Key Quality Indicators: Importance and How to Implement Them in Your Company

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Before talking about quality indicators, let's understand what quality is? Where does this term come from and why is it so widely used in all types of negotiations and companies.

According to ISO (International Standardization Organization), “quality is the adequacy and conformity of requirements.” According to Juran, “quality is the absence of defects.” For Deming, “quality is everything that improves the product from the customer’s point of view. Therefore, for him, quality is something that must constantly change to maintain itself, since the customer’s point of view also changes.”

And for you, what is quality? Quality is such a generic and yet specific term that it is difficult to explain. But let's think about a product. What would you take into account when buying a "quality product"? Maybe the material, the warranty period, even the price, or maybe the brand. But there is a term that has been used by companies and has ended up gaining a lot of notoriety, and it has to do with the shopping experience.

The customer's shopping experience has also been evaluated as being of quality or not. It is this concept of quality that is increasingly sought and evaluated by consumers that we will address in this article.

Understand what quality indicators are
As previously mentioned, quality is a broad term that can mean different things to different people and in different contexts. The perception of what quality is may be different for each of us, but there are ways to measure quality, which are called indicators.

Quality indicators can be diverse and, through standards established by the company and its customers, help managers measure results. A good example of a quality metric, just to make the context simpler, is how well a company is able to deliver on time. A deadline being met in 100% of cases is a good measure of quality for the company.

But there are many other indicators and we will see the main ones here and also some examples. And speaking of examples, have you noticed that many services and products are becoming increasingly better quality?

Do you remember that a few years ago, telephone and internet services were precarious and that to resolve anything you had to wait in line with endless changes of attendants and annoying music? Over time, companies have improved their service and included satisfaction surveys at the end of calls, as well as self-service options that are easily resolved through apps.

Another example of quality that we can mention is Apple, famous for its technological and innovative products, which last a long time and satisfy demanding types of customers all over the world! If it weren't for the quality of the products and services offered, would Apple have gotten this far just by using technology?

Importance of a company's quality indicators
Quality metrics play a fundamental role in the success and development of companies. They are essential tools that allow measuring, monitoring and evaluating the performance of processes, products and services offered, providing valuable insights for strategic decision-making.

Thinking about Deming's famous phrase, "what can't be measured, can't be managed", when companies are concerned about quality, they work with metrics to help manage the points to be improved. And if we think about this same phrase from another point of view, we can say: what can be measured can also be improved.

Given what has been discussed and the examples given, it is possible to reach a simple conclusion: without quality, it is difficult for a company to remain afloat. How many companies do you know that did not take care of the quality of the products sold and ended up going bankrupt or were unable to adapt quickly to market changes?

To prevent this from happening to your company, you need to know your customer, know what is important to them and offer an exceptional end-to-end experience, from when they hear about your brand to the after-sales service of your product .

Below we help you with this task, listing the main indicators that you can measure el salvador telemarketing data to understand what level of quality you are offering to the customer.

Discover the 7 main quality indicators
Professional typing on his notebook. Above, a hologram projection of graphs with results of quality and productivity indicators.

Now that we know how important it is to use quality metrics, I want to invite you to better understand the secrets of successful companies by learning about the main quality indicators, key tools for measuring and improving performance as a whole .

By exploring quality indicators, you will gain valuable insights to identify problems before they become crises. By guiding your company to meet customer expectations and outperform the competition, you will earn a respected and admired reputation. Let’s get started!

Efficiency indicator
Taking into account the concept of efficiency, which is to use the means and methods in the best possible way to achieve objectives, efficiency metrics are indicators used to measure the amount of resources required to produce the company's products and/or services. The objective is to produce the largest possible number of products with the smallest amount of resources, thus increasing the efficiency of the process .

These indicators are important for identifying potential waste and bottlenecks in production, allowing the company to work on reducing costs and increasing productivity. By monitoring the indicators, the company can resolve bottlenecks and waste and become more competitive in the market, offering quality products at a fair and sustainable price in the long term.

Effectiveness indicator
Effectiveness, in turn, is basically “doing the right thing,” and doing it from the customer’s point of view. With this in mind, a company’s effectiveness is related to the expected results compared to the results obtained by the consumer.

The main way to measure effectiveness is by listening to the customer, this can be done through a survey that evaluates the company's success in the market and customer satisfaction. This satisfaction survey should be quick and concise and can be carried out by email, for example.

The analysis of the effectiveness indicator can help in understanding the company's performance in relation to its customers, therefore it is important that companies are aware of the results obtained and seek to improve their services to obtain greater satisfaction from their customers.

Effectiveness indicator
Effectiveness indicators are essential for evaluating the company's success, just like the others already discussed. They are a combination of effectiveness and efficiency, as they are able to measure whether the product's objectives have been achieved and whether the company's processes are well executed.

When a company focuses on effectiveness, it has a broader perspective on its performance, ensuring that the products delivered meet customer expectations and that processes are well structured and executed efficiently.

Furthermore, effectiveness is directly related to customer satisfaction, as a product that is delivered according to customer expectations increases loyalty and recommendations. Effectiveness is also related to the company's financial health, as this combination of effectiveness and efficiency can reduce costs and increase profitability. Therefore, the effectiveness metric is crucial for the management of a company.

Service indicator
Two professionals in customer service, one man and one woman. They are responsible for customer service indicators.

Service indicators are metrics used by companies to assess how they are performing in terms of customer service . These indicators include different aspects such as waiting time, quick problem resolution, and satisfaction.

When we think about service indicators, an example might be the average waiting time in the queue, which is measured from the moment the customer contacts the company and waits on the line to be served until the moment the call is actually answered.

Another example of a service indicator is the customer satisfaction index, which measures the level of customer satisfaction with the service or product purchased. This indicator is important because it is directly related to the company's loyalty and reputation in the market.

Another relevant metric is the average service time, which measures the time it takes to resolve a customer's problem or meet their demand. These are just a few examples of service indicators that can be used by companies to measure and manage the quality of customer service.