TABLE OF CONTENTS A useful formula for improving customer satisfaction!
In both production and services, one effective route to quality of service and total customer satisfaction is the CASCADE formula shown below.
EXTENSION 2 For more about the concept of excellence and how it applies to customer care, see Sarah Cook's Customer Care Excellence.
This really comes down to quality of management: it is the manager's task to achieve a CASCADE of quality towards customer satisfaction.
Commitment to customer satisfaction from the workteam can only come if managers and team leaders demonstrate clearly their own commitment to it.
Ability is crucial: staff must have the skills needed to perform to standard, whether they work in production, in a service capacity, or in direct customer contact roles.
Standards must be set and monitored, so that everyone knows what the target is and what more needs to be done to achieve it.
Lack of proper communication between managers, team leaders and staff leads to misunderstandings, errors and dissatisfaction. No one can produce a quality product in these conditions.
Attention to detail marks the difference between those who only talk about customer satisfaction, and those who are really committed to succeed.
Excellence is the result, if the formula is followed.
The Board of Directors of Hoplite Engineering Contracts Ltd decided that better customer care was the answer to an increasingly difficult competitive situation. They told the...
