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Want satisfied customers? Implement a quality management plan

Image of BC Hydro's Steve Quon
BC Hydro Alliance of Energy Professionals team engineer Steve Quon offers some advice to Alliance members that can pay off in return business and the type of word-of-mouth that attracts new customers.

It takes some planning to deliver on outstanding customer experience

The way Steve Quon sees it, everyone in a business is responsible for customer satisfaction. And being able to satisfy a customer's need is a measure of quality.

That's why having a quality management (QM) plan is so critical. An engineer with BC Hydro's Alliance of Energy Professionals team, Quon says that a QM plan is a step-by-step process that allows you to meet your customer's needs and ensure their satisfaction.

And meeting those expectations isn't easy. New technologies are constantly being introduced, and it can be a challenge to stay informed about changing legislation and fluctuating budgets. With fierce competition, and markets in constant flux, having a QM plan in place is vital.

Elements of quality management plans

Start with a commitment from company owners and managers. Many firms have processes and procedures in place. If you do, take advantage of those existing systems and begin to formalize or draft a company policy about QM.

After that's done, consider the following:

  • Establish a system for document control and records management
  • Maintain employee training and records of their training
  • Implement inspections or follow-up calls once services are completed
  • Develop a process for resolving customer complaints
  • Make sure that corrective actions are taken
  • Put preventative measures into place to prevent recurring issues

How you can you benefit from a quality management plan

A QM plan ensures that consistent processes are in place and are followed from customer to customer, resulting in superior customer service. When your customers have a good experience, they will keep coming back and they will tell others, which results in opportunities to grow your business.

Quality management plan training sessions coming soon

QM plans are becoming an essential tool for businesses. At BC Hydro, we're working on improving our internal processes to make our programs quicker and more efficient for participants.

QM plans are something the Alliance team wants to see being used more widely within the membership, so we'll support you in developing and implementing them. It's a win-win for us and for our Alliance members when customers are satisfied and energy savings are realized.

Recently, in Coquitlam and Victoria, members of the Alliance had an opportunity to attend education sessions on the topic of QM. At the events, attendees completed surveys to help us develop future QM training sessions, which we'll be offering in the months ahead.