Quality Service Management Methodology

Quality is the driver for the success of any organization. Defining quality parameters to achieve excellency of the services provided to clients, and working according to those parameters, is the way for organizations to ensure customer satisfaction, increase competitiveness, and to grow in a sustainable way.

What is Quality for Crossjoin?

Crossjoin has defined a Quality Service Management Methodology focused on four Quadrants which are continuously monitored, to guarantee excellency of the Quality of Service in each delivered project. The methodology ensures that all projects are continuously evaluated considering these four quadrants, to identify problems or any potential risk, and report to the project responsibles, so they can act accordingly.

O Staff quadrant is focused on team members satisfaction with the project. The methodology guarantees that team members project goals are well defined, and will be monitored and reviewed periodically, for the successful achievement of the defined goals.

O Client quadrant focuses on assessing clients satisfaction according to projects progress, as clients satisfaction represents a strong indicative of the service provided.

O Budget quadrant is concerned with the tracking of the budget allocated to projects, in order to identify any potential deviation earlier, and act if necessary.

The Quality Service Management Methodology defines the project Deliverables required for an effective project management, and the quadrant Deliverables objective is to monitor all projects so they can produce the respective documentation properly. Project Deliverables gather all relevant information related to the project and shall be maintained up to date. Depending on the type of project Case Studies shall also be managed to be produced to enrich Crossjoin’s knowledge base.

The Quality Service Management Methodology has defined quality parameters for the evaluation of each quadrant, based on excellence criteria for the projects. Every project is evaluated in the four quadrants considering those quality parameters, and the overall evaluation provides a global vision of the state of the project performance, which will guide the project responsibles on conducting the projects towards the defined Quality patterns.

Artigo por: Daniela Serrano & Daniela Franco

our Quality Management team