Approach
to ensuring client satisfaction
AMITA’s success is built on repeat business
and a solid reputation for quality and client satisfaction.
Contributing to AMITA’s consistent high levels
of client satisfaction is our mature quality system
and a program for client satisfaction measurement.
amita's mature quality system
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 with 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:
Formal reviews of each contract prior to
acceptance to ensure the company has the capability
and capacity to satisfy all requirements
Risk assessments
A project life cycle and related procedures
addressing all stages of the software development
process
Formal design reviews
Document and data control procedures
Quality controls throughout the life cycle
A formal corrective and preventive action
process ensuring the underlying causes of
all problems and potential problems are satisfactorily
resolved
Internal quality audits to assess the effectiveness
of the quality system
Surveys of client satisfaction at the end
of each consulting engagement
Regular management reviews of corporate
quality indicators
iso 9000: a tool for client
satisfaction
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. AMITA’s Customer Satisfaction
Survey 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. 2) project manager
evaluations of performance
An AMITA Project Manager Evaluation of Performance
Form 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:
to evaluate the project’s
performance,
to identify problems and challenges
encountered during the project and how they
were solved,
to make recommendations on
how to avoid the recurrence of problems in
future projects, and,
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.
AMITA’s Project Review Form 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.
conclusion
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.
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