Our product vision is to digitally redefine and set the standard for the way B2B facility services are delivered and consumed. The Quality Assurance program is a pillar of that experience, so it's only fitting for us to continually innovate. This launch delivers significant impact to our front line team members, and to our customers.
At Encompass, we empower our team of top facility professionals with industry leading technology to help drive better outcomes for our customers.
We primarily do this through our proprietary platform called Insights, which acts as an All-In-One productivity tool for our operations team. Features within Insights include Worktickets, Projects, Assets, KPI's, as well as the star of today's show.....our Survey Module.
Survey's as you know have many applications but in the facility services business a standard survey tool just doesn't do the trick. There are many challenges and nuances that have to be accounted for, including:
All of these challenges have made it imperative for us to build and continually improve on our own proprietary Survey Management tool. This tool supports a number of different functions at Encompass, none more important than our Quality Assurance Program.
We believe that you can only fulfill the standards you measure and actively manage. Our Quality Assurance program is an integral part of our operation and is geared toward optimal service delivery, providing continuous oversight of each facility we service. Our proprietary QA program was designed to manage our team performance and resource allocation and will provide the best possible service outcomes. The are a number of key elements to our QA program:
All of these elements as well as a handful of others ensure that our quality standards are held up across the entire company.
Like most things in life, "quality" is a direct reflection of the amount of time, money, and resources that are put into an action. It's why we value things like quality food, and are willing to spend more money to have a great 5 course meal, compared to the dollar menu at a fast food restaurant.
As the consumer, you make a decision on what you are valuing when making a purchasing decision. With higher quality expectations typically comes a higher price, and if you are looking to fit outcomes into a set budget you will be making tradeoffs one way or the other. In the world of facility services, it's no different.
Our job at Encompass is to work with customers to customize a program that works for them, and communicate the associated trade offs when it comes to quality. There is no right answer, it is OK to value a lower budget with a slightly lower expectation of quality (say 80%) compared to a higher price where you expect nothing less than a 90% score or better across the board. This can be driven by a number of factors including your industry, building use, occupants, and more.
The Encompass QA program supports all of the above. The flexible and transparent nature of our tool allows us to aim for and measure the targets that make the most sense for you and your company.
We have built the most advanced and user-friendly set of Quality Assurance tools in the industry. Here are just a few of the highlights:
Advanced Survey Admin and Management
User Friendly and Purpose Built Survey Intake
Corrective Actions
Advanced Reporting and Analytics
Triggers and Notifications
Full Customer Access and Customer Satisfaction Survey
This is just a high level of view of the functionality we support. Interested in learning more? Book a call with us here.
One of the nuanced changes we made to the survey module is the logic behind our ratings scale, and how Quality Assurance survey scores are calculated. Previously, we used a weighted rating scale of 4 (score 1-4), with a 1 equaling a 70%, and a 4 equaling a 100%. Over time we have received great feedback from team members and many of our customers indicating that the limited scale was not providing enough of a honest of rating, limiting the ability to pick out low and high performing locations, and areas.
One of our core values is "Continuous Progress", and we felt that changing the rating scale was an opportunity to improve the transparency of our Quality Metrics, and create room for more honest survey responses and data sets. Under that premise we changed our scoring to incorporate a 1-10 rating scale. Instead of that scale being "weighted", 1= a 10% score, 5= a 50% score, up to 10 = a 100% score, etc etc. Transparency is one of the most important aspects of how we use technology to deliver our services to customers and this change is another reflection of that.
While we know the change will be well received, we also understand this may take some getting used to. Here is a scale of how the new ratings scores compare to the old one. With the new scale the scores may seem "lower" but the additional transparency will 100% lend to better and more transparent results.
Encompass takes a lot of pride in providing the right level of quality that matches each customer's goals, and the balance they aim to achieve between budget and quality. Don't worry, compared to our competitors we are still confident that our scores will set the curve :)
In summary, we couldn't be more excited to release this update. While we wanted to provide an in depth overview of this program, here are a few bullet points that cover what this means for our customers.
Thank you for being a valued member of Encompass. As always we would love your feedback, as well as the opportunity to showcase our customer facing dashboard and the new features that are now available. Feel free to book a time with our product team to chat.
