Quality is all about the trust of our Customers

At Support Services, Quality is the foundation of our organization and is fully embedded in our service promise.
This trust is based upon our quality image and our reputation for consistently delivering high-quality service. It has been built up over many years.
We shaped this trust by listening to our Customers, Employees and continuously improving ourselves

Each Support Services employee is involved in and dedicated to achieving high quality standards for our customers through the application of the Support Services Quality Management System.

To sustainably create value and to effectively and efficiently build customer trust, Quality at Support Services is:

  • We provide customers confidence and trust by respecting our policies and standards
  • We consistency meet customers’ expectations by valuing what they value
  • We value our employees with a commitment to personal development, diverse opportunities to grow & an appreciation for making a difference
  • We provide an environment that encourages responsibility and empowerment to continually improve our services & customer experience

We recognize that quality, as perceived by our customers, is typically assessed by observing four measures:

Effectiveness                 

Effectiveness

Do we solve their problem or properly answer their question? We will design our services by focusing on customer’s expectations.

Timeliness

 

Timeliness 

Is it fast enough? We will continuously drive down our time to solution

Effort  

Effort

Do we make our interactions effortless for customers? Our services and inter-nal processes will be continually evaluated and improved to reduce customer effort.

Experience

 

Experience

Do we make our interactions an enjoyable experience for customers? We will develop a culture of customer success through employee empowerment and best in class digital interactions.

 

Quality Objectives FY19