Question

Thank you for your insights on quality. It is a great read. From your post, I can see that the leaders in your organization utilize different communication channels to stay connected with employees and customers. Your leaders are also open to change and address the issues raised by employees and customers in a timely manner. Communication plays an important role in quality control, employee productivity, and customer satisfaction. It seems like your organization has figured that out and has been doing a great job.  

Another thing that I noticed is that your organization (public education sector) regards quality control as the compliance with regulations in all stages of operations. I am curious to know if there is a case where a parent is not satisfied with the quality of service that teachers are providing, even though the products(school choice programs) or services (child health) comply with all regulations. If so, how do your leaders handle the situation?

Answer 1

Solution:

When a parent is not satisfied with the services or the product, we follow the below guidelines,

• Understand their problems and try to rectify the issues they have in mind regarding products and services.
• Challenging the status quo and providing customized solutions if needed to satisfy the consumer.
• Asking the parent to allow us a window of time wherein we can work out the desired solutions for them.
• If nothing is able to solve the issue we provide a full or partial refund of the amount that the parent has paid subject to fulfilling the terms and conditions.

These are the guideline which are generally followed.