Perfect Feedback that drives consistent improvement in quality system

Feedback is one of the key elements when it comes to building product or services. With feedback at all levels, internal or external to an organization, innovation leads a change within the function resulting in continual improvement. A consistent leadership commitment, management’s support and employee engagement has a catalytic effect on the development and quality of any product and or service. It triggers a change in the structure or working, bringing some sort of improvements.

The feeling that drives a change in any form of function or authority is feedback. This helps in improving the quality of the product or services being provided.

Performance optimization of the Quality System

Organizational performance optimization involves feedback mechanisms such as external or internal stakeholders. External feedback provides the opportunity for an organization to learn what customers fail to solve a problem or lack of skills, where internal feedback detects patterns that could lead to innovation and growth in your organization. Feedback is used at various levels to assist leadership teams to make decisions and take corrective action that changes to better suit the needs of their staff as well as customers who are fulfilled by the standards set by their expectations.

Playing the feedback cycle

Feedback is very important in the organization structure where triggers play an active role in enhancing the sense of community. Feedback increases the speed of change and gives an overall understanding at all levels of management. Quality of a product or service automatically upgrades due to employee engagement. The companies that strive for excellence go through their due diligence through engaging in multiple feedback loops at different levels. This continuous feedback cycle together with employee engagement and management backing manage to have a catalytic effect on the improvement of products or services.

The PDCA is a framework for thinking clearly about continuous process improvement. Basically, the PDCA offers a feedback loop for truly clear thinking about improvement. Read more here!

Feedback at every level, inside and outside the organization, acts as a catalyst for growth and innovation. The quality of products or services improves drastically when all the employees work together in a constructive way. When change is constantly driven by the top hierarchy within the company.

Feedback is an important element of the organization function which must be fixed at all levels internal or external in order to change anything. Management commitment, support as well as employee engagement is much stronger when effective change results in improvement in quality.

How to build success around your feedback?

Questions to ask for clear understanding of the internal and external customers in the organization:

1. Why is quality feedback important for your business?
2. What tools can be used to obtain quality feedback?
3. Who can provide quality feedback?
4. How to set up a quality feedback system?
5. How to get feedback to improve your quality system?
6. How to utilize feedback (data) to improve your quality system?
7. How to react to negative feedback?
8. How to plan & implement follow-up actions?
9. How to determine the effectiveness of changes and progress?
10. When to start the “feedback cycle” again?

Points to remember

1. Don’t rely on the status quo
2. Get everyone involved
3. Conduct a survey
4. Automate for consistency

Managing feedback and being successful

Step 1

1. Interviews to get feedback.
2. Quality meetings to ensure feedback is needed.
3. Internal & external projects to collect feedback and quality of work.

Step 2

1. Assign tasks to individuals.
2. Manage the project to make sure it doesn’t fall through the cracks.
3. Use a Gantt chart to make sure your tasks are on-time.
4. Analyze data and share results.

Step 3

1. Identify the most important metrics.
2. Regularly share these metrics with everyone.
3. Use metrics to drive improvements.

Feedback is an essential element of an organization’s function. Without knowing whether changes need to be made, there is no means by which anyone can grant their support or engage with the necessary information required to support a decision.

How to find the best quality from customer feedback?

It’s impossible to always combat the typical customer problems and dissatisfaction because businesses are unable to always please customers. Fortunately there are ways to find out what the customers like and dislike through feedback. Collected feedback is essentially the opinion of the customer to the company, and it is better to know how the customers feel and how they rate the company. This information helps businesses identify shortcomings of the company and how to improve it. After collecting the feedback, it is essential to assess how satisfied the customers are based on the collected feedback and their respective scores.

There are different types of feedback which deserves separate assessment such as customer performance, sales, and progress towards company goals.

Make your employees happier to improve customer service

What would you do to make your employees happier to improve customer service? Learning how to be a better people manager will not just transform your company and grow it, but it will improve customer service as well. There are many ways to achieve this goal, for example, a manager can create opportunities for employees to learn more about what they do and to be able to develop skills to do something new. It can also be as simple as communicating well with employees, giving them feedback and cooperating.

5 Tips to build a perfect feedback system in a pharmacy

Recognizing the need for an efficient system to give out feedback, pharmacies should work to develop an efficient system. A well-designed system will create better relationships with patients and better health outcomes.

1. Have an easy-to-navigate feedback system that is clearly marked at the pharmacy (e.g., a reception clerk).
2. Make the information visible, but out of the way of a customer’s convenience. For example, return policy on all purchased items and community services a pharmacy offers.
3. Have a system of recognition for patients that post feedback online and other platforms. When their feedback is positive, send them a loyalty program or discount code for their next purchase.
4. Train staff on how to plan for patient issues. This is the only action where the action to improve products and services is started.
5. Use a system that is multifunctional and able to deal with all types of feedback that you can easily analysis and share.

So, what is the perfect feedback quality system?

A perfect feedback quality system should be able to provide customers with the opportunity to voice their opinion and their experiences on the product/service they’re buying. This way, products & services can be revised and improved. A rating system to access pharmacy services would be a perfect feedback quality system.

Summary

The feeling that drives a change in any form of function or authority is feedback. Feedback at all levels within an organization brings innovation and change, helping with continual quality improvements through organizational leadership commitments and managerial supports, as well as employee engagement which in turn catalyzes production of a quality product or service.

Bonus topic – Creating a Social Media Quality System for Pharmacy Professionals*

The importance of consistency and accuracy in social media marketing is not easy to ignore. But before you can focus on creating a quality system for social media, you have to ask yourself a few questions: What’s the end goal of your social media marketing? What’s the best way to reach that goal? You can choose to use a standardized method to promote your social media efforts, or you can build a custom system that works for you. The best way for you to determine which method is best for you is to clarify the potential benefits and risks, and then decide which approach is best for you.

Social media quality is essential for any organization to consider. The benefits of implementing a quality system for social media include: improving the brand image, improving customer experience, and decreasing operational overhead. Implementing a quality system for social media can be as simple as defining the goals of the social media presence and aligning those goals with organizational goals. This will minimize any risk of the wrong message going out. For pharmacy professionals, one of the benefits of a social media quality system is that it will improve the quality of products and services. A properly implemented social media quality system will help protect the online reputation, create an awareness campaign for safe and effective use of medicines, improve patient compliance, encourage professional consultation, benefits of purchasing quality-assured medicines, and so on. A few other benefits are improved customer experience and increasing visibility of the pharmacy profession.

*Bonus topics are selected based on our readers’ interest. You can read more in the future.

What’s Next on PharmaRead.com

The search for feedback management – The perfect gig of customer feedback – Stay tuned!

Disclaimer: The views and opinions expressed on PharmaRead are those of the authors and do not necessarily reflect the official policy or position of any agency or organization. PharmaRead articles are provided for information only with focus on global health, pharmacy practice, and healthcare systems in Low- and Middle-income Countries (LMICs). Readers should seek expert opinion for use, implementation or application of this knowledge based on their individual circumstances.