Konzept & Markt > Services > Quality Monitoring

QUALITY MONITORING

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Fields of application
  • Measurement and analysis of customer, employee, member or trading partners‘ satisfaction.
  • Often used in the commercial sector and for non-profit oganisations. 
  • Use as a tracking or controlling tool for monitoring the success of measures taken.
Your benefits
  • Simple execution, high clarity and stringent reporting.
  • Individual adaptation to your requirements.
  • Development of time series and internal benchmarks.
  • Clear recommendations for action to improve the level of satisfaction.
  • Valuable support in optimizing an organizations cost and investment planning. 
Strategic Analysis
  • Clustering of individual services into strategic performance factors.
  • Positioning of performance factors in a strategic portfolio based on driver effects and satisfaction.
  • Goal: What should you concentrate on in order to effectively increase the level of satisfaction with your company?
Analysis of Strengths and Weaknesses
  • Analysis of strengths and weaknesses of individual services within each performance factor.
  • Measurement of the driver effect of each service within the performance factor.
  • Measures: With which of your services can your company achieve your strategic objectives?
Method
  • The quality monitor does not inquire the importance of separate performances or performance factors directly.
  • The driver effect is derived from the statistical connection between performance and satisfaction.
  • The quality monitor uses factor analyses to identify performance factors and regression analyses to measure driver effects.