SUPPLIER & CUSTOMER MANAGEMENT
SHAREQUALITY enables organisations to create, manage and maintain a complete view of customers, suppliers and all relevent interactions from a quality and compliance perspective.
In-built management and escalation ensures the electronic capture of issues or concerns relating to the quality of products or services to customers and to help ensure all are managed effectively and efficiently by the appropriate personnel.
A variety of views gives total visibility of both customer complaints (or praise as applicable) quickly and ensures identification of poor processes that need to be enhanced to reduce the possibiulity of customers experiencing unsuitable products or services.
Every customer interaction should therefore be regarded as an opportunity to continually improve the organisations relationship with the external organisation and a mechanism to drive improvement.
SHAREQUALITY provides the facility to keep a record of all customers who have made a complaint or positive comment about the product or service they have purchased or experienced. The information can be viewed and analysed and the response investigated centrally as to status, time to resolution etc - any complaints not being managed effectively can automatically be escalated for action.
In addition, Process Mapping using Nimbus Control 2007 can be invaluable in identifying a specific situation or problem. A process based approach quickly demonstrates problems or problems with process hand offs between departments etc in the end to end process from across the business and can identify the solution to individual issues.