{"id":4266,"date":"2024-03-15T09:41:49","date_gmt":"2024-03-15T09:41:49","guid":{"rendered":"https:\/\/www.balkanservices.com\/blog\/?p=4266"},"modified":"2024-03-15T14:36:46","modified_gmt":"2024-03-15T14:36:46","slug":"quality-managment-why-and-how-we-do-it-in-balkan-services","status":"publish","type":"post","link":"https:\/\/www.balkanservices.com\/blog\/en\/quality-managment-why-and-how-we-do-it-in-balkan-services\/","title":{"rendered":"Quality management &#8211; how important is it and how do we do it at Balkan Services?"},"content":{"rendered":"\n<h1 class=\"wp-block-heading\">Quality management &#8211; how important is it and how do we do it at Balkan Services?<\/h1>\n\n\n\n<p><em>The interview with Vladimir Rashev &#8211; Managing Partner at Balkan Services. is published in the special edition of &#8222;The Contribution of International Companies in Bulgaria&#8220; (30.11.2023-29.02204) of BGlobal.<\/em><\/p>\n\n\n\n<div class=\"wp-block-stackable-spacer stk-block-spacer stk--no-padding stk-block stk-ac94e3a\" data-block-id=\"ac94e3a\"><style>.stk-ac94e3a{height:35px !important}<\/style><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">How important is it to build a customer-oriented culture for a company&#8217;s competitiveness?<\/h2>\n\n\n\n<p>Frankly, I can&#8217;t think of a business that exists for any reason other than to <strong>satisfy the needs of its customers and help achieve their goals and interests<\/strong>. <\/p>\n\n\n\n<div class=\"wp-block-stackable-spacer stk-block-spacer stk--no-padding stk-block stk-e522f30\" data-block-id=\"e522f30\"><style>.stk-e522f30{height:35px !important}<\/style><\/div>\n\n\n\n<div class=\"wp-block-stackable-icon-box stk-block-icon-box stk-block stk-8ce3a73\" data-v=\"2\" data-block-id=\"8ce3a73\"><div class=\"stk-block-content stk-inner-blocks stk-block-icon-box__content stk-container stk-8ce3a73-container stk--no-background stk--no-padding\">\n<div class=\"wp-block-stackable-icon-label stk-block-icon-label stk-block stk-7247f11\" data-block-id=\"7247f11\"><style>.stk-7247f11{margin-bottom:0px !important}<\/style><div class=\"stk-row stk-inner-blocks stk-block-content\">\n<div class=\"wp-block-stackable-icon stk-block-icon has-text-align-left stk-block stk-63bc166\" data-block-id=\"63bc166\"><style>.stk-63bc166 .stk--svg-wrapper .stk--inner-svg svg:last-child{opacity:0.7 !important}.stk-63bc166 .stk--svg-wrapper .stk--inner-svg svg:last-child,.stk-63bc166 .stk--svg-wrapper .stk--inner-svg svg:last-child :is(g,path,rect,polygon,ellipse){fill:var(--theme-palette-color-1,#F6891F) !important}<\/style><span class=\"stk--svg-wrapper\"><div class=\"stk--inner-svg\"><svg style=\"height:0;width:0\"><defs><linearGradient id=\"linear-gradient-63bc166\" x1=\"0\" x2=\"100%\" y1=\"0\" y2=\"0\"><stop offset=\"0%\" style=\"stop-opacity:1;stop-color:var(--linear-gradient-63-bc-166-color-1)\"><\/stop><stop offset=\"100%\" style=\"stop-opacity:1;stop-color:var(--linear-gradient-63-bc-166-color-2)\"><\/stop><\/linearGradient><\/defs><\/svg><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 384 512\" aria-hidden=\"true\" width=\"32\" height=\"32\"><path d=\"M297.2 248.9C311.6 228.3 320 203.2 320 176c0-70.7-57.3-128-128-128S64 105.3 64 176c0 27.2 8.4 52.3 22.8 72.9c3.7 5.3 8.1 11.3 12.8 17.7l0 0c12.9 17.7 28.3 38.9 39.8 59.8c10.4 19 15.7 38.8 18.3 57.5H109c-2.2-12-5.9-23.7-11.8-34.5c-9.9-18-22.2-34.9-34.5-51.8l0 0 0 0c-5.2-7.1-10.4-14.2-15.4-21.4C27.6 247.9 16 213.3 16 176C16 78.8 94.8 0 192 0s176 78.8 176 176c0 37.3-11.6 71.9-31.4 100.3c-5 7.2-10.2 14.3-15.4 21.4l0 0 0 0c-12.3 16.8-24.6 33.7-34.5 51.8c-5.9 10.8-9.6 22.5-11.8 34.5H226.4c2.6-18.7 7.9-38.6 18.3-57.5c11.5-20.9 26.9-42.1 39.8-59.8l0 0 0 0 0 0c4.7-6.4 9-12.4 12.7-17.7zM192 128c-26.5 0-48 21.5-48 48c0 8.8-7.2 16-16 16s-16-7.2-16-16c0-44.2 35.8-80 80-80c8.8 0 16 7.2 16 16s-7.2 16-16 16zm0 384c-44.2 0-80-35.8-80-80V416H272v16c0 44.2-35.8 80-80 80z\"><\/path><\/svg><\/div><\/span><\/div>\n\n\n\n<div class=\"wp-block-stackable-heading stk-block-heading stk-block-heading--v2 stk-block stk-b9a9853\" id=\"to-provide-a-quality-adequate-service-it-is-very-important-to-know-well-what-customers-need-otherwise-it-will-be-a-great-challenge-to-offer-the-right-products-and-services-for-them\" data-block-id=\"b9a9853\"><h5 class=\"stk-block-heading__text\">To provide a quality, adequate service, it is very important to know well what customers need, otherwise, it will be a great challenge to offer the right products and services for them.