SQMP (Service Quality Management Program)
The SQMP is a 360 customized solution for any organization that wants to re evaluate their service gaps and gauge their service deliverables in a quantifiable manner. We at Advantedge, will assess your Service Channels in detail, streamline processes, identify Key Service Indicators and create Internal Service Measures which will quantify your service levels. The SQMP is an E2E solution starting from evaluation, creation of detailed Internal Service Measures and rolling out of detailed Service Accountability Reports in the form of Monthly Dashboards, MIS, Identifying top recurring complaints and effective ways of resolving.
Minimum execution of the entire program from evaluation to execution is 4-6 months depending on the areas covered within the organization. We will support your Organization to:
- Build a culture that believes in addressing every customer’s complaint/issue/query/request received through a formal/informal way and identifying and eliminating any shortcomings by recommending a corrective action plan.
- Constantly monitor areas where frequent complaints recur and strengthen them by conducting root cause analysis based on the complaint MIS
- Manage an effective Internal Service Measures(ISM) Program, which will help in gauging the performance of all departments in an effective and transparent manner.