MEASUREMENT/BENCHMARKING

To measure the impact of Service Quality Institute's learning systems we suggest you track the following on a monthly, quarterly and annual basis to see first hand the results from our employee training. By building self worth and developing professionals our employee training programs will help you impact these 16 areas.

1. Sales                                                           
2. Market Share             
3. Profit                       
4. Defection Rate             
5. Customer Count           
6. Customer Complaints
7. Customer Satisfaction
8. Repeat Business
9. Employee Turnover
     a. Actual Number
     b. Cost to Replace 
         Employees
10. Shrinkage/Theft
11. Tardiness
12. Absenteeism
13. Workers Compensation Claims
14. Grievances
15. Claims
16. Customer Service Performance Standards

Effective measurements require that:

1. All employees go through the employee training.
2. Service Quality Institute's learning system be used for all employees so we build their self worth.
3. The return on investment be measured by total dollars invested in our technology so we develop professionals.
4. Service Quality Institute can design and help evaluate the measurements. 

    Before and after measurements with hard data for each step/phase are encouraged.