<\/h5><\/div>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-stackable-text stk-block-text stk-block stk-ffc3d4f\" data-block-id=\"ffc3d4f\"><p class=\"stk-block-text__text\"><\/p><\/div>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-stackable-spacer stk-block-spacer stk--no-padding stk-block stk-1c6a4be\" data-block-id=\"1c6a4be\"><style>.stk-1c6a4be{height:35px !important}<\/style><\/div>\n\n\n\n<p>For us, building a customer-centric culture is based on our values. They are the compass that guides our decision-making. Accordingly, we strive to<strong> listen carefully and understand the true need hidden behind the customer&#8217;s words<\/strong>. This skill, combined with our experience as consultants, allows us to offer a competitive and quality service. <\/p>\n\n\n\n<p>Often a client is convinced they need one solution, and in the course of the conversation, we find that there are other more suitable alternatives.<\/p>\n\n\n\n<div class=\"wp-block-stackable-spacer stk-block-spacer stk--no-padding stk-block stk-2037f1e\" data-block-id=\"2037f1e\"><style>.stk-2037f1e{height:35px !important}<\/style><\/div>\n\n\n\n<p class=\"has-text-align-center\"><a href=\"https:\/\/www.balkanservices.com\/blog\/en\/4-business-software-implementation-challenges-what-do-the-experts-advise\/\" target=\"_blank\" rel=\"noreferrer noopener\">Read more: 4 business software implementation challenges \u2013 what do the experts advise<\/a><\/p>\n\n\n\n<div class=\"wp-block-stackable-spacer stk-block-spacer stk--no-padding stk-block stk-debbeae\" data-block-id=\"debbeae\"><style>.stk-debbeae{height:35px !important}<\/style><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Do you have a strategy and specific process for improving the customer experience?<\/h2>\n\n\n\n<p>We have a <strong>long-term strategy<\/strong> as well as priorities set out in each team&#8217;s annual plan. We also conduct <strong>regular customer surveys for improvement.<\/strong><\/p>\n\n\n\n<p>For us, the <strong>customer experience starts with the first contact<\/strong>. We strive to ensure that every point of contact provides a pleasant customer experience. This includes our overall presentation as a company &#8211; website, digital channels, job postings, meetings during the sales process, project management and implementation, and subsequent development and support. <\/p>\n\n\n\n<p>We strive to make sure our clients have clarity throughout the process &#8211; what they can expect from us, what we expect from them, and what the next steps are.<\/p>\n\n\n\n<div class=\"wp-block-stackable-spacer stk-block-spacer stk--no-padding stk-block stk-e16b7fd\" data-block-id=\"e16b7fd\"><style>.stk-e16b7fd{height:35px !important}<\/style><\/div>\n\n\n\n<div class=\"wp-block-stackable-icon-label stk-block-icon-label stk-block stk-092e7d3\" data-block-id=\"092e7d3\"><div class=\"stk-row stk-inner-blocks stk-block-content\">\n<div class=\"wp-block-stackable-icon stk-block-icon has-text-align-left stk-block stk-23456f5\" data-block-id=\"23456f5\"><style>.stk-23456f5 .stk--svg-wrapper .stk--inner-svg svg:last-child{opacity:0.7 !important}.stk-23456f5 .stk--svg-wrapper .stk--inner-svg svg:last-child,.stk-23456f5 .stk--svg-wrapper .stk--inner-svg svg:last-child :is(g,path,rect,polygon,ellipse){fill:var(--theme-palette-color-1,#F6891F) !important}<\/style><span class=\"stk--svg-wrapper\"><div class=\"stk--inner-svg\"><svg style=\"height:0;width:0\"><defs><linearGradient id=\"linear-gradient-23456f5\" x1=\"0\" x2=\"100%\" y1=\"0\" y2=\"0\"><stop