1. Continuous skills development/Education and training.
- A skills audit should be conducted to determine the qualifications and competence of staff that can influence the quality of products/processes.
- Workers who lack skills should be trained in line with their job descriptions.
- Regular evaluation of training material improves the effectiveness of the training.
- Suitable induction programmes promoting quality should be implemented.
- Quality guidelines for managers should be used to monitor continuous skills development.
2. Total client/customer satisfaction.
- The business should understand current and future customer needs.
- Provide quality products and services to satisfy customer's needs and expectations.
- Customers will be satisfied if products and services meet their needs, requirements and expectations.
- Businesses need to conduct effective market research to determine customer's needs or to develop products and services that will meet or exceed those needs.
- Businesses need to implement efficient, friendly customer services and customer care systems.
3. Continuous improvement to systems and processes.
- Processes and systems are the flow of activities implemented to create or deliver products and services to customers.
- Businesses that have quality processes and systems in place will produce good quality products and can provide excellent customer services.
- It should be easy for customers to understand processes so that they do not waste their time with long and complicated procedures.
- Employees need to understand√ the operating system and the service delivery system.
- Identify problem areas of the business to be able to devise relevant solutions thereof.
- Encourage team work by introducing the idea of corporate culture change.
- Give detailed and specific instructions on improvement strategies.
- Encourage team work and delegate responsibilities.