Back Office Service Quality Assessment 2012
2013-01-18 04:33:40
From December 25 to December 29, 2012, the Quality Management (QM) department of Tinh Van Group conducted the "Back Office (BO) Service Quality Assessment 2012."
The assessment was deployed across the entire Tinh Van Group, except for two units: Tinh Van Consulting and Tinh Van Ho Chi Minh. With a serious attitude, 90% of Tinh Van Group members participated and completed the assessment fully and on time. Specifically, leaders and managers were surveyed with 76 questions, and employees with 60 questions.
The difference of this assessment was that the survey content focused on three main areas: Support Services: Detailed survey of services provided by the BO department to support units; Cultural Perspective: Survey on the general culture of Tinh Van and its units/departments; Other Information: Sharing about plans to stay with Tinh Van, income levels, and suggestions for improving and enhancing BO service quality.
Especially in the cultural area and employee information sharing, it provided leaders with genuine insights into the mindset and stability of personnel working at Tinh Van.
From both the perspectives of leaders/managers and employees, BO services in 2012 have significantly improved. Among them, the support activities of Unit Accounting were assessed as effective and greatly supportive of business operations. Continuous creativity, along with enhanced internal communication by the Communications department through lively clips and images, also fully conveyed the company's discipline culture.
Top 10 best and worst services by BO department function
Management level
Employee level
In addition, we must mention the active support for leaders and units in organizational restructuring and business plan control by the Quality Management department. Or the timely dissemination of company and state regulations and policies by the Human Resources & Administration department. And the silent contribution of the Information Systems department in access rights management to ensure better security and faster, more convenient responses for units.
Alongside improved activities, there were still some services in 2012 that managers and employees assessed as not truly enhanced, with no improvement in service quality or response time.
With the main goal of continuous improvement, the assessment results and collected feedback will serve as a basis for BO departments to review and evaluate their support activities for units in 2012. Thereby, they will develop action plans and solutions to improve and enhance the quality of services they are responsible for in 2013.
Thanh Tam