What gets measured, gets managed.
“You can talk about something all day long, but if you don’t put some data behind it and actually measure it, it will not show that it’s important.”Tammy Baker, Vice President of Client Experience
Developing a quality program is an important part of ensuring your team accomplishes priorities and goals, while performing at a high level. Read on for five steps to implementing a successful quality program.
1. Identify indicators of quality.
First, imagine an ideal performance, then break it down into components. These are the criteria by which you will measure quality. For instance, our customer service representatives are scored according to a dozen standards, including greeting, tone and efficiency.
2. Communicate expectations with your team.
Next, share these criteria with your team. Ask for feedback; they may have suggestions for what to measure. Be sure to include why you are implementing a quality program. The more buy-in you have from the team, the more successful the program will be.
3. Implement self-reviews.
When employees are given an opportunity to evaluate their own performance, they can catch their own mistakes, and self-correct before it reaches the manager level. Plus, self-reviews can help employees better understand how they can perform their best.
4. Managers give consistent reviews.
Regularly scheduled reviews by managers can be the basis for measuring quality. Quality scores can be reported weekly, monthly, and yearly to quantify growth, and areas that need improvement.
5. Use data to fix weak spots and celebrate good work.
By aggregating quality data across time and individuals, managers can identify inefficiencies and opportunities for training. Further, these can ensure that your team is delivering on its promises.