SURVEY RESULTS FEBRUARY 26th, 2009
BUSINESS PROCESS HEALTH SURVEY
In a recent poll, conducted by Whataboutquality.com of 89 partner organizations representing a diverse mix of service, product, profit, non-profit, geographic regions, employee count, revenue, income, several interesting results were revealed.
Trends / Indications
The first fact that was clear: we are indeed a service society, with 40% of the participants represent purely service and the entire balance of firms representing both product and service provision.
The next unfortunate result is that more than 75% of all organizations surveyed have confirmed that the economic downturn is affecting their bottom-line profitability, and 50% of all firms reporting said those negative effects were significant.
When respondents were asked what few key characteristics defined quality, in the eyes of their customer, the most popular response was: the product or service met my requirements. The next two most popular responses were: it worked like I expected and it was a good value, worth what I paid for it.
These three characteristics represented how 80% of customers define quality.
When asked how the respondent would describe the quality of their service, the predominant response was: best in class. Obviously firms believe their offerings to be superior in quality. All responses were at least: above average. No firm believes there to be issues with the quality of their service or products.
When asked if there was room for improvement in their operating costs, 60% of those responding said yes, and 40% said they felt their costs were under control.
40% of the firms surveyed said they were struggling to maintain income and 20% said they were profitable, but concerned.
Overall, Delivery and pricing were not as important or as much a concern or issue as Quality.
Do you offer product(s), service(s) or both?
How much is the economic downturn affecting business?
How would you define QUALITY in the eyes of your customer?
40% met my requirements
20% good value
20% it worked like I expected
10% competent staff
5% on time delivery
5% competitive price
As far as the QUALITY of your product or service, would your customers describe your QUALITY as:
60% best in class
40% above average
As far as the DELIVERY of your product or service, would your customers describe your ON-TIME DELIVERY as:
40% best in class
20% above average
20% unimportant / n/a
As far as the COST of doing business, would your Owner / Management Team describe your COST of doing business as:
40% above average
60% opportunity for improvement
As far as the PRICE of our products or services, would your Customer describe your PRICES for products or services as:
80% above average
How would your describe your firm’s financial performance (INCOME) situation?
20% profitable but concerned
40% profitable, not concerned
If you’re ready to regain profit through quality and business process improvement contact Mike Weekes at WhatAboutQuality.com today.
on the web at http://www.whataboutquality.com
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