What is Quality Assurance/Management?
Quality assurance or management is the process of ensuring that products or services meet customer expectations and meet established standards. In digital customer experience, quality management plays a crucial role by ensuring the following:
- Consistency: Maintains consistent levels of quality across all digital touchpoints to avoid customer frustration and improve their experience.
- User experience: Ensures a seamless and intuitive user experience through user testing, continuous improvement, and bug fixing.
- Compliance: Ensures that digital products or services comply with industry standards and regulations, protecting both the customer and the company.
- Reliability: Increases the reliability and availability of digital products or services, reducing downtime and increasing customer satisfaction.
Quality management is also referred to as total quality management (TQM), involves the supervision of all tasks, operations, and endeavors that companies need to undertake in order to consistently achieve a desired level of excellence.
Overall, quality management helps organizations to improve the digital customer experience and retain customers by delivering high-quality products or services.