Quality thru Customer Satisfaction and Service
iGouge’s business and work model is committed to integrating best practices and cost savings into its professional support services across the Virtual SYSCOM thru:
- Do what is right
iGouge will disseminate these best practices among its employees and team members through the following methods:
- Ongoing Continuing Education;
- Company-Wide Training, Podcasts, and Social Collaboration
- Drive to become ITILv3 trained.
iGouge first management principle as a professional service organization is centered around customer service and quality. By quality we mean that iGouge operates as a professional organization that provides a team of experienced professionals, each with unique strengths. The iGouge team is trained to integrate themselves into the client’s operation and to adopt the client’s goals, practices and mission as rapidly as possible. Each and every iGouge engineer and technician knows that unless we make our clients successful, iGouge cannot be successful. The best indication of high quality for us is when the client meets his desired objective and/or meets goals on time and within budget.
Responsibility is the second key iGouge factor around Quality Assurance. iGouge team members are taught to assume responsibility for the understanding, execution and consequences of any task assigned to them. Moreover, iGouge team members are taught and expected to learn or at least be aware of the roles and responsibilities of their coworkers and if they see a gap which needs to be filled, to fill it.
Finally, accountability is a iGouge marker or key indicator. iGouge requires that its team members take ownership of their task and provide up to date status thru strong collaboration with the customer and all parties involved.
Approach to guarantee responsiveness, high customer satisfaction, that leads to quality assurance
iGouge’s model guarantees responsiveness to and cooperation with customers is by having breeding a strong sense of collaboration between our team and the client. Beyond the physical co-location or our team members with the client (where possible), iGouge’s is an expert in external enterprise collaboration. We have the tools to effectively communicate and respond on a “as needed basis”, but fully support a 24 x 7 x 365 culture. iGouge works in real time mode and strives to keep constant feedback loops operating to ensure a high level of quality.
Approach to “fixing the problem”
When a client identifies a problem with iGouge’s work or deliverables, we first commit to solving that problem ASAP. Then — we focus on “root cause” — we set out to understand what was the cause of the problem, hopefully in an atmosphere of as few recriminations as possible. Once the cause of the problem is identified, that information and the lessons learned from it are flowed across to all team members. We operate in a peer to peer network (vice old school of top/down).
On individual contracts assigned under Seaport-e, iGouge will flow down incentives (should the contract provide for incentives) to its team partners on a pro-rata basis reflecting the workshares detailed in the Statement of Work for that particular contract.
Communication thru collaboration is the key to managing processes, and this is the foundation of our sub-contractor management. To complete the breadth of our service offerings and truly be able to meet the needs of clients, iGouge has only teamed with highly skilled and reputable partners. We have excellent relationships with each, and leverage these relationships to ensure that all parties understand their required roles, functions, tasks and timelines.