Quality management has become increasingly focused on data. More specifically, industries are focusing on gathering meaningful data that helps leaders spot trends and drive improvement. But when it comes to quality programs, gathering and analyzing quality data can involve hundreds of thousands of data points. It can quickly turn into to an overwhelming amount of information gathered from several different sources. The trick is finding ways to centralize your data and finding tools to help you analyze it so you can drive improvement to reach your ultimate goal of brand protection.
Centralize Your Data
“Use the data to help you understand really what the full picture is…and to help you optimize your actions.”
– Andrew Joiner, CEO of InMoment*
The first step to climbing out from under all of the numbers and paperwork is to bring you data together in a central location. This creates a single source of truth that is more accessible. Plus, if you choose a digital solution, your data can also be searchable. Better visibility of your data lets you spot trends, prevent issues, and tackle problems at their source. Fixing the root of a problem leads to better brand protection, which means customers have a better brand experience. Not only do you increase transparency, but more visibility provides new ways to see and use the data, enabling you to prioritize information that helps you move toward your organizational goals.
Use Tech for Better Insights
“Create a single source of truth by combining different data sets and having a machine learning and giving people specific recommendations to focus on.”
– Sean McDade, People Metrics*
With your data stored in a central location, it is possible to leverage the voices of your customers and employees to build a better brand experience. It is no longer enough for businesses to rely solely on quality data. To stand out companies need to start listening to and using the voices of the customers and employees in conjunction with quality data to shape brand experiences. When you understand how your employees and customers interact with your brand across locations you can see the full picture of your brand experience.
As an example, when issues arise, it’s tempting fix the problem without finding the root cause. But if your information is stored in a single location, and you have a robust way to analyze your data, you can combine the brand experience with the Voice of Customer and the Voice of Employee to your quality data and pinpoint the cause of the problem and prevent it from repeating.
Brand protection is more than sticking a Band-Aid on the problem (e.g. a one-time fix or one-off solutions) — it is a continuous process, aiming for long-term solutions. By incorporating the voices of your employees and customers with your quality data metrics, you can find meaningful insights giving you more visibility so you can pinpoint and solve problems at their source.*Content and quotes in this article were taken from the CEO panel discussion at RizePoint’s 2018 Engage user conference.
Turn metrics into meaningful insights that ultimately support your brand protection goals. RizePoint’s quality management software can help you integrate many data sets so you can visualize quality data with the voices of your employees and customers to find the meaning within your metrics.