offset=\"0%\" style=\"stop-opacity:1;stop-color:var(--linear-gradient-23456-f-5-color-1)\"><\/stop><stop offset=\"100%\" style=\"stop-opacity:1;stop-color:var(--linear-gradient-23456-f-5-color-2)\"><\/stop><\/linearGradient><\/defs><\/svg><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 512 512\" aria-hidden=\"true\" width=\"32\" height=\"32\"><path d=\"M256 512A256 256 0 1 0 256 0a256 256 0 1 0 0 512zM216 336h24V272H216c-13.3 0-24-10.7-24-24s10.7-24 24-24h48c13.3 0 24 10.7 24 24v88h8c13.3 0 24 10.7 24 24s-10.7 24-24 24H216c-13.3 0-24-10.7-24-24s10.7-24 24-24zm40-208a32 32 0 1 1 0 64 32 32 0 1 1 0-64z\"><\/path><\/svg><\/div><\/span><\/div>\n\n\n\n<div class=\"wp-block-stackable-heading stk-block-heading stk-block-heading--v2 stk-block stk-dcd5c77\" id=\"its-important-to-us-that-what-we-promise-at-the-beginning-matches-the-result\" data-block-id=\"dcd5c77\"><h5 class=\"stk-block-heading__text\">It&#8217;s important to us that what we promise at the beginning matches the result.<\/h5><\/div>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-stackable-spacer stk-block-spacer stk--no-padding stk-block stk-fdc1c97\" data-block-id=\"fdc1c97\"><style>.stk-fdc1c97{height:35px !important}<\/style><\/div>\n\n\n\n<p>In the last few years, we have focused on<strong> improving the process and methodology of <a href=\"https:\/\/www.balkanservices.com\/eng\/services\/implementation-of-business-software\" target=\"_blank\" rel=\"noreferrer noopener\">business software implementation<\/a><\/strong> (our core business), striving to become faster and deliver a better quality service. We believe this is key to the level of customer satisfaction.<\/p>\n\n\n\n<p>For us, quality management is directly related to the level of customer experience. We recertify annually to several ISO standards, one of which is ISO 9001 &#8211; Quality Management System.<\/p>\n\n\n\n<p>We also have a long-term internal project at the company level to create assets that allow us to interact much faster with customers and increase the quality of that interaction.<\/p>\n\n\n\n<div class=\"wp-block-stackable-spacer stk-block-spacer stk--no-padding stk-block stk-7e7073e\" data-block-id=\"7e7073e\"><style>.stk-7e7073e{height:35px !important}<\/style><\/div>\n\n\n<div data-block=\"hook:3908\" class=\"alignfull\" data-block-structure=\"custom\"><div class=\"ct-container-full\" data-content=\"normal\"><article id=\"post-3908\" class=\"post-3908\"><div class=\"entry-content is-layout-constrained\">\n<div class=\"wp-block-media-text alignfull has-media-on-the-right is-stacked-on-mobile is-vertically-aligned-center is-image-fill is-style-default has-palette-color-8-color has-palette-color-4-background-color has-text-color has-background has-link-color wp-elements-326cc7970ec94e154d90381fd2939023\" style=\"margin-top:var(--wp--preset--spacing--50);margin-bottom:var(--wp--preset--spacing--50);margin-left:0;padding-top:0;padding-right:0;padding-bottom:0;padding-left:0;grid-template-columns:auto 37%\"><div class=\"wp-block-media-text__content\">\n<h2 class=\"wp-block-heading has-white-color has-text-color\" style=\"margin-top:var(--wp--preset--spacing--40);margin-right:0;margin-bottom:0;margin-left:0\">Looking for business software?<\/h2>\n\n\n\n<p class=\"has-palette-color-8-color has-text-color\" style=\"margin-top:var(--wp--preset--spacing--20);margin-bottom:var(--wp--preset--spacing--20);font-size:clamp(14px, 0.875rem + ((1vw - 3.2px) * 0.234), 17px);line-height:1.5\">Our team is here to listen carefully and offer the right solution for you.