Quality monitoring is vital to improving an organization’s system, customer satisfaction and corporate growth. The first component of such monitoring is assuring service is delivered properly. The data collected through effective quality monitoring reveals a true picture of what is taking place within an organization. Without this data decisions often are based on assumptions and the “best case scenario.” Lack of reliable data also results in lost time and the need to revisit situations where implemented changes fail to meet expectations.
For years the building service industry has understood the importance of performing quality assurance inspections. While having the best of intentions, these inspections often are not conducted or inspection forms are completed improperly.
Various methods are employed to capture the required data. Paper audit sheets remaining is the most widely used form. Although easy to use, paper forms fail to address several key concerns. They cannot verify an inspector actually is at the inspection site at the required time and they can be completed at any time and any place.
The paper method also offers limited data analysis. The form captures key information such as operational concerns or areas requiring improvements and opportunities to increase sales. The information collected, however, is difficult to filter and locate, thereby making it of little value to the user.
The evolution of portable hand-held computers has fostered the use of computer-aided systems for quality monitoring. Software performance features paper replacements, robust data collection and presentation environments. Earlier versions of these systems stored information locally with limited accessibility. With the advent of technological advancements and the Internet, information now can be stored in safe locations and accessed over secure Web-based portals by providers and customers. The data can be filtered and stored quickly and accurately to illustrate trends, strengths and weaknesses. This allows for improved decision-making, rapid response and improved customer satisfaction.