Service Quality Management

In our everyday lives we receive different types of services – for example at the grocery store, restaurants, hair salon, bank, doctor’s office…and the list goes on. Each time we interact with someone who provides us with a service, there is an expectation of how that interaction will proceed and what we will get from the service being provided. In business, this expectation is a key element of Service Quality.

Businesses succeed when there is strong customer loyalty, brand awareness, and great recommendations and referrals from customers. Customers are more likely to be loyal to a brand and to recommend a company when they experience great service. We encourage businesses to provide excellent services to their customers and we help them to achieve this through activities known as a Service Quality Management System.

Is this for me? Yes!

Regardless of the type of business, we can help you to improve how you manage the quality of the services you provide.

I already have a Customer Service program, should I still use this? Yes!

Customer Service is great and we all need strong programs. However, this is more than just a Customer Service program. Learn more about Management Systems…

What Does Success Look Like? Continual improvement!

Many businesses worldwide have seen improvements in customer satisfaction and retention, employee engagement and ultimately their bottom line through utilization of a Service Quality Management System. These improvements are the results of activities such as:

  • Identification and closure of gaps in the business related to Service Quality;
  • Improved internal and external communication;
  • A better understanding of customer expectations and the internal processes designed to meet them;
  • Alignment of Service Quality Objectives with Business Objectives;
  • Demonstrated commitment to Service Quality;

Onazry Quality Bees

We are committed to providing excellent services to our clients. We work relentlessly to ensure the needs of our clients are exceeded. We work quickly, efficiently and effectively with a united effort to achieve excellent Service Quality for our clients. We are the Onazry Quality Bees.

  • We ASSESS your level of success with managing the quality of your services (Service Quality Management). We compare where you are now with where you should or could be according to recognized standards. We review Service Quality expectations of your customers (internal and external), along with your Business Objectives and international standards (e.g. ISO 9001).
  • We will help you to SOLVE known or potential issues by providing pragmatic solutions tailored to your needs and your available resources. We work with you to prepare a realistic plan to improve your Service Quality Management System.
  • We will help you to review and IMPROVE the activities that impact Service Quality. We will help you to update your internal and external communication processes, update your business policies and procedures, and organize your documented information.
  • We provide additional SUPPORT that will be customized to your specific requirements. We will work with you to complete a Service Quality Assessment, develop your policies and written program, and coordinate your upgrade activities. We provide education and coaching to through our Onazry Quality Academy.


Why wait? Contact us today to arrange a free phone to discuss how you may use a Service Quality Management System.