Quality Assurance: A Vital Aspect Of Bpo
The process of checking and verifying quality of a product or service to verify that
it conforms to the expectations and requirements of the customer is known as quality assurance. Quality assurance encompasses a series of steps necessary to provide expected quality in product or services. Applying quality assurance standard is a fundamental way of measuring the efficiency of business processes and finding ways and means of improving the processes. There are numbers of standards for assurance of quality that exist. The most important are ISO 9000, Total Quality Management and Six Sigma, a data-driven methodology based on a measurement strategy focusing on systematic process improvement and variation reduction through the application of powerful statistical tools.
Each of these standards has been designed for greater efficiency, productivity and accuracy in business processes by eliminating root causes of flaws in product or service standard.
There are wide ranging benefits of delivering quality assurance of outsourced projects, prominent ones are:
Increased customer satisfaction: Quality assurance improves the business profit through increased customer satisfaction and further help companies strengthening their relationship with customers through providing continuously good service. Customers are also involved in the quality assurance process through variety of marketing tactics which help to determine if customers' needs are being met. It helps to correct any product or service flaws.
Improves productivity or company efficiency: Quality assurance steps are performed throughout the life of a product or servicethis way internal issues, flaws, or problems are constantly being addressed and corrected in order to reduce the loss of time due to re-work or ineffective and/or inefficient practices thus increase and improve its products and services.
Improves business relations: Quality assurance improves the business operation by paving the way for the achievement of specified performance and quality metrics and improving the business relations between the client and
outsourcing service provider. Quality assurance also helps improve business relations by providing on-demand access to live reports containing critical information about project progress, cost structures, operational risks and their remedies.
Improves time efficiency of every single process: Making use of advanced telecommunication and IT systems, and maintaining skilled workforce for delivering quality assurance, helps in improving the time efficiency of single process and improving overall operational efficiency.
Improves competitive strength: When quality assurance is delivered it helps in continuous strive to improve the standards of quality and customer service, which directly impacts customer perceptions about associated products and services. This helps create favorable conditions for the products and services in the targeted markets, thereby allowing businesses to obviously gain a competitive edge.
Helps reduce operational costs: Quality assurance aims to ensure processes are implemented to meet clearly defined objectives, it ensures a product or service is produced or implemented correctly. Cost savings come from various implemented quality management techniques. There is a significant reduction in operational costs when quality assurance is delivered as desired, since loss of time and wastage is reduced significantly when prescribed quality guidelines are properly adhered to.
Improves brand image of products and services: Utilizing the services of a outsource service provider with quality assurance, a company can improve the quality of core business processes in the long run. Most of the outsourced projects directly impact customer satisfaction levels. When providers deliver quality assurance, it automatically results in improved customer satisfaction. The reputation of the business organization and the brand image of company are improved.
Finally, if a third party provider uses a recognized quality standard by following any methodology of quality system, it is a reasonable expectation that outsourced business processes will be in safe hands.
by: Bernard Ipace
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