QUALITY MONITORING
Fields of application
- Measurement and analysis of customer, employee, member or trading partners‘ satisfaction.
- Often used in the commercial sector and for non-profit oganisations.
- Use as a tracking or controlling tool for monitoring the success of measures taken.
Your benefits
- Simple execution, high clarity and stringent reporting.
- Individual adaptation to your requirements.
- Development of time series and internal benchmarks.
- Clear recommendations for action to improve the level of satisfaction.
- Valuable support in optimizing an organizations cost and investment planning.
Strategic Analysis
- Clustering of individual services into strategic performance factors.
- Positioning of performance factors in a strategic portfolio based on driver effects and satisfaction.
- Goal: What should you concentrate on in order to effectively increase the level of satisfaction with your company?
Analysis of Strengths and Weaknesses
- Analysis of strengths and weaknesses of individual services within each performance factor.
- Measurement of the driver effect of each service within the performance factor.
- Measures: With which of your services can your company achieve your strategic objectives?
Method
- The quality monitor does not inquire the importance of separate performances or performance factors directly.
- The driver effect is derived from the statistical connection between performance and satisfaction.
- The quality monitor uses factor analyses to identify performance factors and regression analyses to measure driver effects.