mean that any unresolved issues would be automatically escalated to top management.  

 

 

 

Training Records Management: 

Stormtroopers were poor at pretty much everything. They couldn't hit targets, even when their life depended on it and their weak minds were incredibly susceptible to the force. This caused a number of issues.

If the Stormtroopers had the appropriate training, they would have been much more effective at combatting the rebellion. A centralised Training Records management system would ensure all the Stormtroopers had relevant and current training, such as being able to identify which droids they were looking for. 

 

Audit Management System: 

In Return of the Jedi, Darth Vader arrives mid-construction of the new Death Star for a progress meeting. The project manager gives the age-old excuse of a "lack of resources". 

Delays are common on large construction projects so keeping everything on track is essential. 

With an Audit Management system, Darth Vader could have instantly understood why the project was delayed and put into place the correct actions for ensuring the project gets back on track. 

 


 

 

In conclusion, whilst Darth Vader had clear strategic goals, vast technological resources and 'the Force', he completely failed to deploy policies, procedures and plans, which led to his failure.

The quality management lessons we can take from this are simple: use a centralised, pre-emptive and communicative management system to achieve your strategic goals.

What better way to embed a culture of quality than through this space opera? Share this article with your team. 

If you have ambitious business goals, find out how EQMS can support your organisation to achieve your strategic goals by downloading EQMS Datasheets.  

Download EQMS Datasheets

 

Image Credits: 

https://media.giphy.com 

http://i.imgur.com/modde9i.gif 

http://www.originalprop.com 

http://i.imgur.com 

 

Tags: Quality Management Software, Electronic Quality Management System

Building an EQMS business case: 4 essential resources

Posted by Callum Hornigold on Mon, Sep 29, 2014

It’s a common issue business professionals know all too well. Whether you’re a quality manager, an HSEQ lead, a training manager or an auditor, you’ve seen the benefits an electronic quality management system (EQMS) can bring to your organisation but finding the right solution is just half the battle. Selling the system internally and convincing management can often be the real challenge.

Perhaps people in your organisation prefer the old methods of doing things and are reluctant to change, or perhaps they need to see some tangible return on investment, or they have little time to investigate themselves and need information presented to them in a digestible format. Help is at hand. We’ve compiled a list of five essential resources to help you build a business case within your organisation.

1. 5 Steps to Justifying an Investment in Enterprise Quality Software [Infographic] 

EQMS

Summary: A simple infographic demonstrating the value of electronic quality management software with key statistics and numbers – perfect for sharing internally.

View the blog here

 

 

2. 10 Tips for Choosing a Quality Management Software Vendor 

quality management software

Summary: Choosing the right software vendor is key, but assembling the right decision makers is equally important. This blog highlights the players likely involved within an EQMS purchase evaluation process and the people you will need to address and convince.

View the blog here



3. 5 Steps to Proving the Value of Enterprise Quality Management Software 

EQMS

Summary: A step-by-step guide in communicating the benefits of an EQMS, aimed at bringing onside executive support by delivering a focused and consistent plan to validate your software decision. 

View the blog here

4. 4 MUST-DOs Before Investing in Quality Management Solutions 

Summary: This blog highlights the importance of information gathering when building a business case. Again, it highlights how one must consider all the key personnel who may be involved, detail the quality structure and assess the current quality processes. 

View the blog here

Business Case Support

At Qualsys, we know that when building a business case, the decision to explore an EQMS further can come down to one simple thing: cost. Dedicated to working with you every step of the way, we will analyse your processes and help you produce an EQMS cost savings calculation to be shared internally. Find out more about cost savings now.

 


EQMS

Tags: Electronic Quality Management System, EQMS

Case Study Medium-sized Enterprise: Monosol LLC

Posted by Callum Hornigold on Tue, Mar 18, 2014

Monosol EQMS

New case study now available on our EQMS website! This is beneficial if you’re a medium-sized enterprise looking to incorperate a centralised quality management system.

Background:

Based in Merrillville, Indiana, MonoSol are a world leader in the manufacturing of water-soluble polymer films, compounds, and solutions. They are a medium-sized organisation and a subsidiary of Japanese chemical synthetics giant, Kuraray.

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The Challenge:

Moving from a client-server document management system (DMS), MonoSol required a web-based integrated Quality Management Software solution that could support the changing needs of their growing organisation.

The Solution:

After implementing our EQMS software, find out how Monosol:

  • Tightened their document control and significantly reduced the time, effort and resources required to manage their business-critical information assets.
  • Centralised multiple aspects of their business by using a collaborative software platform, notably increasing efficiency across their organisation.
  • Increased customer satisfaction by increasing their reaction time to any customer concerns.
  • Built the foundations to enable them to make huge savings on paper with the use of digital signatures.


View Case Study Here

Tags: Electronic Quality Management System, EQMS, Document Manager, New Customers