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CUSTOMER IN CONTROL - CARRYING OUT RANDOM SPOT CHECKS

Offers »  Customer in control - carrying out random spot checks

Motto: „Everybody can make a mistake. The thing is they must not make the same mistake twice.“

Owners want to fulfil customers´ needs, for it is the only way how to make money. Once they have had to hire employees, information and data about the quality of work done and how the requirements of customers are being met will begin to be doctored. The reasons are, for the most part, human and well known:

• insufficient capacity
• unfamiliarity with own specialization
• unfamiliarity with process procedures
• latent processes
• poor communication
• failure to keep records
• laziness and lies
• pilferage of orders
• and the like.

Regrettably, it does not matter which cause of the above it is. The customer is often fed up as a result, and the owner does not even have the slightest idea why the company is losing customers. The workers do everything well, all the reports (in case the reports indeed exist!) compiled by them say so, for that matter. Surely they will not tell the owner that:

• they made the customer change the deadline date,
• they were late without calling to apologize,
• they do not know how to say hello,
• they, through their own failure, took one day longer to complete the order,
• they borrow tools from the customer,
• they do not offer new products as agreed,
• etc.

Normally, the customer´s behaviour is like this: they endure such a bad treatment somehow, but will never come back to your company again. For those who complain or demand the quality they have been promised are often designated as „troublemakers“ for whom they allow a %.

Offer of customer audit

In practice, spot checks carried out randomly by the customer have proven very effective. The company´s workers have no idea the customer who is just contacting them is actually an inspector hired by the owner. „The customer inspector“ will check the employees´s work and assess not only the way they fulfil the specified activities, the way they communicate, but also the solution they propose, a possibility to satisfy the customer´s needs and suggest possiblitities for improvement. The customer inspection effectively helps to do away with operational blindness and negative attitudes towards the customer.

Procedure of customer audit

1. Finding a suitable position for inspection
2. Setting assessment criteria
3. Selecting suitable workers and customer inspectors/auditors
4. Carrying out 1 inspection and more (as the customer desires)
5. Inspection assessment and conclusions
6. Presentation of results
7. Proposals for improvement for your company

Assessment criteria developed and procedure of the customer spot checks will be there to stay for your further monitoring of the metrics and the quality of the company´s processes. Subsequently, you will use everything also for your existing or upcoming system according to the standards ISO 10002, ISO 9001, ISO 14001, OHSAS 18001, ISO 20000, ISO 27000 and others.

**We are not aiming to catch the employees unawares, but to help identify hidden spots that harm or may harm your interests and the interests of your customers. Our data and records will contribute to your employees´ further education and career development. **

According to our experience, the customer audits work well in construction, shops, trading, customer service and other branches.

Price

The price to be paid for customer spot checks including elaboration of the steps specified above ranges from under CZK 2.000,– . It depends on the checked spot´s location, the total number of checks, the complexity of the company, the needs of a specialist in your profession.

The offer prepared by „Jiří Střelec“, a consultant:http://www­.ownway.eu/jstre­lec/ He is the contact for your customer audit order, too.

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