Rating: 4.9. Number of organizations: 254

Countries: All
Operating system: Windows, Android, macOS
Group of programs: Business automation

Software USU

Service quality management

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Service management in the USU Software system contributes to the growth of this quality when serving both customers and items accepted in service. To the simplicity of description, let us assume that we are talking, say, about a repair shop where all types of household appliances are ‘repaired and soldered’. Instead, there can be garments, office equipment, industrial equipment, housing - the program is universal and has a basic set of functions and services, and can be used at any enterprise, regardless of the scale of its activities.

In this software configuration of service quality management to become an individual program, it is enough to configure it taking into account the individual characteristics of the enterprise, which include assets and resources, staffing, branches, cost items, and sources of funding. According to this information, the regulations of business processes, accounting procedures, and their management are determined, according to which current activities are carried out. The quality of work begins not with the service itself, but with the quality of its organization and management, thus, automation is the best way to move to a qualitatively new level in all aspects of the enterprise, whatever it is doing.

If we talk about the quality of service, then we should immediately say that management accounting the quality of service configuration has to obtain an assessment of the performance function directly from the consumer, which is implemented by sending a request to evaluate all stages of the order, from its acceptance to the high-quality operation of the product after several days when different nuances could be revealed as a result of an unscrupulous repair. To send such a request, the configuration of the quality of service management offers several types of electronic communication - e-mail, Viber, SMS, voice call. All these formats can also be used to organize advertising and informational mailings when promoting workshop services or to automatically inform the client about the readiness of his order.

How to improve the quality of service within the enterprise? Here the motivation of employees rests on personal responsibility and material interest, and the service quality management configuration tries to solve these issues at the lowest cost. It should be said that all operations performed by employees are marked with their logins - this happens when the employee enters his results into the automated system since now it is the system that evaluates his work, including the reliability of the information posted. Each employee has a personal username and password to restrict access to service information and provide him with only the amount of information that is needed to perform work within his competence.

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The quality system configuration tries to protect the confidentiality of service data and personal information of the user, so the user only works in personal electronic logs, to which the management has access, under whose control the employee himself. This access is needed by the management to check the compliance of user data with the real state of affairs in the workshop - such a procedure is regular, to speed it up, an audit function is proposed that generates a report that contains new operating indications structured by date and users and revised old ones added to the control configuration quality of service since the last check.

The duty of the staff is to add the results of their work to personal journals promptly, and the automatic calculation of piecework wages encourages them best of all - the automated system calculates the amounts that are recorded by the employee in his journal as completed. Thus material interest is satisfied - the more you do, the higher you get. You can ensure that the service quality configuration always receives up-to-date updates from the front.

To increase responsibility for the operations performed, the personification of activity is used - it is labeling. Receiving an order from a client is accompanied by placing an application in a special form - an order window, where the operator enters the initial data on the accepted equipment - name, brand, model, year of manufacture, problem. It should be noted that due to the special format of the window, registration takes literally seconds, during which the configuration of the quality of service management calculates the cost of the order and generates all accompanying documents to it - an invoice with a list of all operations and materials, an act of transfer acceptance with a picture of the equipment, the specification for the order to obtain the required materials and parts.

The main thing is that the configuration for the quality of service management itself choose the contractor from the list of specialists, taking into account his employment, and he, when performing work, register their readiness in his journal, which immediately identify the culprit in the repair that does not correspond to the established quality. Here personal responsibility manifests itself - few people want to redo their work for free, even if they own.

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The system automatically generates the entire workflow, the management of the deadlines for each document is given to the built-in scheduler, which operates on a schedule. The task scheduler is a function that monitors the due date of automatic work according to the set schedule for each, including for data backup. Among the automatically generated documents - financial statements, all invoices, standard contracts, receipts, route list, the order specifications, terms of reference, and others. The documents meet the requirements, have an officially approved format, a set of forms for any purpose with requisites, and a logo is enclosed specifically for this task. Automated management of calculations provides the aforementioned calculation of piecework wages, calculation of the cost of work, determination of the cost of orders.

At the first start of the program, to automate the calculations, all work operations are calculated, taking into account the norms of their implementation, as a result, each has a value expression. The norms and rules for the performance of work are included in the regulatory and reference base, it monitors industry regulations for amendments to them and monitors the form of reports. The same database contains all instructions for carrying out repairs, recommendations for accounting, calculation methods, formulas, regulations, reporting rules.

At the end of the period, the workshop management receives a pool of management reports with an analysis of all activities in the form of tables, graphs, and charts with visualization of indicators. The marketing report evaluates the productivity of the sites used for promotion, according to the volume of profits brought from those customers who came after receiving information from them.

The client report shows which of them was the most active and brought more income and profit, which of them is more loyal - this is the frequency of calls, who should be supported.

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Service quality management