<\/p>\n\n\n\n<p><\/p>\n\n\n\n<div class=\"wp-block-stackable-button-group stk-block-button-group stk-block stk-088e0d7\" data-block-id=\"088e0d7\"><style>.stk-088e0d7{margin-bottom:30px !important;position:relative !important}@media screen and (max-width:999px){.stk-088e0d7{margin-bottom:36px !important}}<\/style><div class=\"stk-row stk-inner-blocks stk-block-content stk-button-group\">\n<div class=\"wp-block-stackable-button stk-block-button is-style-ghost stk-block stk-cb9bee0\" data-block-id=\"cb9bee0\"><style>.stk-cb9bee0{top:23px !important}.stk-cb9bee0 .stk-button{padding-right:33px !important;padding-left:33px !important;background:var(--theme-palette-color-1,#F6891F) !important}.stk-cb9bee0 .stk-button:hover:after{background:transparent !important;opacity:1 !important}:where(.stk-hover-parent:hover,.stk-hover-parent.stk--is-hovered) .stk-cb9bee0 .stk-button:after{background:transparent !important;opacity:1 !important}.stk-cb9bee0 .stk-button:before{border-style:solid !important;border-color:var(--theme-palette-color-8,#ffffff) !important;border-top-width:0px !important;border-right-width:0px !important;border-bottom-width:0px !important;border-left-width:0px !important}.stk-cb9bee0 .stk-button__inner-text{color:var(--theme-palette-color-8,#ffffff) !important}<\/style><a class=\"stk-link stk-button stk--hover-effect-lift\" href=\"https:\/\/www.balkanservices.com\/eng\/contact\" target=\"_blank\" rel=\"noreferrer noopener\"><span class=\"has-text-color stk-button__inner-text\">Schedule a free consultation &gt;<\/span><\/a><\/div>\n<\/div><\/div>\n<\/div><figure class=\"wp-block-media-text__media\" style=\"background-image:url(https:\/\/www.balkanservices.com\/blog\/wp-content\/uploads\/2024\/01\/BOO2528-1024x638.jpg);background-position:50% 50%\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"638\" src=\"https:\/\/www.balkanservices.com\/blog\/wp-content\/uploads\/2024\/01\/BOO2528-1024x638.jpg\" alt=\"\" class=\"wp-image-3887 size-full\" srcset=\"https:\/\/www.balkanservices.com\/blog\/wp-content\/uploads\/2024\/01\/BOO2528-1024x638.jpg 1024w, https:\/\/www.balkanservices.com\/blog\/wp-content\/uploads\/2024\/01\/BOO2528-300x187.jpg 300w, https:\/\/www.balkanservices.com\/blog\/wp-content\/uploads\/2024\/01\/BOO2528-768x478.jpg 768w, https:\/\/www.balkanservices.com\/blog\/wp-content\/uploads\/2024\/01\/BOO2528-1536x957.jpg 1536w, https:\/\/www.balkanservices.com\/blog\/wp-content\/uploads\/2024\/01\/BOO2528-2048x1276.jpg 2048w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n\n<p><\/p>\n<\/div><\/article><\/div><\/div>\n\n\n<div class=\"wp-block-stackable-spacer stk-block-spacer stk--no-padding stk-block stk-483d9c6\" data-block-id=\"483d9c6\"><style>.stk-483d9c6{height:35px !important}<\/style><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">How do you measure customer satisfaction and how is feedback integrated into company operations?<\/h2>\n\n\n\n<p><strong>Feedback on our work is a valuable guideline<\/strong> for development and we are always open to hearing it. We know that giving and receiving it is challenging, so we strive to build that culture first within the company. More and more clients are daring to share their <strong>honest opinions<\/strong> with us, for which I am extremely grateful.<\/p>\n\n\n\n<div class=\"wp-block-stackable-spacer stk-block-spacer stk--no-padding stk-block stk-8945452\" data-block-id=\"8945452\"><style>.stk-8945452{height:35px !important}<\/style><\/div>\n\n\n\n<div class=\"wp-block-stackable-icon-label stk-block-icon-label stk-block stk-418ad93\" data-block-id=\"418ad93\"><div class=\"stk-row stk-inner-blocks stk-block-content\">\n<div class=\"wp-block-stackable-icon stk-block-icon has-text-align-left stk-block stk-90ab622\" data-block-id=\"90ab622\"><style>.stk-90ab622 .stk--svg-wrapper .stk--inner-svg svg:last-child{opacity:0.7 !important}.stk-90ab622 .stk--svg-wrapper .stk--inner-svg svg:last-child,.stk-90ab622 .stk--svg-wrapper .stk--inner-svg svg:last-child :is(g,path,rect,polygon,ellipse){fill:var(--theme-palette-color-1,#F6891F) !important}<\/style><span class=\"stk--svg-wrapper\"><div class=\"stk--inner-svg\"><svg style=\"height:0;width:0\"><defs><linearGradient id=\"linear-gradient-90ab622\" x1=\"0\" x2=\"100%\" y1=\"0\" y2=\"0\"><stop offset=\"0%\" style=\"stop-opacity:1;stop-color:var(--linear-gradient-90-ab-622-color-1)\"><\/stop><stop offset=\"100%\" style=\"stop-opacity:1;stop-color:var(--linear-gradient-90-ab-622-color-2)\"><\/stop><\/linearGradient><\/defs><\/svg><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 512 