Quality assurance

In order to provide excellent services, all participants must deliver excellency in a transparent, measurable and verifiable way.

Service quality determines the goodwill of the company, as it has a huge impact on customer opinions. Services are also integral elements of production or commercial activities too – for instance, after sales services, product delivery, warehousing or installment payment options.

 

Why choose this quality assurance system?

xFLOWer is a robust and mature cloud based workflow and business process management solution with quality assurance functionality. Its development started more than 18 years ago, and it evolved through the years based on international business experience and the actual needs of business leaders throughout Europe.

Contrary to other quality assurance systems, xFLOWer is not only a task recording software, in which statuses and deadlines can be administered, but a much more comprehensive, yet easy to use QA system with comprehensive workflow capabilities. 

 

WORKFLOW framework

The xFLOWer quality assurance module is part of the xFLOWer process management framework, including the most required business processes and data sets predefined. Although, all these predefined values can be tailored and expanded as needed during the implementation period or anytime later!

xFLOWer quality assurance is a cloud based solution, however it "only" provides a framework to create a business environment for your company - one in which you don't have to change your systems and operations frequently. Check out the xFLOWer product range - you can access all these features anytime: if you need any of it now, it is available, if it will be needed later, implementation into your existing xFLOWer instance will be flawless.

 

ticketing processes

In the xFLOWer quality assurance module, everything is controlled by business processes to which documents are attached. The processes are guiding all colleagues step by step through the administration tasks, so it is not possible to omit any required step of quality QA processes.

QA processes do not end at closing the cases after completing its tasks. xFLOWer quality assurance manages the whole operative lifecycle of service quality related cases, including processes before and after quality inspection. However, not all operative processes are manageable on the level of quality assurance. Therefore, xFLOWer is equipped with comprehensive workflow capabilities, enabling the management of all operative processes. Some examples of xFLOWer processes include, but are not limited to:

Of course, you are free to decide what processes you use, however, we will suggest some processes to start with. Basic quality assurance processes – inspection points, customer satisfaction surveys and quality system processes- are all included by default.  All these processes can be tailored to your exact needs during the implementation period. In case you would like to use different processes, it is possible! Just have a look at all xFLOWer Cloud modules and find the processes that best fit your needs.

 

QA data sets

xFLOWer QA module includes customer data sets by default, however, you are free to decide what further types of data you want to store and manage. The possibilities are endless: store partners’ contact persons, premises, payment habits, or unique data types such as employees’ foot size, language knowledge, political relationships or the GM’s kids’ names - really whatever you may imagine!

In case you have existing data sets in different systems, it is possible to establish interface connections to these systems. Hence, there's no need to re-enter existing employee data into xFLOWer during implementation.

In case you need different data sets, not only a customer database, it is also possible with xFLOWer. Create data sets for HR, real estate, receivables, accessories, partners or anything else. Business processes will always be attached to the appropriate data set.

Therefore, quality assurance processes can be started for customer data sets, operational processes or projects – in a word: everything.

 

HOW xFLOWer QA works?

The above service management processes are often done through customer care operations. Therefore, customer interactions are also elements of quality assurance processes. xFLOWer Cloud offers the opportunity to objectively measure quality performance through predefined KPIs which can be extended as needed during the implementation period with your own – even subjective, but definable – quality criteria. The existing quality policies can be implemented in the module with automated process steps in some cases.

 

Practical use

The below example shows quality management in the case of incoming service requests.

  1. Incoming service request – Incoming requests (from projects, new business or after sales) are recorded in the module by administrators.
  2. After recording the request, the module starts the predefined service or other service processes
  3. The module delegates all tasks defined in the process and monitors their completion.
  4. The module also monitors deadlines, criteria for completion and the performance of sub – tasks alike.
  5. The appointed responsible and leaders are updated about the completion
  6. At the end of completion, the module sends a detailed report to the responsible leaders so that the process can be analyzed and further improved.

 

Ready to use solution

Even the best system can’t provide a complete solution if operational processes are designated erroneously. For this reason, ready – made processes based on international best practices are integrated into all xFLOWer modules, which ensure professional organization of work from the first moment of usage. This unique feature enables business leaders to redefine operational processes solely by appointing coworkers for certain tasks – the rest is done by xFLOWer.

xFLOWer Cloud quality assurance module contains all the above features and enables the definition, management and automation of all operational processes regardless the number of processes, users of documents involved. By automating certain tasks, resources are freed within the organization, hence saving costs, time and energy for your enterprise. Therefore the company is enabled to focus on sales, clients and the constant development of its core competence to retain its competitive edge.