Using Balanced Quality In Your Team Building Strategies

Balanced Quality is a strategy for improving small business performance and is summed up as: “What we focus on and how effectively we communicate with other people drives the volume and quality of our work and shapes customers’ experiences of dealing with our business.” Balanced Quality is also intended to identify deficiencies and is a platform for making sustainable improvements to quality and balance within businesses. In this article Balanced Quality is explained including its benefits and how you can use it as a foundation for your team building strategies.

Balanced Quality encourages all team members including business managers, team leaders and workers to work co-operatively and review and enhance: (1) Organisational culture; (2) Output; and (3) Customer relationships. Balance between and within these three elements means that co-operation, trust and free flowing communication exists between people across the organisation. Quality means that products and services meet the expectations of a business and its customers.

Organisational culture reflects the attitudes and behaviours within a business. An indicator of good organisational culture is where people are happy to be at work and enjoy friendly and co-operative work relationships with others in the business. The small business owner is a key person in creating a happy and productive organisational culture.

Output is what’s produced by a business, whether that is services or manufactured goods or a combination of both. Customer relationships are built on communication between customers and team members as goods and services are offered and sold to customers.

Quality must be a foundation so that the organisational culture supports increased work quality which flows through to better relationships with customers. This leads to satisfied customers who regularly return to buy goods and services which is great for the business.

Three steps to using Balanced Quality to support team building strategies

1. Develop team building strategies around broader understanding as to the importance of organisational culture in order for team members’ actions to support effective (quality) work relationships and relationships with customers.

2. Make the link between enhanced work relationships and increased productivity and reduced errors or rework that cost a business money. Encourage team members to develop pride in their work.

3. Explain in your team building sessions that better relationships with customers will emerge from the business producing quality services and products. Satisfied customers mean repeat sales, less cost and effort required to pursue and maintain the customer base, and higher profits for the business.

The benefit of including Balanced Quality in team building strategies is that it’s a road map for encouraging all team members to work in harmony, create understanding as to why quality goods and services are essential, and to focus team members on meeting customers’ expectations.

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Andrew Dunning

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