At Fenwick Software we are constantly analysing the work we have done for our clients, the service we have provided, and what we can do to improve. We aim to provide a service of the highest quality, and advice that our clients can trust and rely on.
For many of our clients in the business of manufacturing and distributing inventory, the quality of the product sold is of utmost importance, and is often a defining factor for their business. However in a service oriented environment, what defines ‘quality’?
We recently spent some time considering this, and how we can ensure that we are continually providing the highest quality service and advice. With respect to our implementation and consulting services, we defined quality as:
- Providing a superior product or service
- Exceeding customer expectations
- Attention to detail
- Never thinking that ‘near enough’ is ‘good enough’
- ‘Getting it right’ the first time
And the list went on. In short, we considered quality as the ‘Passion for Perfection’. We felt that if we are not passionate in continually improving our knowledge and practices, then we cannot provide the perfect service.
In this light, we have recently created a new role for a ‘Quality Manager’, and appointed Principal Consultant, (and Quality evangelist) Brad Foot to assume this responsibility. Brad has already implemented fortnightly quality reviews that involve all project members. Each major project receives an internal review from both a technical and commercial standpoint, to ensure that we are following best practice.
Further, Brad is continuing to enhance the technical standards under which we operate, the testing procedures we use, and our implementation methodology, to ensure we learn and improve from each and every system implementation.
We aim to continue making this process an integral part of our culture, so that we provide the best service, and produce the best results, for every project we undertake.