The Product Team @ Encompass
At Encompass, we empower our team of top facility professionals with industry leading technology to help drive better outcomes for our customers.
We primarily do this through our proprietary platform called Insights, which acts as an All-In-One productivity tool for our operations team. Features within Insights include Worktickets, Projects, Assets, KPI's, as well as the star of today's show.....our Survey Module.
Survey's as you know have many applications but in the facility services business a standard survey tool just doesn't do the trick. There are many challenges and nuances that have to be accounted for, including:
All of these challenges have made it imperative for us to build and continually improve on our own proprietary Survey Management tool. This tool supports a number of different functions at Encompass, none more important than our Quality Assurance Program.
We believe that you can only fulfill the standards you measure and actively manage. Our Quality Assurance program is an integral part of our operation and is geared toward optimal service delivery, providing continuous oversight of each facility we service. Our proprietary QA program was designed to manage our team performance and resource allocation and will provide the best possible service outcomes. The are a number of key elements to our QA program:
All of these elements as well as a handful of others ensure that our quality standards are held up across the entire company.
Like most things in life, "quality" is a direct reflection of the amount of time, money, and resources that are put into an action. It's why we value things like quality food, and are willing to spend more money to have a great 5 course meal, compared to the dollar menu at a fast food restaurant.
As the consumer, you make a decision on what you are valuing when making a purchasing decision. With higher quality expectations typically comes a higher price, and if you are looking to fit outcomes into a set budget you will be making tradeoffs one way or the other. In the world of facility services, it's no different.
Our job at Encompass is to work with customers to customize a program that works for them, and communicate the associated trade offs when it comes to quality. There is no right answer, it is OK to value a lower budget with a slightly lower expectation of quality (say 80%) compared to a higher price where you expect nothing less than a 90% score or better across the board. This can be driven by a number of factors including your industry, building use, occupants, and more.
The Encompass QA program supports all of the above. The flexible and transparent nature of our tool allows us to aim for and measure the targets that make the most sense for you and your company.
We have built the most advanced and user-friendly set of Quality Assurance tools in the industry. Here are just a few of the highlights:
Advanced Survey Admin and Management
User Friendly and Purpose Built Survey Intake
Corrective Actions
Advanced Reporting and Analytics
Triggers and Notifications
Full Customer Access and Customer Satisfaction Survey
This is just a high level of view of the functionality we support. Interested in learning more? Book a call with us here.
One of the nuanced changes we made to the survey module is the logic behind our ratings scale, and how Quality Assurance survey scores are calculated. Previously, we used a weighted rating scale of 4 (score 1-4), with a 1 equaling a 70%, and a 4 equaling a 100%. Over time we have received great feedback from team members and many of our customers indicating that the limited scale was not providing enough of a honest of rating, limiting the ability to pick out low and high performing locations, and areas.
One of our core values is "Continuous Progress", and we felt that changing the rating scale was an opportunity to improve the transparency of our Quality Metrics, and create room for more honest survey responses and data sets. Under that premise we changed our scoring to incorporate a 1-10 rating scale. Instead of that scale being "weighted", 1= a 10% score, 5= a 50% score, up to 10 = a 100% score, etc etc. Transparency is one of the most important aspects of how we use technology to deliver our services to customers and this change is another reflection of that.
While we know the change will be well received, we also understand this may take some getting used to. Here is a scale of how the new ratings scores compare to the old one. With the new scale the scores may seem "lower" but the additional transparency will 100% lend to better and more transparent results.
Encompass takes a lot of pride in providing the right level of quality that matches each customer's goals, and the balance they aim to achieve between budget and quality. Don't worry, compared to our competitors we are still confident that our scores will set the curve :)
In summary, we couldn't be more excited to release this update. While we wanted to provide an in depth overview of this program, here are a few bullet points that cover what this means for our customers.
Thank you for being a valued member of Encompass. As always we would love your feedback, as well as the opportunity to showcase our customer facing dashboard and the new features that are now available. Feel free to book a time with our product team to chat.
The Product Team @ Encompass