512\" aria-hidden=\"true\" width=\"32\" height=\"32\"><path d=\"M128 176a128 128 0 1 1 256 0 128 128 0 1 1 -256 0zM391.8 64C359.5 24.9 310.7 0 256 0S152.5 24.9 120.2 64H64C28.7 64 0 92.7 0 128V448c0 35.3 28.7 64 64 64H448c35.3 0 64-28.7 64-64V128c0-35.3-28.7-64-64-64H391.8zM296 224c0-10.6-4.1-20.2-10.9-27.4l33.6-78.3c3.5-8.1-.3-17.5-8.4-21s-17.5 .3-21 8.4L255.7 184c-22 .1-39.7 18-39.7 40c0 22.1 17.9 40 40 40s40-17.9 40-40z\"><\/path><\/svg><\/div><\/span><\/div>\n\n\n\n<div class=\"wp-block-stackable-heading stk-block-heading stk-block-heading--v2 stk-block stk-d6bf7de\" id=\"we-regularly-measure-and-analyze-the-level-of-customer-satisfaction-with-us-we-must-listen-to-each-of-our-customers-individually-and-consider-what-action-to-take-based-on-the-feedback-we-receive\" data-block-id=\"d6bf7de\"><h5 class=\"stk-block-heading__text\">We regularly measure and analyze the level of customer satisfaction with us. We must listen to each of our customers individually and consider what action to take based on the feedback we receive.<\/h5><\/div>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-stackable-spacer stk-block-spacer stk--no-padding stk-block stk-2c61474\" data-block-id=\"2c61474\"><style>.stk-2c61474{height:35px !important}<\/style><\/div>\n\n\n\n<p>Most valuable to us is their honest guidance on what <strong>we can improve in specific areas of our work<\/strong>. We take the feedback extremely seriously, analyze it in detail, and identify specific actions, informing our clients what we will do to improve our work together.<\/p>\n\n\n\n<div class=\"wp-block-stackable-spacer stk-block-spacer stk--no-padding stk-block stk-7c59276\" data-block-id=\"7c59276\"><style>.stk-7c59276{height:35px !important}<\/style><\/div>\n\n\n\n<div class=\"wp-block-stackable-divider alignwide stk-block-divider stk-block stk-5fbe693\" data-block-id=\"5fbe693\"><hr class=\"stk-block-divider__hr\"\/><\/div>\n\n\n\n<div class=\"wp-block-stackable-spacer stk-block-spacer stk--no-padding stk-block stk-317d54f\" data-block-id=\"317d54f\"><style>.stk-317d54f{height:35px !important}<\/style><\/div>\n\n\n\n<p>No business today can grow and be competitive without the use of IT systems. Choosing the right software solution and implementing it is a complex, difficult but critically important decision.<\/p>\n\n\n\n<p>At Balkan Services we have expert knowledge of business, technology, and legislation, and we speak all three languages. We will listen carefully and advise you on choosing the right business system for your needs.<\/p>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/www.balkanservices.com\/eng\/contact\" target=\"_blank\" rel=\"noreferrer noopener\">Request a free consultation ><\/a><\/div>\n<\/div>\n\n\n\n<p>Balkan Services has been supporting businesses on their digital transformation journey since 2006. We have already helped over 270 companies to digitalize their business by implementing well-established software solutions and IT infrastructure management.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Quality management &#8211; how important is it and how do we do it at Balkan Services? The interview with Vladimir Rashev &#8211; Managing Partner at Balkan Services. is published in the special edition of &#8222;The Contribution of International Companies in Bulgaria&#8220; (30.11.2023-29.02204) of BGlobal. How important is it to build a customer-oriented culture for a [&hellip;]<\/p>\n","protected":false},"author":7,"featured_media":4263,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[241],"tags":[],"class_list":["post-4266","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-balkan-services"],"blocksy_meta":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Quality management - why and how do we do it at Balkan Services?<\/title>\n<meta name=\"description\" content=\"See how we measure customer satisfaction, how we integrate customer feedback and how important it is in our blog &gt;\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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