AMITA’s success has been built on repeat business and a solid reputation for quality and client satisfaction. Contributing to AMITA’s consistent high levels of client satisfaction are its mature quality system and a sophisticated program for client satisfaction measurement.
In 1996, AMITA became one of the first information technology organizations in North America to achieve the internationally recognized ISO 9001 certification for its software development and customer support processes. In addition to the requirements of ISO 9001, AMITA also complies to the requirements stated in ISO 9000-3 (software development) and ISO 9004-2 (servicing). AMITA has gone beyond the minimum requirements of ISO 9001 by adding these additional standards to its scope of registration; the result is a more advanced quality system that delivers even greater levels of customer confidence that AMITA can deliver on its commitments. And, in May 2000, AMITA became the first organization to be audited to the new ISO 9001:2000 standard by the Canadian General Standards Board (CGSB). Recognition of the company’s continued leadership role in quality in the IT is evident as AMITA becomes the first Canadian organization to receive registration to ISO 9001:2000. The company’s dedication to quality enhances the respectful, customer-centric employee attitude that underlies all of AMITA’s software development, support, maintenance, consultation and program management services. AMITA’s mature quality system and its underlying software project life cycle ensure high quality solutions are delivered on time and on budget. Elements of the quality system include:
ISO 9000 is a series of standards developed by the International Organization for Standardization (ISO). Although often referred to as quality standards, these are actually management standards that describe the critical ingredients to ensure customers are provided quality products and services. Following a successful registration audit by an independent accredited registrar, the company is granted certification to one of the ISO 9000 standards (ISO 9001 applies to design). The purpose of ISO 9000 is to provide customers with confidence that the supplier has a documented, effective and independently verified management system. The ISO 9001 standard has 20 elements describing the minimum requirements of sound business practice; the validity of any of the requirements is rarely disputed. Examples of ISO 9001 requirements include: a customer complaint resolution process, formal design reviews, testing of all deliverables, reviews of requirements before accepting contracts, and regular audits to verify compliance and the effectiveness of procedures. The success of any tool is directly dependent on the skill of its users. Organizations failing to gain value from their ISO 9000 registration have used the tool wrong. The ISO 9000 standards simply state the mandatory elements required to assure quality in deliverables; they do not specify how to achieve compliance. When ISO 9000 critics point to massive overhead, bureaucratic procedures, unnecessary processes, slow cycle times, etc., they are describing examples of ineffective applications of the standard. AMITA has designed an innovative and robust approach that ensures high quality while maximizing efficiency, a factor not attributed to many ISO 9000 registered organizations; in other words, AMITA has developed a "lean" quality system that delivers value and maximizes return on investment. AMITA’s dedication to continuously improving its quality system has enabled it to develop and refine a corporate asset comprised of knowledge, lessons learned and best practices: a mature quality system that ensures the satisfaction of all AMITA clients.
An effective measurement program is dependent on measuring the right variables and using this information appropriately. AMITA’s client satisfaction measurement program measures several variables: 1) client satisfaction surveys, 2) project manager evaluations of performance, 3) project reviews, and 4) client retention data. 1) Client Satisfaction Surveys Quality as perceived by the client is the most important single long-run determinant of market share and profitability. The Customer Satisfaction Survey in Appendix A is used after each consulting engagement. The Client Satisfaction Survey starts by asking the client to list the three factors that they consider the most important to their purchase decision. This data can be used to focus on the specific needs of that or similar clients. The client then rates on a five-point Likert scale their level of satisfaction with the work performed in terms of schedule, budget, quality and the price they paid. These variables are identified as the key variables for assessing value. Respondents are asked if their account manager over-promised and/or under-delivered. A true measure of customer satisfaction is repeat business; respondents are asked if they were more likely to do business with AMITA in the future based on the results of the evaluated work. Similarly, AMITA’s performance is evaluated relative to its competitors. The mean is calculated to produce a single rating of client satisfaction for the project. The survey concludes with two open ended questions soliciting additional feedback such as suggestions on how to better serve clients. Completed surveys are distributed to management and project staff. The results of all surveys are compiled in a spreadsheet for analysis and review by management on a quarterly basis.
Most companies claim to deliver high quality products and service. However, recent research by the Standish Group found client satisfaction was severely lacking in the IT industry. The study found that only 16.2% of software projects are completed on time and on budget. AMITA belongs to the elite class of IT organizations that can consistently deliver on time and within budget. Surveys of client satisfaction during the 1998-99 fiscal year revealed that:
2) Project Manager Evaluations of Performance The Project Manager Evaluation of Performance Form contained in Appendix B is completed by project managers upon completion of a project or per diem contract. This measurement is closely aligned with the Customer Satisfaction Survey to allow comparison and easy identification of variance. Occasionally, clients do not respond to repeated requests for feedback on AMITA’s performance. Given the high correlation between project manager performance and client satisfaction, the project manager’s evaluation may be indicative of performance. 3) Project Reviews Project reviews are conducted upon completion of significant projects at the discretion of the Delivery and/or Quality Manager. The purpose of project reviews is: 1) to evaluate the project’s performance, 2) to identify problems and challenges encountered during the project and how they were solved, 3) to make recommendations on how to avoid the recurrence of problems in future projects, and, 4) to suggest any improvements to AMITA’s existing quality system. The Project Review Form contained in Appendix C also contains a rating scale that is completed by each participant in the review. This data is compiled to form an aggregate rating of project performance. The results of Project Reviews are reviewed by management each quarter. 4) Client Retention Data "Quality and customer satisfaction are still very important, but customer retention should be the organization’s ultimate test of success." Customer retention data is tracked and analyzed each quarter to identify trends. This data is reviewed by AMITA management each quarter.
AMITA has invested heavily in designing, implementing and evolving a management system that enables the company to consistently deliver on time and within budget. Extensive measurement of client satisfaction shows that the system is working and that AMITA clients are very satisfied.